Specification for ICT Contract Resources
Service Design Specialist
Located in 108 Wickham Street, Fortitude Valley, eHealth Queensland is looking for a transformative Service Design Specialist. Reporting to the Senior Director of Digital Services Management and working within the Service Design team, the Service Design Specialist play a key role in managing the service portfolio partnering with Customer Relationship Managers and Commercial Strategy to shape the digital services mix in ways that are desirable, feasible and viable.
About eHealth Queensland
eHealth Queensland advises on state-wide eHealth innovation, strategy, planning, standards, architecture and governance and is responsible for delivering clinical, corporate and infrastructure ICT programs in line with the Queensland Health vision and investment priorities, providing modern ICT infrastructure and customer support for desktop, mobile, smart devices, telehealth, data centres, network and security.
eHealth Queensland maintains an extensive services portfolio comprising of traditional and contemporary infrastructure services (e.g. desktop, productivity suite, email, secure access, networking, compute, storage data protection etc.) as well as an extensive application portfolio of business, clinical and integration applications. eHealth Queensland operates in a federated environment providing services to the Department of Health,16 HHS and commercialised business units.
Located within eHealth Queensland is the Chief Clinical Information Officer who provides strategic leadership to drive the digital enablement (using technology to improve the performance and reach) of Queensland Health.
eHealth is the custodian of a data warehouse for Queensland Health, which is a single source for data analytics for the health system. Additional information can be found via the internet at – www.health.qld.gov.au
Digital Services Management Unit
Digital Service Management is accountable for leading the life cycle management of enterprise digital health services including, contemporary design and support models, digital resilience and continuity, strategic software and asset management services and operational assurances for the portfolio of services provided to eHealth’s customers.
About the role
The role requires close collaboration and engagement across eHealth, HHS and industry stakeholders to ensure the service portfolio aligns with business objectives of the organisation while ensuring relevant digital end to end services deliver value to our customers.
You will work with projects and operational teams inform the design of ICT services focussing on, sustainability, supportable and whilst maximising the existing services portfolio value to our customers.
Mandatory qualifications /Professional registration /other requirements
This position requires a service design architect/specialist to hit the ground running to work with projects, solution architects, SMEs and operational teams ensure ICT Services are designed to be reliable, sustainable and supportable.
A hands-on role and dynamic role, you will have:
- 5 or more years’ experience in service/solution design/transition/architecture or Service design co-ordination utilising the ITIL framework
- Demonstrated expertise in facilitating the design of new services and evaluating existing ones, ensuring the delivery of sustainable, cost-effective, and purpose-fit services that align with customers' business needs.
- Demonstrated broad knowledge in current and emerging technologies, applications and “productisation” of services and their life-cycle management.
- Demonstrated capability in collaborating with existing service teams and solution architects to create practical and actionable service roadmaps, ensuring long-term sustainability.
- A deep understanding of public sector operations, (particularly within the health care context) and the challenges faced by public sector managers in the provision of services.
- Demonstrated analytical and interpersonal skills commensurate with a complex and fast evolving service delivery organisation, including the ability to communicate with clarity and influence across a broad range of internal and external stakeholders.
- Excellent oral and written communication skills and the ability to explain technology services in business terms
- Strategic planning capability to advocate for services portfolio and technology reform.
- While not mandatory, a relevant qualification would be well regarded
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Deliverables
Deliverables will be agreed with the Senior Director – Digital Services Management at commencement of engagement for the delivery of the project in accordance with eHealth Queensland standards and processes but include the documentation of Service Designs for new Services, current state assessments of existing Services and development of Service Roadmaps.
How you will be assessed
- You will be assessed on your ability to demonstrate the following:
- Proven experience in leading Service co-ordination activities within large, complex organisations and applying Service Management frameworks such as ITIL
- Hands on experience in facilitating the design of ICT Services that can be transitioned into the existing Service organisation.
- Proven ability to work with existing Services and solution architects to deliver practical and actionable service roadmaps, ensuring long-term sustainability.
- Demonstrated broad knowledge in current and emerging technologies, applications and “productisation” of services and their life-cycle management.
- A deep understanding of public sector operations, (particularly within the health care context) and the challenges faced by public sector managers in the provision of services.
- Demonstrated analytical and interpersonal skills commensurate with a complex and fast evolving service delivery organisation, including the ability to communicate with clarity and influence across a broad range of internal and external stakeholders.
- Excellent oral and written communication skills, including the ability to explain technology services in business terms, establish rapport and persuade others.
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Your application
Please provide the following information to assess your suitability:
- Your current CV or resume;
- Cover letter (maximum 2 pages) that outlines how your experience, abilities, knowledge and personal qualities are relevant to the role, taking into account the key responsibilities, within the context of ‘How you will be assessed’.
Specific working conditions
- Reasonable travel as negotiated may be a requirement of this position.
- • An open ‘C’ class driver’s licence is desirable.
Additional information
- Hours of Work. This role is expected to be delivered on a full time basis 8 -10 hours per day, 5 days per week unless otherwise agreed with the Senior Director – Digital Services Management. Attendance onsite at Fortitude Valley is able to be negotiated.
- Smoking within Government Buildings. Smoking within eHealth Queensland buildings (“buildings” to include corridors, passageways, walkways, balconies) other than in defined areas is prohibited.
- Privacy Statement. eHealth Queensland as part of The Department of Health collects information for the purpose of establishing and maintaining contractor, employee and personnel records. Your personal information will not be passed onto any third party unless your prior approval is obtained or unless legally required to do so.
- Code of Conduct for the Queensland Public Service. All contractors engaged by Queensland Health must adhere to the Code of Conduct at all times and in particular recognise their obligations in relation to confidentiality, non-disclosure and declaration of any conflict of interest.
- Contractor Performance Review. All contractors will participate in ongoing formal review of their performance throughout the duration of their contract including extensions and variations.
- Pre-engagement Screening. Person’s recommended for the role may be subject to pre-engagement screening including criminal history checks, citizenship/visa check, internet search, Vaccine Preventable disease vaccination check.
- Right to Information and Disclosure
- The Right to Information Act 2009 (Qld) (RTI Act) provides members of the public with a legally enforceable right to access documents held by Queensland Government agencies.
- The RTI Act provides that documents be disclosed upon request, unless the documents are exempt or on balance, disclosure is contrary to the public interest.
- Information contained in an Offer is potentially subject to disclosure to third parties under the RTI Act.
- If disclosure under the RTI Act and/or general disclosure of its Offer, in whole or in part, would be of concern to an Offeror this should be indicated in the response. The Department cannot guarantee that any information provided in an Offer will be protected from disclosure under the RTI Act.
- Despite any other provision of this Request for Offer (RFO), the Department is entitled to publish on the Queensland Government’s Chief Procurement Office website, or by any other means, the following details:
- the name and address of the Customer;
- a description of the goods and/or services;
- commencement date of the contract or award date;
- value of the contract;
- name and address of the successful Offeror;
- procurement method used; and
- where the total value of the contract is $10million or more, the Department is entitled to publish the following information:
(i) invitation details;
(ii) contract overview; and
(iii) reasons for non-disclosure of procurement results (if applicable).
- Despite any other provision of this RFO the Department may disclose any information which is required to be disclosed by the Department to comply with it’s reporting obligations under the Queensland Government Chief Procurement Office ‘Contract Disclosure Guidelines’ April 2011 (as amended or updated from time to time) and the Queensland Procurement Policy (as amended or updated from time to time).
- Any disclosure or publication under clauses 5 and 6 will not constitute a breach of any obligation of confidentiality of the Department toward the Contractor.
Employee obligations
Occupational Health and Safety
The Department of Health aims to maintain a safe, healthy and secure work environment for all employees, clients, visitors and contractors. Achieving this aim is the responsibility of all.
Respect in the Workplace
The Department of Health values and respects the diversity of its workforce and believes that all its employees should be treated fairly and with dignity and respect. All employees of the Department must show respect for each other, visitors, the general public and contractors by treating them fairly and objectively, ensuring freedom from discrimination, sexual harassment, racial or religious vilification, victimisation and bullying. The Department of Health is an equal opportunity workplace.