THIS POSITION CAN BE LOCATED AT ANY OF OUR OPERATING REGIONS – Riverland, Murraylands or Limestone Coast.

About the business

At ac.care we want all country people to have a safe home, enough money to live on and strong, positive relationships.

We are a non-government organisation (NGO) and our values (CARE - Compassion, Adaptability, Relationships, and Excellence) underpin the work we do. Together, as one team we CARE to ensure all country people experience the same seamless and consistent service across all touch points in a welcoming and non-judgemental environment.

ac.care is a Child Safe Organisation and provides an environment where the safety of children and young people is our highest priority.

About the role

ac.care is seeking an IT Business Partner to be responsible for ensuring the performance, reliability and business alignment of ac.care’s internal technology services, while also increasing the value of IT as an enabler of quality service delivery. This role blends operational oversight with proactive business engagement. In the first 6–9 months, the IT Business Partner will take a lead role — with support and direction from the Chief ICT Transformation Officer (CICTTO) — in shaping and implementing the IT operating model for the post-transformation environment. This includes designing service processes, KPIs, SLAs, and internal reporting frameworks that align with the goals and principles of the Technology Transformation Program. Over time, the focus of the role will grow to include more proactive engagement with program, service and business unit leads. The aim is to ensure not only that current technology services consistently meet expectations, but that the IT function is actively working with the business to identify, design and implement improvements that enhance service efficiency and quality.

The role will be instrumental in supporting the organisation's strategic and operational goals through undertaking the following responsibilities:

Proactively work with business stakeholders to understand operational needs and identify opportunities where technology can improve efficiency or quality of service delivery

Build trusted relationships with program and service leads, and become a valued advisor in identifying and implementing IT-enabled improvements

Monitor and report on IT service quality via metrics and methods such as ticket volumes, resolution rates, P1 incident reviews, and user satisfaction (e.g. NPS)

Promote a consultative and proactive IT culture across the organisation, shifting perceptions of IT from reactive support to a valued business enabler

Design and implement new operational processes, KPIs and reporting frameworks to strengthen performance transparency and drive service improvement

Lead IT’s contribution to business-led projects and initiatives, including scoping, planning, and resource coordination

Support the development of business cases and executive-level decision papers for technology-related investments

Maintain the IT and cyber security risk register, conduct risk assessments, and escalate risks beyond organisational tolerance to the Executive Leadership Team

Lead the operational delivery of IT services, ensuring support activities are aligned to agreed SLAs, KPIs and business needs

Oversee and guide the Senior Cloud & End User Support Engineer and Cloud & End User Support Analysts, including workload management, team development, and day-to-day leadership

Manage IT operational budgets, including forecasting, cost control, and reporting

Own relationships and contracts with SaaS vendors, IT service providers, and connectivity partners

Benefits:

$60.27 per hour

Full-Time ongoing position

Five (5) weeks annual leave

Employee Assistance Program

Charitable organisation salary packaging benefits of up to $15,999 per year

Qualifications, Experience and Attributes:

Demonstrated experience in leading the operational delivery of IT services, including service desk performance, vendor relationships, and workload coordination

Proven ability to design and implement service processes, KPIs, SLAs and reporting frameworks to improve transparency and performance

Experience working with senior stakeholders to scope and support business projects requiring technology input

Strong skills in business communication, including written contributions to business cases, board papers or investment proposals

Understanding of technology risk management, including maintaining risk registers and assessing operational risk

Budget and contract management experience, particularly with SaaS and service providers

Strong interpersonal skills with the ability to build trust and influence across business units

Growth mindset, with a demonstrated commitment to professional development and learning

Ability to lead and motivate small teams, creating a culture of continuous improvement

How to apply

You may apply through SEEK, or email: [email protected]

In support of your application please:

• Subject line: Your Name: [ITBP - ACC]

• A cover letter outlining your reasons for applying and addressing the essential qualifications and experience in the position description.

• Include a current CV/Resume with contact details for two (2) referees, one (1) of whom is/was a direct line manager.

Please visit the ac.care website for a copy of the position description or call Dave Brown on 08 8531 4900 for more information.

Applications close 7th August 2025.

www.accare.org.au

Anglican Community Care Inc