Service Manager – Digital Trust Service

Team Purpose

The New Programs and Services team oversee management and coordination of select significant implementation projects for Austroads, with a focus on the development and implementation of new products and services, in alignment with Austroads strategic objectives and the evolving needs of our members and key stakeholders.

Position Purpose

Reporting to the Director – DTS Operations, the Service Manager – DTS is responsible for directly and collaboratively managing, and coordinating governance activities related to service management design, operation, governance and maintenance of the Digital Trust Service Operations.

The Service Manager will assist with the transition (from project to BAU) of jurisdictions wishing to use the DTS and be responsible for the service management elements of the DTS whilst in operation.

Major Responsibilities/ Accountabilities

The role is responsible for:

• Assisting in designing the DTS Service Management model for the Digital Trust List initially, the VC Broker next with ultimate carriage of the Digital Trust Service and all its points of internal integration (NEVDIS) and external integrations.
• Supporting the design, commission, onboarding, operation, and eventual upgrade of the Service Management model that will define the DTS Operations process, procedures, experience and governance in line with Information Technology Service Management (ITSM) practice.
• Leveraging frameworks like ITIL Project to BAU best practices, helping manage incidents, changes, and releases to maintain the operational health of these critical services, while also fostering transparency and user trust through explainable technology. 
• Enacting all DTS operational, security, technology and service delivery policies.
• Managing and overseeing the development of the service management and operational continuity of the DTS, ensuring harmony with Austroads’ and Austroads’ members of other government systems.
• Meeting all regulatory and legislative reporting requirements for incident management, data and cybersecurity in line with Austroads best practices.
• Ensuring interaction and consistency with the global operating environment, including international operations and standards.
• Implementing the organisation’s digital trust strategy and support critical digital information services. 
• Assisting in the development of policies and design for digital trust support services.
• Assisting with the maintenance and evolution of service design strategies and the service standards and service level agreement design. 
• Assisting with the design of the Service management model, ticket to play criteria and onboarding standard policies and procedures to enable jurisdictional uptake of the DTS
• Managing the end-to-end quality and performance of digital trust services, which may include digital certificates. 
• Developing and monitoring service level agreements (SLAs) to ensure the service meets agreed-upon standards. 
• Ensuring the reliability and accuracy of digital resources and information. 
• Providing first- and second-line technical support for digital hardware and software. 
• Managing digital operations, including project delivery, system maintenance, and troubleshooting. 
• Collaborating with internal and external stakeholders, including other departments, suppliers, and government bodies. 
• Managing and mentoring a team of technical staff, including recruitment and training. 
• Communicating with customers to gather feedback and address inquiries. 
• Monitoring project performance and reporting on status, risks, and issues. 
• Maintaining and adhering to Austroads Service Management Quality and Audit systems processes and procedures associated with this role
• Other duties items as directed. 

Key Stakeholder Interfaces

Internal

• General Manager, New Programs and Services
• Director – DTS Operations
• Austroads Executive as required
• Chief Data & Technology Officer
• GM Service Delivery
• CFO & General Manager of Corporate Services

External

• Austroads Members
• Technology and Security Vendors and Providers
• OEM Wallet providers
• Jurisdictional technical and operations leads
• Peak bodies and Industry Associations: Local and International
• Regulatory and Reporting bodies
• Other users who seek to utilise Austroads services

The Person

Qualifications, Knowledge, and Experience

The Service Manager – DTS will possess:

• Proven experience working in ITSM compliant service management design and development as well as having worked in operational service module development roles, operating ideally with Government and high visibility identity / verifiable credential service management solutions
• Extensive experience in the preparation of written operational manuals, process and procedures documentation.
• High-level analytical and conceptual skills and process design and development
• Excellent written and verbal communication skills, with the ability to foster strong working relationships across different stakeholders
• Experience in managing competing priorities and demands, and negotiation skills
• Qualifications in service management standards, ConOps, service management policy, administration or similar or the equivalent work experience.
• Strong computer skills in the Microsoft Office suite, including Outlook, Word, Excel, PowerPoint and SharePoint. Ability to quickly acquire knowledge about new software applications that have been developed for in-house use within TCA
• Experience in working across government, industry stakeholders and the technology sector is desirable

Personal Qualities

The incumbent will need to present a professional image and build a strong relationships across the enterprise. Specifically, the role requires:

• Demonstrated ability to operate effectively in both strategic and operational environments simultaneously
• Demonstrated ability to autonomously lead business case development, perform revenue projections, and to assess the feasibility of proposals from an enterprise-wide perspective
• Adaptability and ability to work effectively in an environment with high degrees of complexity, fluidity and change
• Flexibility and ability to successfully manage competing priorities in a time-critical and demanding environment
• Demonstrated ability to communicate effectively to influence and effect change

View a copy of the position description

For more information or to express interest in this role, please use our online form to contact our Human Resources Manager.

View a copy of the position description

For more information or to express interest in this role, please use our online form to contact our Human Resources Manager.