ICT Manager

• Full Time, 2 years Fixed Term
• 5 Weeks Annual Leave & Monthly Accrued Days Off

Oral Health Victoria is the leading public oral health agency in Victoria. Our aim is to improve the oral health of all Victorians, particularly vulnerable groups and those most in need. We provide Victorians with quality oral health care through the Royal Dental Hospital of Melbourne and work collaboratively with our partners to deliver oral health programs to benefit all Victorians.

About the role:

The Manager, ICT Services leads the day-to-day partnership between ICT service delivery and the organisation, ensuring reliable, secure, compliant and user-centred technology and service. The role oversees ICT operations, cyber security posture, audits, enterprise platform reliability and continuous improvement, while maintaining governance across incident, request, problem, change and knowledge management to drive measurable improvements in service quality, cyber resilience, risk posture and user experience. Working closely with the Director, ICT Services, the role also develops and delivers annual ICT work plans, technology refresh programs and capacity strategies to ensure a modern, secure and scalable environment

Your responsibilities will include: 

• Own and mature the partnership model between department and the organisation, in an ITIL-aligned service management framework (Incident, Request, Problem, Change, Knowledge, CMDB)
• Develop and maintain service reporting, including SLA/OLA/KPI dashboards, trend analysis and continuous improvement actions
• Lead Major Incident Management, including coordination, communications and post-incident reviews
• Ensure accuracy of CMDB, ICT assets and licence records to support audit, lifecycle management and DR readiness
• Drive effective problem and change management practices to improve stability and reduce service disruption
• Lead quality assurance across ticketing, change records, configuration items, asset lifecycle and privileged access controls
• Oversee ISO 9001 certification and ensure ongoing compliance with internal and external quality standards
• Plan, coordinate and manage internal and external audits (e.g. VPDSS, NIST, Essential Eight, penetration testing), including remediation tracking
• Ensure vendor-managed systems meet required security, audit and compliance obligations
• Translate ICT strategy into actionable operational and project plans with clear outcomes and success measures
• Ensure all digital change incorporates security, privacy, QA and service management controls
• Lead major change readiness and hyper care activities in collaboration with delivery partners
• Establish analytics-driven feedback loops to support continuous improvement
• Act as ICT escalation point for business stakeholders and maintain strong demand management through IT business partnering
• Provide clear reporting to the Director ICT Services and governance forums covering risk, performance, compliance and service outcomes
• Develop and deliver annual and quarterly ICT operational plans aligned to organisational priorities, budgets and service needs
• Lead infrastructure refresh and capacity planning roadmaps across core platforms (servers, storage, network, endpoints and cloud)
• Monitor service performance, capacity, cyber resilience and financial metrics to drive stability, optimisation and customer experience outcomes
• For a full list of duties please click here the position description.

You will have:

• Strong knowledge of ICT service delivery operating models in complex, multi-site or healthcare environments
• Deep expertise in ITIL service management practices, including Incident, Request, Problem, Change, Major Incident, Knowledge and CMDB
• Solid understanding of cyber security frameworks (e.g. Essential Eight, VPDSS, ISO 27001, NIST CSF) and operational application
• Experience with cyber incident response, escalation, evidence handling and post-incident review processes
• Proven ability to align ICT strategy with business objectives and present roadmaps to executive and board-level stakeholders
• Experience driving IT transformation from reactive, ticket-based support to proactive, value-driven and product-oriented service delivery models
• Strong capability in ICT governance, risk and compliance, including audit readiness, SLA/XLAs, CMDB integrity and lifecycle management
• Demonstrated experience managing IT budgets, vendor relationships, demand management and delivering clear communication across technical, clinical and business stakeholders

Why you should be a part of our team? 

• Enjoy salary packaging benefits and exciting career development pathways that empower you to grow!
• Take advantage of our monthly Accrued Day Off (ADO) to recharge and focus on what matters most.
• Join a dynamic team with a diverse range of skills and experiences, where collaboration sparks innovation.
• Work in the heart of Carlton, surrounded by amazing coffee shops and delicious food!

To submit your application, please click ‘Apply’ and follow the prompts. For any queries, please contact careers@dhsv.org.au. Please note that applications to this email address will not be monitored.

We will be actively reviewing applicants so please do not hesitate in applying as we may fill this role before the close date.

Applications close: Friday, 15^th May

Please note: We reserve the right to withdraw this ad prior to the closing date once a suitable candidate has been identified.

We acknowledge that diversity increases our ability to transform and achieve better health outcomes therefore we encourage applications from Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse background, all members of the LGBTQI community and people with disability. 

If you require any reasonable adjustments to fully participate in our recruitment process, please email careers@dhsv.org.au  

OHV is committed to child safety and wellbeing and has zero tolerance for child abuse and harm. We provide an inclusive and welcoming environment where cultural safety for children is promoted and practiced. 

OHV is a public health service and requires employees to be vaccinated in accordance with policies published by the Department of Health and/or public health orders issued by the government.