Scope of RoleProvide conformance review management to support DSCS as follows:
• The application of techniques for monitoring and improvement of quality to any aspect of DSCB services;
• The achievement of, and maintenance of compliance to, Defence, national and international standards, as appropriate, and to internal policies, including those relating to sustainability and security;
• Using quality management models and techniques to identify areas for improvement;
• Determine corrective action to reduce errors and improve the quality of DSCB services.
Tasks to be Performed
• Provide process and procedure development, documentation, improvement and assurance for DSCS processes, specifically (and as a priority) for the processes that support DSCS’ remit in provision of I&CF within the D-ICT sustainment model. These processes, include, however are not limited to IT Service Management (ITSM) and Supply Chain processes;
• Ensure DSCS process and service design alignment with the digital service and design standards mandated by the Chief Technology Division (CTOD) and ICT Architecture Branch (ICTAB) and Service Management Branch (SMB).
• Manage requests for divergence from standards and enterprise processes, to facilitate expediency to projects and ensure technical debt is documented and programmed for remediation;
• Provide Training Assurance for the Strategic Communication and D-ICT services. The development and delivery of training is not in scope of this role;
• Undertake independent assessments of the appropriateness and compliance of processes, deliverables, products or services to the criteria of specific standards best practice, Defence Enterprise requirements or other documented requirements;
• Plan and conduct formal audits and reviews of activities, processes, data, products or services, to demonstrate compliance (or otherwise) with standards, as well as evaluate and appraise process controls and provide recommendation for process improvement. This may include quality assurance reviews of suppliers and throughout the supply chain, providing advice and guidance in the use of organisational standards, determining risks associated with findings and non-compliance and proposing corrective actions and determining organisation’s risk posture and anticipating emerging issues, based on data/evidence;
• In provision of assurance function, provide oversight of service management processes and tooling across the D-ICT capabilities, including Continual Service Improvement, Change Management, Incident Management, Problem Management, Service Request Fulfilment, Service Asset and Configuration Management, Knowledge Management and Release and Deployment Management;
• Review and ensure adherence to broader Defence and CIOG ITSM processes and policies, national and international standards;
• Provide guidance and an escalation point to the D-ICT Service Delivery Functional teams and suppliers around ITSM processes, standards and tools, including engagement with other CIOG teams.
Essential Criteria
• Demonstrated communication and stakeholder management skills;
• ITIL V3/4 Foundation certification.
• Knowledge and experience of ITIL based service management and service delivery frameworks;
• Knowledge and experience of process and procedure development, documentation improvement and assurance (i.e. Supply Chain, ITSM process and training); and
• Knowledge and experience of auditing processes and providing recommendations for improvements;
Desirable Criteria
• Knowledge and experience of the Defence ICT TAF and/or one of the Technical Regulatory Frameworks;
• Experience in Transition Into Service of technical capabilities from projects into sustainment (focus here is training requirements for capability being transitioned into service);
• Previous Defence experience – within ICT or engineering domain;
• Previous CIOG experience and a good understanding of various CIOG teams and processes.