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					GENERAL                 JOB CANDIDATES             INSTRUCTIONS             NOVEMBER 11

SEGMENT                 AUDIENCE                   FORMAT                   DATE




  Candidate
  information kit
  Expression of interest
  This kit provides information about the advertised job and our
  selection process.

    Job title:                IT Service Manager
    APS level:                EL1
    Sub-plan:                 Enterprise Solutions and Technology
    Business line:            Business & ICT Provider Relations
    Section:                  Service Operations Centre (SOC)
    Location:                 Canberra
    Working arrangements:     Full-time
    Type of employment
                              Temporary transfer at level or higher duties allowance
    opportunity:
    Expected duration of
                              12 months
    employment:
    Security classification
                              Highly Protected
    of position:
    Contact officer:          Steven Fong
    Contact details:          (02) 621 64662
    Closing date:             21 May 2010, 5.00 pm (AEST)
UNCLASSIFIED                                                                                                 CANDIDATE INFORMATION KIT




Table of contents
Table of contents....................................................................................................................... 2
Where the job fits ...................................................................................................................... 3
  The Enterprise Solutions and Technology Sub-plan ............................................................. 3
  Business & ICT Provider Relations ....................................................................................... 3
  Service Operations Centre (SOC)......................................................................................... 4
The job ...................................................................................................................................... 5
  Job description ..................................................................................................................... 5
  Duty statement ..................................................................................................................... 5
  Selection criteria ................................................................................................................... 6
The selection process ............................................................................................................... 7
  Eligibility ............................................................................................................................... 7
         More information ............................................................................................................. 7




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UNCLASSIFIED                                                              CANDIDATE INFORMATION KIT




Where the job fits

The Enterprise Solutions and Technology Sub-plan
The EST Sub-plan supports ATO outcomes by providing efficient and effective enterprise
solutions and information technology (IT) services. This includes IT architecture and design
services, applications, infrastructure, and security services. EST also provides leadership of our
enterprise processes and capabilities.

Through ongoing advice and support, the EST Sub-plan builds strong relationships by
collaborating with key stakeholders and service providers. The EST Sub-plan:

      ensures IT systems are reliable, responsive and available
      supports and facilitates ATO change and innovation, by leading and governing
       enterprise capabilities including: IT strategy, architecture, design processes, information
       management, systems and technology, risk management, intelligence, project
       management, IT security and information security
      optimises and leverages enterprise technology, systems and processes
      manages ATO technology investments in a robust and transparent process.


The EST Sub-plan comprises six areas:
      Change Program
      Business Solutions
      Enterprise Applications
      Office of the Chief Knowledge Officer
      Strategy, Planning and Assurance
      Business & ICT Provider Relations


Business & ICT Provider Relations
The ATO has one of the largest Information and Communication Technology (ICT)
environments in Australia. ICT services are delivered to internal (ATO) and external clients
(taxpayers, agents, etc). The ICT infrastructure environment has been largely outsourced since
1998.
The focus of the Business & ICT Provider Relations branch is to implement the IT Sourcing
Strategy as endorsed by the ATO Executive in 2007 and revised in 2009. This includes
maintaining the ICT Service continuity pending sourcing outcomes, as well as managing the
current service provider contracts and the transition to each of the three bundles of new
contracts.
The Business & ICT Provider Relations branch comprises two business areas namely the
Sourcing Program and Service Provider management. The focus of our branch is to:



UNCLASSIFIED                                                                            PAGE 3 OF 7
UNCLASSIFIED                                                           CANDIDATE INFORMATION KIT




      Implement the recommendations of the “Vendor Projects Integration” report through our
       Service Provider Management business area as reflected in the Sourcing Strategy.
      Source new contracts for the three bundles of outsourced services; Managed Network
       Services (MNS), End User Computing (EUC); and Centralised Computing (CC). The
       procurement for this work is currently anticipated to run until the end of 2010.
      Transition each of the three bundles from existing service providers and implementing
       the Enterprise Service Management Centre (ESMC). This transition to new service
       providers will be a lengthy process, potentially stretching to mid 2012.
      Implement the new Operating Model which is consistent with the Sourcing Strategy and
       outcomes based contracting.
      Reposition functions from business areas that are not in the scope of the Sourcing
       Strategy to other organisational positions.
      Establish a governance, finance, planning and reporting capability across our branch in
       line with our Subplan and corporate requirements.


Service Operations Centre (SOC)
The Service Operations Centre (SOC) sits within the Client Liaison and Service Support Branch
of the Tax Office‟s Enterprise Solutions and Technology (EST) group. SOC is responsible for
ensuring EST infrastructure meets the day to day business requirements of the Tax Office.
Services provided by the SOC include:
      Incident, Problem, Change, Release and Configuration Management (which are all run
       under the ITIL framework);
      Reporting services which provide some 300 reports to teams across the ATO;
      Infra Support team provide technical support for the ATO‟s service management tool
       Infra Enterprise; and
      Development and Implementation of ITIL based Service Management processes for the
       Standard Business Reporting (SBR) initiative (including Change, Release, Incident,
       Problem and Configuration Management).




UNCLASSIFIED                                                                         PAGE 4 OF 7
UNCLASSIFIED                                                               CANDIDATE INFORMATION KIT




The job

Job description
The Incident Management Team (IMT) is responsible for the day to day handling of all IT
related Incidents for both applications and hardware infrastructure. Their goal is to restore IT
services as quickly as possible, with minimal disruption to business,

You will manage a team of 4, whose responsibilities include:

      Determining appropriate severity classification of Incidents
      Close management of critical Incidents through to resolution
      Monitoring progress of minor Incidents
      Liaising with internal and external stakeholders in pursuit of service recovery action
      Timely communication/escalation of Incidents and impacts to affected staff
      Organisation of Post Incident Reviews (PIRs)
      Maintenance of technical and business contacts lists
      Documentation of Incidents and their progress
      Provision of Incident reports, as required; and
      Ensuring a consistent approach to IT Incident resolution in the ATO.
You must be a self-motivated person with excellent communication and organisation skills.
This position will require some out-of-hours and weekend work. It is a security assessed
position and applicants must be prepared to be security cleared at the „Highly Protected‟ level.


Duty statement
Under limited direction, the occupant of this position will be required to undertake the following
duties.
1. Lead a team engaged in providing IT Incident Management Services. Determine
   appropriate severity classification of incidents and manage critical incidents through to
   resolution.
2. Contribute to the strategic direction for the Tax Office within the field of incident
   management and ensure a consistent approach to IT incident resolution in the ATO.
3. Build and maintain effective internal and external networks and relationships and represent
   the Tax Office with a range of internal and external clients and stakeholders. Liaise with
   internal and external stakeholders in pursuit of service recovery action.
4. Contribute to the effective and efficient delivery of Tax Office and infrastructure provisioning
   business through the identification, validation and implementation of business improvement
   strategies and change initiatives.



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UNCLASSIFIED                                                               CANDIDATE INFORMATION KIT




5. Participate actively in staff development and training activities of the area and take steps to
   meet the training needs of less experienced staff.


6. Apply Tax Office and Australian Public Service policy and legislation, including the
   taxpayers‟ charter, workplace relations, employment equity and diversity, occupational
   health and safety, access and equity, and the secrecy and privacy provisions, in work
   practices and in dealings with clients.


Selection criteria

1. Strategic Thinking
      Harnesses information and opportunities
      Shows judgment, intelligence and commonsense

2. Achieves Results
      Builds organisational capability and responsiveness
      Uses professional expertise
      Ensures closure and delivers on intended results

3. Cultivates Productive Working Relationships
      Nurtures internal and external relationships
      Facilitates cooperation and partnerships
      Guides, mentors and develops people

4. Shows Personal Drive and Integrity
      Demonstrates public service professionalism and probity
      Engages with risk and shows personal courage
      Commits to action

5. Communicates with Influence
      Communicates clearly
      Listens, understands and adapts to audience
      Negotiates persuasively

6. Technical Skills
      Knowledge of service management and or ITIL




UNCLASSIFIED                                                                             PAGE 6 OF 7
UNCLASSIFIED                                                               CANDIDATE INFORMATION KIT




The selection process
All ATO job applications are to be submitted through the online application system, prior to the
closing date. You will not be able to edit or submit your application once the closing time has
passed. Applicants who are unable to apply online will need to email or phone the contact
officer prior to the closing date.

You should restrict your responses to the length specified on the online application form, and
wherever possible include specific relevant examples of your work.
Your experience and skills will be assessed against the requirements of the position to
determine your suitability. If you are successful, a release date will be negotiated with your
current manager.


Eligibility
To be eligible to apply for vacancies, you must be a current ongoing ATO employee. For
vacancies advertised as transfer at level, you must be at the same substantive level as the
vacancy.
Please speak with the vacancy contact officer if you have any concerns or questions regarding
your eligibility.


   More information

You can find more information about how to apply for vacancies using e-Recruitment on the
careers site, please read the applicant user guide before accessing the system for the first time.
General recruitment information is also available on the careers site.




UNCLASSIFIED                                                                             PAGE 7 OF 7

				
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