About the role:

As a Service Delivery Manager, you have the key role of maturing the service delivery capability and management of Victoria Police's radio fleet of 13,000 radio devices.  You will also have the crucial role of leading a team, setting and upholding delivery & processes and championing our agile ways of working.

Victoria Police is a contemporary and agile workplace and supports flexible working arrangements.

Service Delivery Manager

• Build a service delivery capability within the Operational Technology unit to leverage new and improved service enhancements that are offered with the newer technologies on recently upgraded radios g., Radio Wi-Fi deployment,  Long Term Evolution (LTE) connectivity, broadband Push to Talk etc.
• Develop a change management capability with external stakeholders and vendors for planned changes, outages, notifications and implement appropriate workflows to manage and provide service governance.
• Develop robust testing framework to assess newer technologies, and provide recommendations on device suitability and operational effectiveness and Monitor radio technology functionality for opportunities to improve operational efficiencies.
• Collaborate with product managers to prioritise application development aligned with product roadmaps
• Work with vendors to develop solutions and seek resolution to complex radio communications problems and provide support to continuous improvement and continuous development

The Service Delivery role for Radio Services exists within Operational Technology and is part of the Frontline Technology Domain.  The growth and complexity of radio services including the introduction of newer technologies within the current radio fleet has identified the need to build an enterprise radio services delivery model and technical capability within Victoria Police. 

The role will focus on maturing the service delivery capability within the Victoria Police radio fleet of 13,000 radio devices.  As the service delivery manager, you will be responsible to manage the radio fleet of approximately 13,000 newer upgraded devices. You WILL be required to:

• Build a service delivery capability within the Operational Technology unit to leverage new and improved service enhancements that are offered with the newer technologies on recently upgraded radios g., Radio Wi-Fi deployment,  Long Term Evolution (LTE) connectivity, broadband Push to Talk etc.
• You will be required to develop and manage an end-to-end service delivery capability to ensure radio related services including encryption, talkgroups & radio channels are managed via ServiceNow (SNOW).
• Develop a change management capability with external stakeholders and vendors for planned changes, outages, notifications and implement appropriate workflows to manage and provide service governance.
• Engage with internal delivery teams, delivery partners and external stakeholders to implement new radio changes into the ICT and new radio additions to ICT products and services.
• Provide advice and recommendations in respect of the analysis of network performance, proposed network changes, analysis and diagnosis of system faults to improve workflows for radio encryption services.
• Develop a robust governance and monitoring capability to ensure device are effectively managed to deliver optimum operating performance, this includes:
  • Test Framework -Firmware Regression Testing and Acceptance of devices/accessories.
  • Maintain the Radio Fleet map & Channel plans
  • Manage and provide service governance on radio network changes with key stakeholders and vendors.
• Provide radio support and guidance across the various stakeholder groups including both ICT service delivery teams and Operational divisions within Victoria Police.
• Provide a technical liaison and support framework and liaise with other key stakeholders within the organisation on product performance.
• Develop a strategic technical capability within the organisation to manage the growth and complexity of newer technologies within the radio network environment.
• Develop a robust testing framework to assess newer technologies, undertake assessment and provide recommendations on device suitability and operational effectiveness.
• Monitor radio technology functionality, identify and recommend to senior key stakeholders opportunities to improve operational efficiencies.
• Lead as the designated system matter expert and technical reference point and mentor to personnel within the department.
• You will provide technical advice, recommendations, and thought leadership on all technical aspects of radio devices  service
• Provide support to continuous improvement and continuous development for all team members.
• Work with vendors to develop solutions and seek resolution to complex radio communications problems.

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.

As the successful applicant, you will have:

• Ideally minimum of 10 years of experience with P25 RF radios and networks, including UHF,VHF& HF platforms and awareness of current Vic Police P25 radio networks, Geofencing and VRN
• Proven ability in establishing, leading, and coaching a team of technical specialists
• Demonstrated experience effectively engaging and working with senior providing product development and roadmaps in a technical governance role supporting radio network services within large enterprises
• Advanced knowledge working in an agile and dynamic technology environment with commercial networks LTE, Cellular and Radio with Solid understanding of networking concepts and technologies including radio, telecommunications, WAN/LAN/VPN
• Tertiary qualifications in technology with ITILV4 certification
• Experience with P25 RF radios and networks, including UHF,VHF& HF platforms.
• Experience working in an agile and dynamic technology environment with commercial networks LTE, Cellular and Radio would be highly advantageous.
• Experience working with senior stakeholders providing product development and roadmaps in a technical governance role supporting radio network services within large enterprises.
• Solid understanding of networking concepts and technologies including radio, telecommunications, WAN/LAN/VPN
• The ability to embrace and promote change, be adaptable and foster a culture of continuous improvement
• Self-motivated, highly visible and an engaging point of contact, who enjoys working with people
• Exceptional verbal and written communication skills including technical documentation skills
• Sound understanding of the current Vic Police P25 radio networks, Geofencing and VRN.
• Experience with ServiceNow is highly regarded.
• ITIL foundations certification

Requirements and relevant information:

• Australian Citizenship is a must. PR not sufficient.
• One (1) x full-time, ongoing position available.
• VPSG5 salary range $109,730 - $132,764 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.

Your application must include:

• Resume
• 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 midnight, Thursday 5 December 2024.

Please Note: All applications will need to be submitted through one of the following platforms; Jobs and Skills Exchange (JSE) website or Victorian Government careers website (Careers.vic). Applications will not be accepted via other platforms or email.

Current Victorian Government employees must apply via Jobs and Skills Exchange (JSE). 

For further information, please contact: George Soitaridis on 8600 8154 or george.soitaridis@police.vic.gov.au

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 recruitment process, please contact VPS Recruitment via email VPSRECRUITMENT@police.vic.gov.au or on (03) 8335 8082.

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. 

Having a workforce that reflects the community we serve is important to Victoria Police. We want to attract and retain people of all genders, ages, religions, disability, sexual orientation, family and caring responsibilities, and cultures including people of Aboriginal and Torres Strait Islander heritage. If you are interested in a position, we encourage you to apply as we celebrate the benefit that diversity brings to our employees, our services, and our community.

Find out what it is like working as a Victorian Public Servant for Victoria Police: https://www.police.vic.gov.au/vps