As a Service Management Specialist reporting to the Delivery Manager of the Frontline Technology Domain, you will be responsible for the implementation and delivery of end-to-end technology management services. Your focus will be on delivering reliable, high-performing IT services, ensuring that our critical infrastructure supports day-to-day police operations effectively and efficiently. This is a unique opportunity for someone passionate about service management and continuous improvement in an agile, mission-critical environment.
Victoria Police is a contemporary and agile workplace and supports flexible working arrangements. You will be part of a supportive and progressive team that supports and enables career development.
About the role:
The Service Management Specialist role reports to the Delivery Manager and is part of the Frontline Technology Domain.
Your role accountabilities will be:
- Provide design, implementation and oversight of service management process to ensure service quality, efficiency and alignment with agreed strategies.
- Provide high level specialist advice, identify, and evaluate strategic issues and risks and develop contingency plans and solutions to ensure quality outcomes, consistency, and standardisation of services.
- Actively plan, monitor, manage and deliver initiative objectives and outcomes to ensure initiatives remain within their service levels
- Oversee the day-to-day delivery of services, monitoring performance metrics, ensuring seamless service delivery and coordinating with internal teams and service providers.
- Assist with the development and implementation of service strategies, policies and standards.
- Engage with internal delivery teams, delivery partners and external consultants to implement changes and new additions to ICT products and services. Manage changes, and enhancements to ICT products and services, including overseeing change requests.
- Ensure that information management, security and privacy, and quality assurance procedures are accurately implemented and maintained to ensure the integrity of the control's environment and compliance with Victoria Police standards and procedures.
- Establishment and management of governance policies to ensure service operations and its compliance with regulation, policies and standards.
- Support a culture of security and governance by adhering to all security, privacy or associated patterns, policies, or standards. Ensure the safe handling and management of Victoria Police data and systems, including engaging with broader teams to ensure outcomes delivered are secure by design and meet operational security expectations.
- Assist with collaborative and planning processes, aimed at prioritising the work that needs to be done against the capacity and capability of the team.
- Actively participate in the agile service delivery community and provide specialist advice on process maturity and updated best practices across the organisation and industry.
- Maintain key partnerships with internal stakeholders, service providers, other Government Departments, and their associated agencies and manage communications and negotiations, consistent with organisational policies, requirements, and frameworks.
As the successful applicant, you will have:
- Demonstrated experience and advanced comprehensive in-depth knowledge and expertise in developing, maintaining and continuously improving service functions or capabilities in accordance with business requirements, industry recognised frameworks, standards and systems within a large, highly complex environment.
- Proficient in ServiceNow and sound knowledge in The Information Technology Infrastructure Library (ITIL) Frameworks
- Extensive senior service management in all el
ements of a product development lifecycle including the development of plans, governance, reporting, implementation, and post implementation reviews.
- Experience in fostering customer satisfaction and ensuring service delivery meets or exceeds customer expectations and ensuring service management processes and policies are consistently followed leading to improved quality and compliance.
- Demonstrated ability and commitment to continuous improvement and innovation across areas of responsibility.
- Proven experience in imbedding security, risk management and governance as part of operational deliverables within a protected level security and privacy environment.
- Demonstrated ability to engage with broader teams to design and deliver operational security controls and processes in line with security by design, including reporting and managing remediation of noncompliance to meet Victoria Police security obligations.
- Possess a high-level interpersonal acumen including excellent written and oral communication skills, the ability to build and maintain strong relationships and a high degree of responsibility, professionalism and courteousness when dealing with stakeholders.
- Ability to engage, negotiate and collaborate with cross-functional teams to understand requirements and deliver solutions which are which is consistent with organisational requirements, governance framework, best practice, and industry standards.
- Proven ability to monitor client and stakeholder satisfaction and constructively manage stakeholder issues to ensure positive outcomes for the stakeholder and the Region/Department/Command.
Requirements and relevant information:
- Australian Citizenship is a must. PR not sufficient.
- One (1) x full-time, ongoing position available.
- VPSG6 salary range $138,631 - $185,518 p.a. plus superannuation.
- This position is located at Victoria Police Centre, 311 Spencer Street, Docklands.
- This position may require out-of-hours work as indicated in the Position Description relating to after hours service management issues (as attached to the advertisement).
- The successful applicant will be required to undergo National Security Vetting, achieve and maintain a security classification as determined by the Department Head. To achieve this, applicants must be an Australian Citizen.
- The successful applicant will be required to undergo pre-employment checks which may include fingerprint checks and misconduct screening.
- We expect our people to foster a safe and inclusive environment where their behaviour and attitude reflects, builds upon and promotes a positive and collaborative workplace that respects the culture and values of Victoria Police.
Your application must include:
- Resume with a Cover Letter
- Completed application form – the word document (2. Application form) for you to complete and attach to your submission, is attached to the job advertisement.
Applications close Tuesday 30 September, 2025.
Please Note: All applications will need to be submitted through one of the following platforms: Victorian Government careers website (Careers.vic). Applications will not be accepted via other platforms or email.
For further information, please contact: Unni Nair on [email protected] or 03 8335 1276
We welcome applications from people with disability and aim to support an inclusive recruitment experience. If you require a copy of this advertisement and attached documentation in an accessible format or would like to discuss an access requirement/reasonable adjustment for the recruitme
nt process (including an alternate method of submission of the application), please contact VPS Recruitment via email [email protected] or on (03) 8335 6004.
About Us:
Victoria Police has a dedicated workforce of more than 22,000 employees consisting of police, protective services officers, police custody officers, and public service staff. Each employee plays a vital role in providing the 24/7, 365 days a year emergency response and public safety capability the organisation delivers to its community. As a Victoria Police employee, you have a dedication and commitment to community safety.
Victoria Police is committed to creating a workplace that is safe and inclusive of all our people. We empower and expect our people, at all levels, to develop interpersonal connections and collaborate, use sound judgement, and create and innovate.
In alignment with the principle of self-determination, Victoria Police is dedicated to enhancing our collaboration with the Aboriginal community in Victoria as we build a culturally safe and inclusive workplace for Aboriginal and Torres Strait Islander employees. We continue to engage and build relationships with local Aboriginal communities and work closely with them to enhance opportunities and services aimed at empowerment, equality, and equal participation across all areas of the organisation.
We value the diversity and differences of our employees, including their age, gender, culture, religion, sexual orientation, abilities, and life experience. We celebrate these diverse experiences and perspectives as each person brings an informed and contemporary approach to our work which enhances the wellbeing of all. We aim to provide a safe place that is reflective of the community it serves, allowing everyone to bring their whole selves to work.”
If after reading this, you're not sure you tick every single criteria box, but have the passion to get behind our purpose, the determination to face a challenge and a willingness to grow and learn, we think you should click the apply button anyway. We're passionate about building a diverse and inclusive team, and love hearing from people like you.
Find out what it is like working as a Victorian Public Servant for Victoria Police: https://www.police.vic.gov.au/vps