Position Title: Service Centre Manager
Classification: EL1
Position Number: 5209
Tenure: Ongoing
Duration: Permanent
Section: Business Engagement 
Group: Innovation and Technology
Division: Policy and Corporate
Location: ACT
Immediate Supervisor: Executive Level 2
Security Classification: BASELINE

Group Responsibilities

The Innovation and Technology Group (ITG) is responsible for developing and delivering upon the technology strategy and the continued digital transformation of IP Australia across all levels of the organisations internal and external interactions. This is done by embracing transformational and innovative technologies embodying a customer centric and agile culture to deliver smart solutions and new approaches that significantly improve both our internal and external stakeholder experiences. In working in this way the Innovation and Technology Group is set to position IP Australia as both a Domestic and International ICT leader across Government and beyond.

Section Responsibilities

Business Engagement is responsible for 1st and 2nd level support of IP Australia's internal ICT systems via the Service Centre. The sections responsibilities include stakeholder engagement, service level management, incident management and reporting. We will nurture and manage relationships between ICT and IPA by providing best practice information, advice and solutions.

Job Description / Context of the Role

The successful applicant will work as a Service Centre Manager within the ITG Business Engagement Section. The position has responsibility for:

  • Meeting, or exceeding agreed timeframes under the current SLA and Quality objectives
  • Implementing best practice within a Service Centre environment
  • Contributing to the leadership and long-term strategic direction within ITG, including planning and providing technical input into ITG initiatives as specified within the groups operational plan.

Job Specific Duties

  • Manage resources to maximise the effectiveness of support provided to our internal and out posted staff
  • Be an effective team leader, including the ability to coach, develop and manage the performance of employees in the team and embrace new approaches and delivery methods
  • Provide sound judgement and technical advice in a fast-paced environment
  • Ability to communicate the strategic direction for the team in line with the broader ICT Strategy and agency strategic direction
  • Communication skills (written and oral) of a high order, including the ability to interact with senior members of staff from across the agency
  • Demonstrates attitudes and behaviours responsive to workplace change (including participates in and encourages others to participate in change and contribute to successful outcomes)
  • Improves organisational performance through effective engagement with and management of risk within relevant sphere of influence
  • Establishes clear expectations and creates an environment to achieve stated goals and objectives, takes ownership and honours commitments
  • Maintains an understanding of their/worker responsibilities under the Work Health & Safety Act 2011 (WHS Act) and a commitment to promoting a healthy and safe workplace.

Job Specific Capabilities

  • Experience in leading a Level 1 and Level 2 help desk is essential
  • Experience in Incident, Problem, Request, and Asset Management is essential
  • Experience in IT hardware configuration, issue, loan, support, and moves is essential
  • Experience in System Access Provision, revocation, and audit is essential
  • Formal qualifications in ICT and Communications would be an advantage
  • Experience in process improvements and automation, designing and implementing improvements to a service centre would be an advantage
  • The successful candidate will hold, or have the ability to gain, and maintain a Baseline security clearance.

Application Requirements

To apply for this position, candidates are asked to:

  • Frame their response around the job specific duties and job specific skills, knowledge and capabilities of the role and provide an explanation of how their skills, knowledge and experience will be relevant to this role, utilising examples of recent major achievements (1-2 pages)
  • Provide a current CV
  • Provide the name and contact details of two referees
  • Provide details of any current security clearance or state ability to obtain a security assessed clearance.

Applications must be submitted through the IP Australia Web Recruitment system (ESS)

Please note: you MUST be an Australian Citizen to be engaged in the APS and to meet IP Australia’s security clearance requirements.

Contact Officer

For further information pertaining to this job please contact Ben Drysdale on 02 6283 2627

Apply for this role

Working in IP Australia

Australia’s Intellectual property (IP) rights system supports innovation, investment and international competitiveness. IP Australia administers Australia’s IP rights system, specifically patents, trade marks, designs and plant breeder’s rights. IP Australia also undertakes programs to educate and promote an awareness of intellectual property (IP), provides IP policy input to Government, develops legislation to support the IP system and contributes to bilateral and multilateral negotiations to improve IP protection internationally.

IP Australia strives to deliver robust IP rights efficiently, satisfy our customers in terms of timeliness and value for money and be recognised as one of the leading IP offices in the world for the quality (including accuracy and consistency) of the IP rights we grant. IP Australia is committed to external certification of our Quality Management System which involves applying ISO 9001:2008 to key business processes and to environmental management through ISO14001 certification within the agency.

All IP Australia staff contribute to the achievement of organisational outcomes and the overall management of IP Australia by assisting, as appropriate, the Commissioner of Patents and the Registrars of Trade Marks and Designs and Plant Breeder’s Rights, and their deputies (where relevant), to perform statutory functions, and where appropriate, exercise relevant delegations.

IP Australia recognises the importance of employees balancing their work and personal lives by offering staff access to an ongoing series of health and wellbeing programs, flexible work-life policies and a range of professional development programs. IP Australia is a breastfeeding friendly workplace.

The IP Australia office in Canberra provides high quality accommodation and facilities. These include: an on-site café, conference, meeting and training rooms; limited on-site parking for cars and motor cycles available on a rotational basis; the provision of undercover bicycle racks; excellent shower/change facilities for staff choosing to walk or ride to work; and the advantage of all staff being co-located in the one building.

Please note: All IP Australia positions are subject to an ENTRY ONLY pre-employment check unless a higher security clearance has been identified. Other pre-employment checks may also apply.


Job documentation updated and endorsed for use: 
Monday, July 1, 2019