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DESE Project Manager
MACRO Recruitment, ACT
ASAP start at DESE to assist in creating and implementing a tailored project management frameworkRequires experience with managing public sector agency budgets and baseline security clearance (will sponsor NV1 to maintain your clearance )Salary guide $150-160 phThe role is based in Canberra and daily on site work will be required.The National Skills Commission (NSC) which is working to develop intelligence on Australia’s labour market, workforce changes and current and emerging skills needs. The Forecasting, Skills and Analysis Branch uses skills forecasting and analysis to provide data and intelligence about the labour market and current and future skills needs. Most of the branch’s output is new and/or experimental analysis and the branch is well staffed in its data analytics capabilities.To support this work, the NSC is seeking to fill several digital and project related roles.A Project Manager position is available within Strategy team to assist in creating and implementing a project management framework tailored to the NSC. Earlier this year, the NSC’s data management maturity was assessed using the Enterprise Data Management Council’s Data Management Capability Assessment Model (DCAM). One suite of recommendations related to the establishment of a whole of NSC project management/tracking system.The NSC sits within the Department of Education, Skills and Employment (DESE), which has an established project management framework and suite of associated documents. These are designed for projects larger in size and scope then those of the NSC, which are generally 1-3 person projects for less than 6 months.The position will initially involve working with appointed external consultants to design and progressively implement a new project management framework by the end of 2021. The NSC is seeking a project manager who can bring this experience but is also willing to perform the typical daily tasks of project management. The position is expected to work with a broad range of colleagues from analysts through to senior executives and must therefore have excellent oral and written communications skills.One key stream of work which you will need to be closely integrated with is the establishment of the NSC’s data lake. This will include working with IT delivery areas of DESE to understand the progress of this work, review their reporting, and communicate any issues and risks to senior management in the NSC.The duties of the position include:• Developing an understanding of the existing project management approaches within the NSC• Assisting in scoping out the requirements for the procurement of an external consultant• Working with the consultant to design the NSC’s project management framework, including process and templates• Assist in implementing cultural change across the NSC to embed a consistent approach to project management, guided by the new framework• Once procedures are in place, assist EL2s across the NSC on a weekly/fortnightly basis to undertake reporting• Manage workflow with senior executive and their representatives• Managing the risk and issues register• Providing high level reporting across all of the projects in the NSC• Monitor costs and expendituresFamiliarity with the following would be of value:• Agile• DevOps• Data governance• Aristotle, Purview• Managing public sector agency budgets• Data lake implementation/establishment
Service Experience Manager
Teradata, Canberra, n Capital Territory
SERVICE EXPERIENCE MANAGER - CANBERRA. Service Experience Managers are dedicated to helping our customers achieve operational excellence for their analytical ecosystem, which will drive customer satisfaction and increased Teradata consumption. Operational excellence will ensure our customers get the most value from their ecosystem investment. This role augments the account executives and solution architects who help our customers understand potential business value and options to apply analytic technology to capture that value. Service Experience Managers execute their role by both delivering specificvalue-addservices and by serving as a focal point overseeing ongoing operational services. Service Experience Managers will bring not only industry established rigor for operational excellence (ITIL/ITSM) but also build on observed best practices across our diverse customer base. Service Experience Managers will assess where our customers are on their journey to operational excellence. This assessment will be built on ongoing shared metrics as well as formal review processes executed quarterly and annually. The assessments will help form clear plans to improve performance and drive greater value. Service Experience Managers will be very focused on helping our customers actively manage operational risk. By reviewing the best information regarding operationalrisk-basedforthe customer's specific environment we will bring recommendations forward and work with our customers to execute mitigation plans. Service Experience Managers will have an oversight and support role in ongoing services and will monitor performance against SLAs and drive adjustments in resources or processes if required. When operational challenges arise the Service Experience Manager will be engaged to make sure Teradata brings our best forward to quickly resolve the issue. The Service Experience Manager bridges the various Teradata teams delivering ongoing services as needed to make sure activities are coordinated and working an integrated resolution plan. Skills and Experience. This position requires the candidate to hold an Australian Government Security Clearance. Prerequisites for a security clearance includes the following: the candidate must be an Australian Citizen and have a willingness to undergo a security clearance process;. Prior experience driving operational excellence at SaaS or data warehouse company;. High-level technical knowledgeof data warehouse products and services (coordinate and introduce SMEs for detailed technical information sessions);. The ability to operate within and contribute to a diverse workforce, across on and off-shore delivery teams and cross-functional business units;. Strong client management and change management skills;. Experience across a number of industries/verticals to offer flexible staffing options or experience in highly regulated industry (eg, government, public sector, healthcare, financial services); and the. Ability to drive successful delivery teams that continually evolve and improve our ability to execute on time and above expectations. Main tasks & key responsibilities. Drive operational excellence Assess customer's ongoing analytical environment (eg, ITSM assessment) from product and services perspective. Provide recommendations to improve performance and value to the customer Actively manage operational risk (eg, manage test, configuration), Provide expertise on industry/TDC best practice on operational excellence (eg, ITIL, change management); industry-specific expertise only required for highly regulated verticals (eg, healthcare & government), Facilitate collaboration and joint planning between services teams throughthe creationof services community focusedaroundcustomer experience, elimination of overlaps, and creation of leverage between organisations when feasible (may require collaboration tool); and Provide client-related knowledge management; ensure knowledge relative tothe clientis maintained and shared in a timely manner across teams. Manage service account Builds a trustedadvisorrelationship with customer teams (executive level vs. operational) responsible for production support and infrastructure mgmt.; liaises with SMEs (CS/MS) for technical or specific info on change and releasemgmt./operationsmgmt. Manages communication of overall execution against contractual SLAs for operational and infrastructure support services tothe customer; Manages CS/MS onthe deliveryof specific proactive services as entitled (System Health reviews, Incident reviews, Risk items like tech alerts); Provides input onongoingservices contract renewal process; and Identify customer training needs and recommend appropriate coursework to improve usecases/businesscase (vs. technical). Manage and track customer satisfaction Improve the customer experience by determiningcross-functionalprocess improvements either within TDC or with customer; Advocate/program manage customer escalations cross-departmentally; Articulate customer business needs to cross-functional organizations to improve, enhance existing offers or to create new services offers; Survey customer experience and determine ways to improve customer satisfaction/NPS ratings; Put proactive measures in place to get a360-degreeview of the customer (eg, NPS, Incident surveys, Consumption/usage of system/services) to detect early signals of at-risk renewals and design a playbook to address risks; and Consolidate and report customer results and forecasts (high-level trends, highlight key exceptions, compare cross-functional delivery). Manage incidents/events Manage customers onboarding TD (Cloud or on Premise), especially integration of tools (eg, ITSM, Viewpoint); Serve as a focal point for communication and incident management during critical events (eg, facilitate communication between TD engineering and customer); Manages root cause analysis for critical incidents (esp. when cross-functional), and Oversee post critical event reviews focused on root caused and corrective actions (TD and Customer actions). Manage service delivery Manage Service Delivery Fidelity (SOW compliance and action); Evaluate and communicate delivery and systems metrics/SLA achievement, and engage in value based/roadmap activities and incorporate resultant plans reporting on a weekly, monthly and quarterly basis, and Manage resource oversight & coordinationofongoing operational resources (CS, MS) including new team member onboarding. Generate sales leads and support sales Identify and hand-off upsell opportunities; Regularly meet with account team lead to discuss account strategy and future sales opportunities; Regularly meet with EDC Engagement Partner to discuss account strategy and future sales opportunities; Promote customer engagement in various TD forums (sales events, User groups, User forums), and Assist and provide input in contract negotiations. Provide technical advice Provide ongoing, high-level technical leadership (Cloud and on Premise) and align servicesmission/strategyfor customers across multiple TDC service organizations, and Oversee provision of best practice guidance for managing environments and system change activities (eg, assist with NPARC, upgrades, forklifts, PDCR configuration). Our Company. Teradata (NYSE: TDC) is the leading multi-cloud data platform company for enterprise analytics, transforming how businesses work and people live through the power of data. At Teradata, we are leading the data era. As enterprises address today's digital economy, they are faced with new competition and consumer expectations and are turning to data to power their future. Teradata has worked with the largest companies in the world for 40+ years, bringing our experience and expertise to support global enterprises with their most demanding, mission-critical, complex, and large-scale data needs. Teradata is recognized as a leader in the cloud, data, and analytics spaces by top analyst firms, Gartner and Forrester, and Fortune Magazine as well. Our connected multi-cloud data platform for enterprise analytics, Teradata Vantage, is an extremely scalable, secure, and resilient offering that simplifies ecosystems by connecting data and making it easier to uncover insights from across the organizationregardless of where that data resides. With Vantage, we enable companies to modernize their data management, from start to scale. Every day, millions of users benefit from our open data platform. Empowering customers and partners to develop and build how they like, we enable hundreds of business outcomes and solutions, including improving customer experience and profitability, driving operational efficiency, realizing financial transformation, or achieving operational efficiency. As the world of data grows, we are the leader in enabling the future of connected businesses, powered by data intelligence. We are committed to delivering on this vision by following sustainable business practices and with a strong focus on diversity, equity, and inclusion. We believe that only by embracing diversity of identity, thought, background, expression, and perspective can we solve today's challenges and reimagine tomorrow's world.