Customer experience and service delivery

The branch provides support, service and operational governance that supports learning and business productivity.

Scott Thomson is the Executive Director. Learn more here about the team's work.

The Field Operations team comprises of four Operational Directorates led by an IT Service Relationship Manager aligned to the School's Operations & Performance Operational Directorates at Ultimo, Macquarie Park, Tamworth and Wagga.

There are about 160 officers across the state who provide frontline IT Services and Support to 2400 schools and non-schools sites.

In addition to the day-to-day IT Services and Support, this team is also responsible for pre-LMBR Health Checks and the delivery of aspects of the eT4L Program.

The IT Service Delivery team is responsible for the end-to-end ICT customer experience across operations and support services including:

  • customer experience definition
  • service delivery management
  • major incident management
  • coordination of vendor deliveries, repairs/warranties issues management
  • service reporting.

The team is also responsible for the support transition of ICT Projects working in partnership with project teams as advocates of the ICT customer experience. I also monitors and provides high-level advice to the Directorate executive team about risks with the potential to adversely affect ICT services and the ICT customer experience.

The Service Management team leads and manages the delivery of the ICT service management function (including Service Management Roadmap) to ensure process excellence capability across the service lifecycle and alignment with recognised quality standards.

The team is responsible for leveraging capabilities, ensuring synergies, and standardising service processes across IT such as:

The team is also responsible for providing high-level, detailed advice and recommendations to the Directorate executive team regarding service management issues and service intelligence analytics.

The Information Security Unit maintains the department’s Information Security Policy, and relevant Standards and Guidelines in relation to the secure operation and management of IT systems.

The team works closely with other IT teams and our customers to maintain our compliance with the NSW Digital Information Security Policy, including our compliance to the ISO/IEC 27001 standard.

The Service Operations team work with other IT teams to ensure we understand the health of our services from an end-to-end perspective. This is achieved through performance and stability monitoring as well as problem investigation and analysis work.

The Service Support team comprises of the Field Services team, who provide onsite support and advice to the major metropolitan state offices. 

The Video Conferencing team, who manage the video conferencing service for both schools and non-school based customers, the Continual Service Improvement team and the T4L Computer Equipment Project Manager.

This team also manages the implementation of the LMBR training environments ensuring they are fit for purpose to provide a like-for-like eT4L experience for SAMs and Principals attending training.

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