Capability Manager End User Support

About your new roleCanberra based, your role will oversee the end-to-end delivery of End User Support solutions, managing and maintaining Defence’s key IT services. You will be responsible for leading a growing team of 12 and empowering operational administration, technical guidance and service improvement initiatives to groups of technical SMEs along with the broader engineering teams.In working with the above, you will deliver a customer-centric methodology. Supporting a growing team managing and improving ICT service delivery to meet and exceed customer expectations, maintain ICT support operational SLAs, policies and procedures and resourcing and deliverable demand surge within the teams.Key ResponsibilitiesPerform the following functions as individual assignments or as part of a team:Lead, develop and enable a team of IT Professionals to deliver complex enterprise IT solutions to our customersEnd-to-end delivery of high quality, reliable, efficient, and effective IT Services supporting our clients core business operationsMonitor and report on the performance of IT services delivered through agreed SLA’s, metrics and KPIsManage vendor and customer relationships and review of overall performance metrics to ensure our contract service levels are metDevelop and manage the relationship between internal IT groups and relevant business stakeholders to deliver continuous service improvement plans whilst driving efficiencies within IT OperationsManage escalations and assist with major incidents to ensure appropriate technical management and customer engagement / communications are in placeInfluence and negotiate a broad group of stakeholders and manage various expectations and priorities.