I’m partnering with a purpose-driven, complex organisation embarking on a major strategic and digital transformation journey, and they’re looking for a Manager – IT Business Enablement to play a pivotal leadership role.

This role sits at the intersection of technology, governance, service design, and business outcomes — ideal for someone who enjoys shaping how IT services enable the organisation to perform at its best.

Design, implement, and continuously evolve IT service portfolio and

operational processes to deliver user-centric, high-performing technology

services that directly enable business outcomes. This role is responsible for:

-Establishing and leading robust governance frameworks to ensure all

IT services, applications, and operational processes are aligned with

the College strategy, compliance requirements, and best practices.

-Developing and maintaining comprehensive service and technology

roadmaps that anticipate future business needs, drive innovation, and

support the organisation’s digital transformation journey.

-Setting and monitoring Partner service level agreements (SLAs) and

key performance indicators (KPIs) to drive operational excellence and

accountability.

-Building trusted partnerships with stakeholders across the College to

ensure IT services are responsive, adaptable, and continuously

improved based on feedback and evolving business priorities.

-Providing leadership to IT Service Owners and collaborating with the

broader leadership team to ensure effective governance, risk

management, and delivery of value through technology.

This position plays a pivotal role in shaping the IT service landscape, fostering

a culture of continuous improvement, developing a vision for the next 3-years

and ensuring that all IT initiatives are governed, measured, and aligned with

both immediate and long-term College and architectural objectives.

Key External

Relationships

Managed Service Provider (MSP)

External Contractors

Various IT Vendors

Primary Responsibilities

-Design and manage the IT service portfolio, ensuring services meet

business requirements and deliver value to stakeholders.

-Establish and maintain the Application Portfolio Management (APM)

framework, ensuring ongoing visibility, health, and business alignment of

all applications.

-Incorporate Business Capability Mapping into the management of both IT

services and applications to ensure technology platforms are aligned to

evolving business needs.

-Lead and manage the IT Service Owners within assigned portfolios,

providing direction, mentoring, and performance management to ensure

effective service ownership, governance, and alignment with business

priorities.

-Establish service design principles and methodologies that prioritise user

experience and business outcomes.

-Develop and maintain service level agreements (SLAs) with business units

and external partners.

-Lead governance of ITIL service management processes (incident,

request, problem, change, knowledge, and release) across portfolios,

ensuring MSPs and IT Service Owners deliver services effectively and

efficiently.

-Co-chair the Change Advisory Board (CAB) with the Manager – IT

Infrastructure & Operations, ensuring portfolio and business service

impacts are assessed, while collaborating with the Solutions Architect to

confirm design and architecture compliance.

-Work in partnership with the Solutions Architect to ensure portfolio

initiatives and service roadmaps align with enterprise architecture

principles, integration standards, and technology strategy.

-Manage and govern the transition to support/BAU process for all new or

changed services, ensuring full project handover, documentation updates,

knowledge base maintenance and MSP readiness

-Create and maintain the service catalogue, ensuring clear definition of

available services, support levels, and request processes.

-Design and implement service performance metrics and reporting

frameworks to monitor and improve service quality.

-Collaborate with the Senior Leadership Team (SLT) to understand

business needs and translate them into effective IT service offerings.

-Lead partner and managed service provider (MSP) performance

management for portfolio services, ensuring contractual obligations, SLAs,

KPIs, and service quality standards are consistently met.

-Develop and implement IT operations policies, procedures, and best

practices aligned with industry standards.

-Design and implement self-service capabilities to improve user experience

and operational efficiency.

-Ensure institutional knowledge of portfolio services is retained by

governing documentation, knowledge base management, and validation of

MSP deliverables through IT Service Owners.

Essential Skills,

Qualifications and

Personal Attributes

Required Skills

-Strong design thinking background with experience applying design

principles to IT service development.

-Minimum 5 years of experience in IT service management or solution

design.

-Excellent leadership, people management, and stakeholder engagement

skills, with proven experience leading IT Service Owners or equivalent

roles in a matrixed or outsourced model.

-Strong governance capability across ITIL frameworks and service delivery

processes, including incident, problem, change, knowledge, and request

management.

-Proven ability to manage vendor and MSP performance, ensuring SLAs,

KPIs, and service quality are achieved.

-Strong project and portfolio management capabilities with demonstrated

success in service implementation and benefits realisation.

-Excellent communication skills with the ability to translate technical

concepts for non-technical audiences.

-Experience designing and implementing service metrics, dashboards, and

reporting frameworks to measure performance and drive accountability.s.

-Broad awareness of enterprise application platforms (e.g., Microsoft D365,

Power Platform, integrations) to provide governance and partner effectively

with the Solutions Architect.

-Strong analytical skills with the ability to identify service improvement

opportunities.

Desired Skills

 ITIL certification (ITIL 4 Foundation or higher).

 Experience with service management tools (ServiceNow, Jira Service

Management, or similar).

 Knowledge of DevOps principles and practices.

 Experience with customer experience design and journey mapping.

 Understanding of IT financial management and service costing.