Head - Service Transformation - IT - Qantas Group - Sydney

Job description
Rare leadership role with a strong focus on change / transformation
Qantas is Australia’s leading airline with over 90 years’ experience, and we recognise the value and the dedication of our employees across the globe. Our IT team is dedicated to delivering innovative and world class services to our customers both internally and externally. With a driven performance culture we are proud to be experts in our fields, striving continuously to be cutting edge and to provide the best possible solutions. This is a rare opportunity to join our evolving and dynamic team.

Your new role will see you setting the strategic direction, implementation and delivery of technology services which are aligned to the IT Strategic objectives and business strategy. You will lead the transformation of the way we provide infrastructure, network, and work place services to the Qantas Group. You will lead end-to-end operations of Qantas IT infrastructure, including the Platform and Hosting Centre of Excellence, the Data and Voice Network Centre of Excellence, the End User Computing Centre of Excellence and the Service Management Centre of Excellence.

The role will oversee a significant transformation (over the next 24 months) of the technology, the way services are provided to the business, governance and the strategic relationship between Qantas and our service providers. In particular the role will transform core IT activities into customer focused services with an emphasis on customer understanding, value and agility.

As a member of the IT Senior leadership team, a key aspect of the role is also to support the strengthening of an organisational culture based on cross functional collaboration, people focus, true business partnership and strategic planning.

Your core responsibilities will include:
Articulating a compelling, business outcome driven future state for Technology Services and obtain buy-in from key stakeholders for this transformation
Charting the required roadmaps to drive the technical, process and cultural changes required to achieve the future state
Accountability for service definition, start-up, operation, optimisation and decommissioning across all shared infrastructure, including the ITIL based processes required to manage all these services across a number of Tier 1 and Tier 2 outsourced managed service providers.
Driving outcomes linked to the IT strategic objectives which include Operational Excellence as measured by the impact of IT systems reliability and availability to core Qantas business processes, Efficiency as measured by annual run cost optimisation, Agility as measured by the speed to implement infrastructure requirements of new Qantas business applications, Business Risk management as measured by the resilience of the technical environment and Staff engagement.
Defining and communicating the strategic intent of the Technology services model and ensuring business stakeholders are advocates of the model
Proactively identifying technology issues, inefficiencies and opportunities in consultation with the business engagement teams to provide advice, direction and high level designs to identified problems
Working with service partners to understand the relative strengths of competitors, and prevailing industry and market trends
Tracking and ensuring benefit realisation through planning, costing and definition of the portfolio of projects from strategy through to service assurance
Managing risk identification and risk mitigation and the assessment of the implications of IT solutions on the business
To be successful in this role you will display:
Tertiary qualifications in IT/business or a relevant field
A strong focus on business outcomes and new, innovative ways of working
Extensive experience in a senior leadership capacity with strong change / transformation experience working on large scale projects
Previous experience managing large scale on and off-shore outsourcing relationships and numerous outsourced providers and delivering on the required outcomes
Sound financial and budget planning, reporting and tracking experience
Experience in leading platform hosting, data & voice network and service management teams and business units is a plus
Advanced influencing and negotiation skills with senior stakeholders
Highly developed people management skills and demonstrated leadership capability
The ability to translate business requirements into practical solutions
A strong understanding of process improvement methods and tools
Proven capability to analyse, understand and communicate the implications of evolving business requirements in different segments
The ability to resolve escalated issues and simultaneously maintain continued delivery of services

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