Housing & Community Building (HCB) is a Division of DHS and

exists to provide adequate, affordable and appropriate housing

solutions to those Victorians most in need of housing assistance.
HCB consists of a number of operational business units, one of
which is the Business Systems Branch (BSB). BSB is responsible
for managing the delivery of Business and IT services to support
HCB’s business requirements.

BSB is seeking to engage a Manager to take accountability for the

leadership of the Systems Support teams (desktop, applications
and infrastructure) and to undertake the Contract Management of
any external support contracts with 3rd party vendors.

POSITION DETAILS

Title: Manager – Systems Support

Classification: VPSG-6
Division/Branch: Housing and Community Building, Business Systems Branch
Work Location: Level 12,120 Spencer Street, Melbourne
Position Number: DHS/HOUS/21463
Employment Type: Fixed-Term, Full-time to December 2008
Salary Range: Value Range 1: $85,350 to $99,782
Value Range 2: $99,783 to $114,216
Further information: Jessica Millis
Phone: (03) 9092 1836
Position reports to: Director Business Systems
Closing Date: 3 December 2007

Organisational Environment
The Department
The Department of Human Services (DHS) is the largest Victorian
government department directly employing over 11,000 staff. It
provides, funds and regulates a range of services to people
throughout Victoria. The services provided directly include public
rental housing, disability accommodation, child protection,
juvenile justice and some mental health services. Three
metropolitan and five rural regions deliver the direct services as
well as funding and regulating services provided by agencies
within the department’s portfolio.

Division/Region –

Housing & Community Building (HCB) is a Division of DHS and

exists to provide adequate, affordable and appropriate housing
solutions to those Victorians most in need of housing assistance.
HCB consists of a number of operational business units, one of
which is Business Systems Branch (BSB).

BSB is responsible for managing the delivery of Business and IT

services to support HCB’s business requirements. BSB is currently
managing a large project called the Housing integrated
 information Program (HiiP). The objective of HiiP is to replace
HCB’s current legacy applications, the major system being ISIP,
used currently by over 1100 staff to manage all client, tenancy,
property and financial operations for HCB.

BSB undertakes approximately 50 projects each year (technical

and non-technical) and the HiiP project is one of the most
significant projects undertaken within HCB over the last decade,
and amongst the largest IT projects being undertaken in the
Victorian Government. The first module of HiiP has been
implemented.

Organisational Values
Professional Integrity
We treat all our people with dignity and respect.
Quality
We always strive to do our best and improve the way we do
things.
Collaborative Relationships
We work together to achieve better results.
Responsibility
We commit to the actions we take to achieve the best possible
outcomes for our clients.
Client Focus
We work towards improving the health and wellbeing of our
clients and community.
Accountabilities:
Operating at Value Range 1, you will:
 Leadership and performance management of Systems Support teams.
 Ensure Systems Support teams are providing maintenance and support for
all BSB supported applications. This will include HiiP modules as they are
progressively implemented.
 Undertake minor enhancements (eg configuration changes, data fixes) to
production systems / applications post implementation.
 Reporting at an Executive Level on all aspects related to BSB Systems
Support.
 Manage the negotiation of contract conditions for the implementation &
maintenance of all infrastructure.
 Strong Contract Management of 3rd parties who provide facilities
management services required by OoH.
 Strong Contract Management of software providers who deliver and
maintain OoH software.
 Managing internal and external suppliers to provide 1st level help desk
support which meets user expectations and requirements.
 Management and Implementation of support plans with stakeholders in
accordance with contracts.
  Managing asset procurement and purchasing for the Branch, eg desktop
procurement.
 Manage desktop and server support and facilities management, ie support
functions for desktop systems.
 Plan and manage a Disaster Recovery Strategy for all HCB systems. To be
responsible for annual Disaster Recovery testing and transition post HiiP
implementation.
 Plan and manage infrastructure decommissioning activities.
 Supply and delivery of relevant technical expertise to development
projects/programs.

Operating at Value Range 2 in addition to the above, you will:

 Provide strategic outlook/deliverables in relation to Systems Support and
Business Systems.
 Mentor and provide authoritative and strategic advice to Business Systems
Functional Managers and stakeholders on systems support issues.
 Provide strategic direction in achieving a high maturity in support
processes.

Key Selection Criteria

Personal Qualities:

Analytical Capability
Demonstrated experience in the proactive identification and analysis of project
issues and risks affecting the achievement of project tasks & scheduled timelines;
Demonstrated ability to provide project impact assessment reports based on
project issues & risks.

Communication skills
Strong written, verbal and facilitation communication skills; Demonstrated
competence at developing, maintaining and engaging collaborative working
relationships with a wide range of stakeholders whilst maintaining standards and
processes.
Customer Focus
Committed to delivering high quality outcomes for clients by listening and
understanding customer needs; Seeks ways to improve services

Relationship Building
Promotes harmony and consensus through diplomatic handling of disagreements
and building trust through consistent actions, values and communication

Knowledge and Skills:

Project Management
Demonstrated use of standard Project Management methodology (PRINCE2
experience preferred); Produces detailed project plans where objectives are
clearly defined and action steps for achieving them are clearly specified; Monitors
performance against objectives and manages project risks and issues and ensures
project objectives are met
Management and Leadership Skills
Extensive experience in successfully managing multi-functional technical teams
responsible for the end-to-end delivery and support of large-scale IT system
implementations, incorporating packaged and custom-built requirements.
Experience would be with diverse teams covering:
 Systems architecture, specification, development and implementation
 Service management e.g. service support and service delivery
 Desktop support
High-level capacity to assess critical IT, project and business issues and to
identify and recommend methods to resolve these.

Relationship Management and Negotiations Skills

Sophisticated interpersonal skills including demonstrated capacity to build
productive relationships with people at all levels within and outside the
Department; Proven ability to secure ongoing business, third party and executive
management commitment to project objectives, deliverables, outcomes and
timelines; Proven ability to constructively address, manage and resolve conflicts
between parties and secure agreement moving forward on executive level; Ability
to manage business relationships with clients and external suppliers and
negotiate service level agreements, including monitoring contractual
performance.

Strategic Initiative
Demonstrated capacity to clearly and concisely advise senior management on
technical concepts, ideas, policy and strategic IT issues; Ability to initiate and
recommend options with a long term perspective, ensuring that plans and
outcomes contribute to cross DHS and government priorities.

Specialist Expertise:

Systems Knowledge & Technical Skills

Demonstrated experience in the use of ITIL processes and procedures.
A good understanding of all phases of the System Development lifecycle, methods
and tools.
Advanced IT project-scheduling skills using appropriate project planning tools
such as MS Project.

Project Management
Thorough working knowledge of developing and implementing Project
Management processes.
Desirable Qualifications:
 Solid Systems Support experience (3 years plus) in project environments.
 ITIL certification
 Knowledge of HCB business processes and systems an advantage
 A tertiary qualification in Business or Computer Science.

Other Relevant Information

 How and Where to Apply
Applicants are encouraged to visit
www.dhs.vic.gov.au/careers/vacancies.htm to obtain
‘Information for Applicants’ (an outline of our application,
 assessment and selection processes and the range of benefits
available when working with the department) and to apply
online.
Alternatively, applications complete with a covering ‘Hard Copy
Application for Employment’ form (also available from
www.dhs.vic.gov.au/careers/vacancies.htm) quoting the
relevant reference number can be mailed to: Recruitment
Officer, Eastern Metropolitan Region, Locked Bag 2015 Box Hill
3128.
 Employment Safety Screening Requirements
The department is committed to selecting people able to
provide quality services and a safe working environment to our
clients. Accordingly, we have rigorous employment safety
screening requirements for all new staff.
All competitive applicants will be required to undergo additional
employment safety screening. This involves establishing
identity, consenting to a National Police Records check, and
verification of claims through referee comments.
All of our employees are required to comply with the Victorian
Public Service Code of Conduct.
Diversity

The department values diversity, is an Equal Opportunity
Employer, and encourages applications from people with a
disability and Indigenous Australians.
Agreement/Award Coverage

This role is covered by Community Public Service Union (CPSU)
Victorian Public Service Agreement 2006. Salary advancement is
by progression assessment.
If you are successful in this job application and you are not

currently a departmental employee, you will be required to fill
out an existing Injury/Disease Declaration Form.

Specific Health and Safety Requirements

The Department has a significant number of policies, guidelines,
procedures and risk assessment tools to minimise Occupational
Health & Safety risks in the workplace. Staff are required to be
familiar with, adhere to, and in some cases use and manage
relevant policies, guidelines, procedures and risk assessment
tools.
In this role the known risks include basic manual handling and
the correct set-up of computer based workstations. If the role
involves travel and/or interface with clients, the fleet Safety
Policy and specific policies and guidelines on Occupational
Violence and Stress should also be accessed.

Privacy Notification
The department requires declarations and personal information
relevant to your employment. The collection and handling of
this information will be consistent with the requirements of the
Information Privacy Act 2000.