Department of Environment,

Land, Water and Planning

Position Description

Position purpose
The Service Delivery and Strategy Lead is part of the Technology Solutions Unit within the Strategy, Capability and
Innovation Division. The TSU is responsible for the development, maintenance and provision of information
systems and associated services that meet the fire and emergency management requirements of Forest, Fire and
Regions Group.

This position will drive implementation of best practice IT Service Management across the TSU to improve value
for the end users of fire and emergency management systems.

The Strategy, Capability and Innovation division is an important part of Victoria's fire and emergency
management arrangements, playing a key role in enabling DELWP to efficiently, effectively and safely meet its
emergency management responsibilities.

Position details
Position title: Service Delivery and Strategy Lead

Position number: 925217

Classification: VPS 5

Salary range: $92,253- $111,619 + super

Employment type: Ongoing - flexible

Group: Forest, Fire and Regions

Capability and Engagement Branch, Strategy, Capability and Innovation
Division & Branch:
Division
Work location: 8 Nicholson Street, East Melbourne

Reports to: Todd Gretton, Manager Technology Solutions Unit

Direct reports: Yes No If yes, how many? 5

Further information: Todd Gretton 0457 564 793

About the Department

The Department is tasked with ensuring that Victoria has the right conditions to enable economic growth, while
delivering liveable, inclusive and sustainable communities.

The State of Victoria Department of Environment, Land, Water and Planning 2017

delwp.vic.gov.au
 Position Description

We bring together planning, local government and infrastructure, environment, climate change, energy and water
functions, to ensure an integrated approach to the development of long-term State and regional strategies that
build on social, environmental and economic opportunities to provide for future population growth and change.
We build community resilience by adopting an all-hazards, all-agencies approach across our built and natural
environments to improve protection against natural disasters and other emergencies.
For further information about the department, please visit our website www.delwp.vic.gov.au

Context

The Group/Division
The Forest Fire and Regions Group provide end-to-end management of forests, fire and other emergencies,
through the integration of policy and on-ground operational delivery. Importantly, it also drives place-based
leadership across all DELWP portfolios, providing clarity and empowerment for staff to deliver improved services to
the community.
The Strategy, Capability and Innovation Division provides state wide enabling, support and coordination
functions to drive innovation and service excellence by the Forest, Fire and Regions Group. The division also
directly assists in the delivery of significant and complex projects and programs in the regions. The division also
works across the department, with portfolio partners and fire and emergency management agencies to support the
operational implementation of Safer Together: a new approach to reducing the risk of bushfire in Victoria.

The Branch
The Capability and Engagement Branch leads and supports best practice and innovation in the management of
capability and engagement for the delivery of forest, fire and emergency management services and broader
departmental priorities.

Accountabilities
Management of the IT Service Delivery Team including responsibility for service desk, application support,
career development and staff appraisals
Establish and refine service delivery processes based on best practice IT Service Management.
Definition of service level agreements (SLAs) in relation to internal and contracted services, ensuring the
SLAs are achieved; service quality and overall expectations are met or exceeded
Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures
are followed Build and maintain client relationships both internally and externally
To provide reports to an agreed schedule (or on request), including service desk performance reports.
Attend service review meetings; areas covered will include performance reports, service improvements,
quality and processes.
Manage the Service Portfolio and Service Catalogue to ensure all services are defined published, secure
and accessible
Build and maintain constructive relationships with internal and external stakeholders and delivery partners
Actively participate in and encourage others to support a positive organisational culture, and business and
performance excellence

Position specific requirements

$TBD - A declaration of Private Interests will be required for positions with
Financial Delegation Value
financial delegations of >$20,000

This position has the following specific National Police Check will be conducted as part of the selection process
requirements: (for all non-DELWP employees).
Victorian Drivers License is required.

2 October 2016
 Position Description

Key Selection Criteria

The key selection criteria specified below outline the capabilities required for the position.
Specialist/Technical Expertise
Relevant degree qualification in IT and/or minimum 5+ years overall experience in IT service management
Demonstrated experience of information technology service management processes
Knowledge and Skills
Leadership:
Communicates a vision that generates enthusiasm and commitment.
Recognises and rewards behaviour that is aligned with the vision.
Identifies potential issues and setbacks and guides team to optimise outcomes.
Models the behaviour expected of others.
Verbal Communication:
Clearly and confidently communicates with people at all levels of the organisation.
Understands and meets the needs of target audience.
Uses audience feedback to refine communication and ensure communications are understood.
Handles difficult and sensitive communications well.
Systems Thinking:
Formulates potential courses of action to achieve objectives based on an in-depth understanding of the
business environment and its systems.
Establishes an integrated perspective of their organisation's services and identifies the leverage points
where intervention will add value.
Strategic Planning:
Inspires a sense of purpose and direction within context.
Understands the organisation's current and future role.
Considers the ramifications of issues and long-term impact of work being done.

Department Values
Our values underpin everything we do. How we deliver our work is as important as the outcomes we achieve for
the Victorian community. Our values are the foundation of our culture and guide how we work together, with our
ministers, stakeholders, partners and the community.

The departments values are: Teamwork, Service Excellence, Ownership and Wellbeing & Safety.

Emergency Response and Health and Safety Requirements

The department plays a major role in Victorias emergency response activities, through an all-hazards, all-agencies
approach. Staff may be directly employed for these roles or may be called upon to support these activities as
required following the appropriate training and fit for work assessment.

The occupational health and safety requirements of this position include, but are not limited to:
Driving
Sedentary desk work
Field work
Emergency response work

October 2016 3
 Position Description

Other relevant information

Employment Eligibility
Recipients of Victorian Public Service (VPS) voluntary departure packages should note that re-employment
restrictions apply
Non VPS applicants will be subject to a probation period of three months
Join a Workplace Based on Fair Employment
The department offers fair employment and career opportunities. We aim to attract a diverse pool of applicants
and focus on the genuine and essential requirements of the job and being consistent and fair in our treatment of
applicants.
Balancing your Life
We understand that life balance is an important part of our employees lives. The department offers a wide range
of flexible arrangements to enable you to balance your work with other commitments and activities including family,
health, study, carer responsibilities, hobbies and life/career aspirations. We provide various options such as
flexible start and finishing times, working part time, job sharing, working from home and paid leave provisions that
can be negotiated with your manager to help balance your personal commitments with the demands of the role.
Equal Opportunity Employer
The department is an equal opportunity employer and welcomes applicants from a diverse range of backgrounds.
It is a policy of the department to provide reasonable adjustments for persons with a disability. If you need
assistance or adjustments to fully participate in the application or interview process, please use the contact listed
under Position Details.
Terms and Conditions
Conditions of employment will be governed by the Victorian Public Service Enterprise Agreement 2016 and the
Public Administration Act.
Privacy and Probity
The department affirms that the collection and handling of applications and personal information will be consistent
with the requirements of the Privacy and Data Protection Act 2014.

If you would like to receive this information/publication in an accessible format

(such as large print or audio) please call the Customer Service Centre on: 136
186, TTY: 133 677, or email customer.service@delwp.vic.gov.au .

4 October 2016