An exciting opportunity is available to join the Digital Operations Branch as the EL2 Director, Digital Support.

This key leadership role is responsible for leading the Digital Support Section and delivering professional, responsive and customer-focused ICT support services across the department. The successful applicant will lead a multidisciplinary workforce, build strong stakeholder and service-provider relationships, and drive improvements to service quality, operational resilience and the employee digital experience.

We are looking for an experienced and collaborative leader with sound judgement, strong communication skills and a genuine commitment to delivering high-quality services and supporting their people.

Key responsibilities:

• Setting the strategic direction of the section by translating departmental, group and branch priorities into clear operational goals, workplans and performance expectations.
• Leading a multi-disciplinary and a geographically dispersed workforce including service delivery, project, change communications and technical support staff, fostering a positive culture, role clarity and a shared sense of purpose.
• Building section capability by coaching staff, setting clear expectations, monitoring performance, providing timely feedback and supporting continuous improvement in service quality, customer experience and delivery outcomes.
• Managing allocated resources, budget and operational contracts judiciously to deliver value for money and support strategic business outcomes.

Requirements:

• Minimum of 3 days in-office attendance per week

Key capabilities:

• Highly developed leadership and people management skills, including the ability to lead multidisciplinary teams, set clear expectations, manage performance, prioritise workloads and build a positive, accountable and high-performing culture. 
• A strong customer service orientation, with demonstrated ability to design, deliver and continuously improve responsive, reliable and business-centred services that create trust and value for users and stakeholders. 
• Sound judgement, problem-solving and decision-making capability, including the ability to manage complex, sensitive or escalated operational matters with professionalism, common sense and accountability. 
• Excellent stakeholder engagement, communication and negotiation skills, with the ability to build trusted relationships, influence outcomes and explain complex information clearly to technical teams, business areas, executives and service partners. 
• Demonstrated ability to use service data, feedback, reporting and performance measures to monitor service quality, identify risks and issues, and drive continuous improvement in customer experience and operational resilience.

Desirable experience:

• Delivering customer-focused digital support services in a large, complex or geographically dispersed organisation.
• Overseeing services such as field support, end-user computing, VIP support, video conferencing, mobile and telecommunications, ICT assets or workplace technology.
• Managing complex stakeholder and vendor relationships, including engagement with senior executives and external service providers.

• To be eligible for employment with the Department of Health, Disability and Ageing, applicants must be an Australian citizen at the time an offer of employment is made.  
• An applicant’s suitability for employment with Health will also be assessed through a variety of pre-employment check processes, such as: 
  • Satisfactory completion of a criminal history check, and where relevant, a Working with Children and Vulnerable People Check, 
  • Completion of a medical declaration and pre-employment medical (where required), 
  • Providing evidence of qualifications (where required), and 
  • Obtaining and maintaining a security clearance at the required level.  
• For this role applicants must be able to obtain and maintain a Negative Vetting 1 security clearance or hold a current security clearance at an appropriate level. 
• A mandatory requirement is to work a minimum of 3 days in-office attendance per week.

• Applications close 11:30pm AEDT.   
• Applicants are asked to quote reference number 26-ITDIV-32305 to assist when making an enquiry.   
• This recruitment process is being used to fill both ongoing and non-ongoing positions. Non-ongoing positions will be offered on a specified term basis for an initial period of up to 12 months with the possibility of being extended (this will not exceed a total of 24 months in the same or similar role).