Assistant Director – Digital Strategy & Service Operations
Level: Executive Level 1
Salary Range: $119,919 – $137,443
Up to 12 months (non‑ongoing, temporary transfer or higher duties)
Overview:
The Digital Services & Technology Operations team delivers a broad portfolio of ICT initiatives that support the organisation’s strategic and operational priorities. Working closely with business areas and external service partners, the team ensures the organisation has secure, reliable and contemporary technology services. Its remit spans ICT strategy and governance, cyber and information security, operational service delivery, procurement and contract management, and compliance with protective security requirements.
The team also manages ICT policy frameworks, enterprise agreements, and shared-service arrangements that underpin the organisation’s digital environment.
The Opportunity:
The Assistant Director – Digital Strategy & Service Operations is a senior leadership role responsible for driving strategic ICT uplift, overseeing day‑to‑day service delivery, and ensuring technology operations meet organisational needs. Reporting to the Chief Information Officer, the position provides direction across ICT strategy execution, operational performance, enterprise SaaS management, vendor oversight and service assurance.
The role leads the coordination of ICT workflows, manages key technology platforms, oversees business continuity and disaster recovery arrangements, and ensures compliance with security and governance frameworks. It also acts as a primary escalation point for ICT risks, service issues and shared-service performance concerns.
Key Responsibilities
• Work closely with the CIO to progress digital strategy, governance initiatives and capability uplift programs.
• Translate strategic ICT priorities into operational plans and ensure alignment with organisational and whole‑of‑government directions.
• Lead ICT service operations, including service desk performance, incident and problem management, and high‑priority user support.
• Champion digital transformation and technology‑enabled change across the organisation.
• Monitor ICT performance, develop reporting dashboards and escalate risks or service gaps.
• Manage relationships with ICT vendors and shared-service providers, ensuring obligations, SLAs and reporting requirements are met.
• Oversee enterprise SaaS platforms and associated governance (e.g., collaboration tools, productivity platforms).
• Lead ICT procurement, contract management, asset lifecycle management and licence renewals.
• Maintain operational policies, SOPs, and continuity frameworks, escalating residual risks to the CIO when required.
• Ensure ICT operations meet PSPF/ISM requirements, including physical and personnel security controls.
• Support communication, training and change management activities related to ICT initiatives.
• Prepare high‑quality briefs, reports and governance papers.
• Drive continuous improvement and act as the central point for business demand management and service prioritisation.
• Mentor and develop staff, fostering a collaborative and high‑performing team culture.
• Contribute to ICT projects and respond to emerging priorities as needed.
Key Capabilities:
• Strategic thinking and the ability to align ICT operations, service delivery and strategy with organisational goals.
• Strong technical, commercial and analytical judgement with a focus on continuous improvement.
• Proven leadership in complex ICT environments with the ability to manage competing priorities.
• Excellent stakeholder engagement skills and the ability to provide clear, balanced advice.
• High‑level communication skills, including the ability to translate technical concepts for non‑technical audiences.
• Adaptability and confidence navigating ICT, cyber and security‑related contexts.
Qualifications & Requirements
• Essential: Demonstrated experience managing ICT services and/or support teams.
• Desirable: Tertiary qualifications in ICT or business, postgraduate study, ITSM certifications or equivalent training.
• Security: NV1 clearance
If this sounds like you hit "APPLY NOW" or email Lucy.blumer@emanatetechnology.com.au
We are an inclusive employer committed to fostering a diverse and accessible workplace. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, LGBTQIA+ individuals, people of all ages, and those from culturally and linguistically diverse backgrounds.
