Cloud Service Manager

Cloud Service Manages monitor cloud usage and work with Cloud Architects and cloud service consumers to ensure cloud service usage is meeting, and can be evolved to better meet, agency objectives. Maintain awareness of cloud service offerings as well as business and customer usage and demands, then advises on, plan and optimises the consumption of cloud services by the agency. Key duties and responsibilities System Ownership and Administration Act as the business owner and primary administrator for the Cloud Awards platform. Maintain system availability, security, performance and data integrity. Manage system configuration, user roles, permissions and access controls. Oversee onboarding, maintenance and removal of user accounts in accordance with approved governance arrangements. Coordinate incident management, problem resolution and service requests. Monitor system performance and identify risks, issues and opportunities for improvement. Vendor and Contract Management Manage the Cloud Awards support and development contract. Monitor supplier performance against contractual obligations, service level agreements and key performance indicators. Review and approve deliverables, invoices and work plans. Facilitate regular governance meetings with the supplier and ensure effective issue resolution. Provide advice to senior management on contract performance, risks and future requirements. Technical Development and System Enhancements Lead the identification, prioritisation and delivery of system enhancements. Translate business requirements into technical specifications and implementation plans. Coordinate testing, user acceptance activities and production releases. Work closely with ICT teams, vendors and business stakeholders to ensure successful implementation of changes. Maintain a program of continuous improvement to enhance system capability, efficiency and user experience. Stakeholder Engagement Develop productive relationships with business users, super users, ICT teams and external service providers. Provide advice and guidance on system functionality, capabilities and best practice. Facilitate stakeholder consultation to understand operational requirements and identify improvement opportunities. Communicate system changes, outages and enhancement initiatives effectively across the Secretariat. Governance, Audit and Reporting Lead the monthly audit review process and ensure findings are addressed appropriately. Monitor compliance with security, privacy and records management requirements. Prepare regular system performance, audit and risk reports for senior management. Maintain system governance documentation, operating procedures and support materials. Contribute to business continuity and disaster recovery planning activities. Representation and Leadership Represent the Honours and Awards Branch at ICT governance forums, working groups and sub-committee meetings. Provide strategic advice on system risks, opportunities and future capability requirements. Foster a culture of continuous improvement, innovation and customer-focused service delivery. Support organisational change activities associated with system enhancements and new functionality. Criteria The buyer has specified that each candidate must provide a one page pitch to address all criteria specified. This is equal to 5000 characters. Essential criteria 1. Consultancy: Level 5 (SFIA) Takes responsibility for understanding client requirements, collecting data, delivering analysis and problem resolution. Identifies, evaluates and recommends options. Collaborates with, and facilitates stakeholder groups, as part of formal or informal consultancy agreements. Seeks to fully address client needs and implements solutions if required. Enhances the capabilities and effectiveness of clients, by ensuring that proposed solutions are fully understood and appropriately exploited. 2. Contract management: Level 5 (SFIA) Oversees and measures the fulfilment of contractual obligations. Uses key performance indicators to monitor and challenge performance and identify opportunities for continual improvement. Develops strategies to address under-performance and compliance failures, including the application of contract terms. Identifies where changes are required, evaluates the impact, and advises stakeholders about the implications and consequences. Negotiates variations and seeks appropriate authorisation. Actively supports and engages with experts and stakeholders to ensure continual improvements are identified through review and benchmarking processes. Develops and implements change management protocols. 3. Service level management: Level 6 (SFIA) Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented. Ensures that service level agreements are complete and cost-effective across the catalogue of available services. Ensures that operational methods, procedures, facilities and tools are established, reviewed and maintained. Prepares proposals to meet forecast changes in the levels or types of services. Reviews service delivery to ensure that agreed targets are met. Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services. 4. Specialist advice: Level 4 (SFIA) Provides detailed and specific advice regarding the application of their specialism to the organisation's planning and operations. Actively maintains knowledge in one or more identifiable specialisms. Recognises and identifies the boundaries of their own specialist knowledge. Where appropriate, collaborates with other specialists to ensure advice given is appropriate to the organisation's needs. 5. Supplier management: Level 5 (SFIA) Manages suppliers to meet key performance indicators and agreed targets. Manages the operational relationships between suppliers and ensures potential disputes or conflicts are raised and resolved. Performs bench-marking and makes use of supplier performance data to ensure that performance is adequately monitored and regularly reviewed. Use suppliers' expertise to support and inform development roadmaps. Manages implementation of supplier service improvement actions. Identifies constraints and opportunities when negotiating or renegotiating contracts. Opportunity summary Sellers can submit Up to 2 candidates Number of sellers invited Fewer than 5 Number of candidates submitted Fewer than 10 Send us feedback About Accessibility Privacy Terms of use Disclaimer and copyright An initiative of the Digital Transformation Agency The Australian Government acknowledges the Traditional Owners of Country throughout Australia and acknowledges their continuing connection to land, waters and community. We pay our respects to the people, the cultures and the Elders past and present. © Commonwealth of Australia