Airlines - Corporate Operations

Description:

Business Service Manager (Job Number: 024418)

Mascot Corporate Campus
Executive Level opportunity
Ensure the seamless and successful end-to-end delivery of technology services

Qantas is widely regarded as a leading airline and one of the strongest brands in Australia. We have built a reputation for excellence in safety, operational reliability, engineering and maintenance, and customer service. Qantas proudly recognises the value and the dedication of our employees across the globe and is one of the largest employers in Australia.


The Business Service Manager (BSM) role is a critical role in the new IT Operating Model focused on ensuring the seamless and successful end-to-end delivery of technology services for the achievement of business outcomes. The BSM is responsible for ensuring business requirements are represented through integration, management, development and tuning of the delivered technology services from across IT and multiple service partners.

The role requires a strong understanding of how the combination of applications, underlying technology and data provide an end to end business service to customers, and how this service can be continuously optimised, improved and maintained by working across IT and abroad service partner base.

This Business Service Manager reports into the Manager, Business Services with direct accountability to the Head of(Business Engagement Team) for provision of end to end Business Service.

In return, Qantas will offer you a diverse and attractive range of benefits, and a variety of career options arising from the complexity and specialisation of the various businesses.
You will be responsible for:

Leading and managing the Business Service Management team in the delivery of end-to-end IT operational services in line with agreed business service levels
Ensuring creation and maintenance of a service specification outlining the catalogue of services provided to the business; and working with other Business Service Managers to ensure creation of a business service level reporting capability
Designing and implementing key performance metrics to improve Service and Supplier Management productivity, and managing the service partner relationships to drive cost reduction initiatives and find areas of improvement
Ensuring that changes to services are reviewed and approved by Business end users, Technology Managers then implemented, communicated to service partners and built into contracts as required
Overseeing planning activities in relation to designing for capacity and availability and designing for recovery, in addition to creating appropriate budgets to ensure service continuity
Managing relationships with key stakeholders, actively manage their expectations & monitor satisfaction levels; Act as the primary connection between service and supplier management and the business for operational delivery

Requirements:

To be successful in this role you will display:

Bachelors or Master’s Degree in Information Technology, Computer Engineering, Computer Information System, Software development or relevant field
Minimum 5 years’ experience of IT Operational Management (preferably 3rd party vendors / partners) in a high traffic, transaction-intensive environment
Minimum of 3 years’ experience working in medium to large in sourced or outsourced technology environments
Demonstrated experience in people development and extensive experience in managing teams in a matrix organisation
Strong ITIL process knowledge with demonstrated application of capability
Experience of developing and managing commercially effective service level agreements
Experience of application, infrastructure and service provision from a customer viewpoint
A sense of commercial impact of technology actions on the business and factor this into decision making

Qantas is an Equal Opportunity Employer, and we invite you to be part of an organisation that fosters a diverse workplace,supports many charities and environmental initiatives, and is actively committed to Australia's youth, the arts and sport. Aboriginal and Torres Strait Islander people are encouraged to apply.

Embrace the Spirit and submit your application today using the Apply button below.

Apply