IT@QUT QUT's IT Transformation Phase 2: Final Change Management and Implementation Plan (CMIP) Learning Environments and Technology Services (LETS)
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IT@QUT
QUT’s IT Transformation
Phase 2:
Final Change Management and
Implementation Plan (CMIP)
Learning Environments and Technology
Services (LETS)
Change Sponsor:
Deputy Vice-Chancellor, Division of Technology, Information and Library Services (TILS)
Version – FINAL – REVISED
18 May 2018
CRICOS Institution Code 00213J
Contents
1 Introduction...................................................................................................................................... 3
1.1 Interdependencies with the ITS and SPMO Proposal for Change.......................................... 3
2 Change decision ............................................................................................................................. 3
2.1.1 Changes to service portfolio management ..................................................................... 3
2.1.2 Changes to the delivery of technology support ............................................................... 4
2.1.3 Implementation of enterprise AV technology service ...................................................... 5
2.1.4 Realigning positions supporting Lecture Capture system to ITS .................................... 5
2.1.5 Realigning support for hardware and software procurement from ITS ........................... 5
2.1.6 Changes to the LETS leadership team ........................................................................... 5
3 Implementation feedback ................................................................................................................ 5
3.1 Staff feedback ......................................................................................................................... 6
3.1.1 Document error ............................................................................................................... 6
3.1.2 Technology Support Officer position title ........................................................................ 6
3.1.3 Technology Partner role and position description ........................................................... 6
3.2 Feedback from unions ............................................................................................................. 7
3.2.1 Impact on key services .................................................................................................... 7
3.2.2 Impact on staff ................................................................................................................. 7
3.2.3 Employment arrangements ............................................................................................. 8
3.2.4 Job families ..................................................................................................................... 8
3.2.5 Management of recruitment and selection processes .................................................... 8
4 Implementation of the change decision .......................................................................................... 9
4.1 Commencement ...................................................................................................................... 9
4.2 Recruitment and selection processes ..................................................................................... 9
4.3 Position transfer process ....................................................................................................... 10
4.4 Position title and description updated ................................................................................... 10
4.5 Discontinued positions .......................................................................................................... 10
4.6 Reduction in job families ....................................................................................................... 11
4.7 Discontinued positions and reduction of position pool .......................................................... 11
5 IT Transformation program and interdependencies ...................................................................... 12
6 Engaging, consulting and supporting staff .................................................................................... 12
6.1 Engaging ............................................................................................................................... 12
6.2 Supporting staff and building capability ................................................................................ 13
7 Stakeholders and proposed timeline ............................................................................................. 13
Appendix A: Organisational charts ........................................................................................................ 14
Figure 1: LETS: Director’s Office .................................................................................................. 14
Figure 2: LETS: Technology Support ............................................................................................ 15
Figure 3: LETS: Learning Environments ....................................................................................... 16
Appendix B: Workforce profile impacts ................................................................................................. 17
Table 1: Workforce profile impacts - LETS – Director’s Office ......................................................... 17
Table 2: Workforce profile impacts – LETS – Technology Support .................................................. 17
Table 3: Workforce profile impacts – LETS Learning Environments ................................................ 20
Table 4: Workforce profile impacts – ITS Infrastructure Services..................................................... 21
Appendix C: Position Descriptions ........................................................................................................ 22
2
1 Introduction
The background and rationale for change was outlined in QUT’s IT Transformation – Phase 2: Draft
Change Management and Implementation Plan – Learning Environments and Technology Services
(LETS) (‘draft CMIP’) and, prior to that, QUT’s IT Transformation – Proposal for Change Phase 2:
Learning Environments and Technology Services (‘the Proposal’).
There are seven (7) aspects to the change:
• Development of a new service delivery model for technology services
• Changes to the LETS leadership team
o Establishment of a new Associate Director, Technology Support position.
• Development of a new approach to the management of service portfolios
o Creation of two (2) new Service Manager positions for two broad service portfolios
o Discontinuing the Manger, Service Design and Business Process position.
• Changes to the delivery of technology support
o Creation of five (5) ongoing Technology Partner positions to strategically partner with
faculties / institutes / divisions.
o Discontinuing the six (6) ‘IT Coordinator’ positions
o Structures and position descriptions for technology support roles be simplified and
refreshed; linked HEW Level position descriptions to be discontinued.
• The management of Learning Environments is made more consistent through the
implementation of an enterprise AV technology service
o Creation of two (2) new positions (Manager, Learning Environments Design and
Projects (HEW10); and Project Manager (SaMA projects) (HEW8)) to manage learning
environments projects and support and maintenance activities
• Lecture Capture support realigns from LETS to ITS, to be consistent with other learning and
teaching systems support
o Staff currently supporting the Lecture Capture system realign from LETS to ITS
• Hardware and software procurement activities realign from ITS to LETS to be consistent with
other client computing support activities.
This Final Change Management and Implementation Plan (‘Final CMIP’) outlines:
• The Change Decision;
• Feedback and response on the Proposed Implementation of the Change Decision, and
• Implementation of the Change Decision.
1.1 Interdependencies with the ITS and SPMO Proposal for Change
In response to the ITS and SPMO Proposal for Change released on 18 April, many considerate and
insightful responses were submitted. As at 16 May, the Transformation team, HR, and ITS and SPMO
senior leaders are continuing to follow up with some staff and stakeholders on the feedback received
to further inform the decisions being made. To allow time for that work to be undertaken, the ITS and
SPMO Draft CMIP is still being prepared, and will be released on Tuesday 22 May 2018. The ITS and
SPMO Final CMIP, to be released in June, will provide additional detail about transition planning and
recruitment processes, which will proceed as one process encompassing LETS, ITS and SPMO
positions.
2 Change decision
Based on the rationale in the Proposal, feedback from staff and stakeholders during the consultation
process and further consideration by the University, it was determined that change is required as
outlined below.
2.1.1 Changes to service portfolio management
It has been decided to create two (2) new ongoing Service Manager (HEW10) positions for two broad
service portfolio areas:
• Service Manager, Collaboration and Communication; and
• Service Manager, Client Technology Services & Support.
3
A copy of the position descriptions for the Service Manager roles are included in Appendix C.
It has been decided to transfer the Collaborative Technologies Information Management Officer
(HEW 7) from the Library to LETS to report to the Service Manager, Collaboration and Communication.
It has been decided to discontinue the following position as it is no longer required:
• Manager, Service Design and Business Processes (Governance and Quality) (HEW9).
2.1.2 Changes to the delivery of technology support
It has been decided to create five (5) ongoing strategic engagement ‘business partner’ positions, titled
Technology Partners (HEW9):
• Technology Partner – Divisions
• Technology Partner – Health / IHBI
• Technology Partner – SEF / IFE
• Technology Partner – Business / Law
• Technology Partner – CI / Education / QUTIC
A copy of the position description for the Technology Partner role is included in Appendix C.
It has been decided to discontinue the following six (6) ‘IT Coordinator’ positions as they are no longer
required:
• Manager, Information Technology (HEW9)
• IT Manager (HEW8)
• Team Leader - IT & Web (HEW8)
• Digital Services and Information Manager (HEW8)
• Information Technology Team Leader (HEW8)
• Information Technology Services Coordinator (HEW7)
It has been decided that structures and position descriptions for technology support roles will be
simplified and refreshed and that future Technology Support Officer positions will be classified at one
level, rather than linked across two classification levels (i.e. HEW5/HEW6 linked).
• incumbents currently occupying a linked HEW5/HEW6 Technology Support Officer position at
the HEW6 classification level will transition to a HEW6 Technology Support Officer role.
• incumbents currently occupying a linked HEW5/HEW6 Technology Support Officer position at
the HEW5 classification level will transition to a HEW5 Technology Support Officer role.
• ‘specialist’ technology support roles realigned to TILS during Phase 1 will directly transition to
the organisational structure as follows:
o HEW7 positions will be directly transitioned to a new, common position description titled
Senior Specialist Technology Support Officer (HEW7);
o HEW6 positions will be directly transitioned to a common position description titled
Specialist Technology Support Officer (HEW6); and
o one (1) HEW4 Computer Support Assistant will directly transition to a Specialist
Technology Support Assistant (HEW4) position.
It has been decided that one (1) new ongoing Logistics Officer (HEW5) position will be created.
It has been decided to discontinue the following position as it is no longer required:
• Applications Programmer (HEW7).
The Technology Support organisational chart is at Appendix A: Figure 2. All position descriptions are
at Appendix C.
4
2.1.3 Implementation of enterprise AV technology service
It has been decided to create two (2) new positions to support an enterprise approach to AV support
for non-specialist teaching rooms and meeting rooms:
• Manager, Learning Environments Design and Projects (HEW10).
• Project Manager (SaMA projects) (HEW8).
Position descriptions for these positions are included in Appendix C.
It has been decided that the two (2) technology support positions (HEW6) (Technology Support Officer
# 50025 and Systems Specialist #123218) in the Learning Environments team will be reduced to one
(1) position. If either of these two staff are not successful in obtaining a position in the new LETS, ITS
or SPMO structure, then the reduction of one (1) position will be achieved through a process of inviting
Expressions of Interest for a Voluntary Redundancy and, if required, Involuntary Redundancy.
2.1.4 Realigning positions supporting Lecture Capture system to ITS
It has been decided to transfer the Lecture Capture system’s management, support, and positions from
LETS to ITS:
• the Technology Support Officer (Lecture Capture) (HEW6)
• the contracts of the two fixed-term Lecture Capture positions will be honoured.
2.1.5 Realigning support for hardware and software procurement from ITS
It has been decided to realign the hardware and software procurement function into LETS. Workforce
impacts of this change are as follows:
• a new ongoing Software Licensing Officer (HEW6) position will be created within LETS. The
position description is included in Appendix C.
• two ongoing positions within ITS’ procurement team will be discontinued as they are no longer
required:
o Software Licensing Coordinator (HEW7)
o Administrative Assistant (HEW4)
• the contracts of the two fixed-term positions within ITS procurement team will be honoured;
o Software Licensing Assistant (HEW5)
o Software Acquisitions Assistant (HEW5)
2.1.6 Changes to the LETS leadership team
Recruitment to the Director, LETS position is currently underway, following the departure of the former
Director in January 2018. The current acting Director, LETS is on secondment from HiQ.
The Associate Director, Learning Environments position will continue.
A new Associate Director, Technology Support position (SSG) has been created, and recruitment will
commence shortly. The role will become a key part of the proposed LETS leadership team and be
responsible for the delivery of new client-focused service model.
The Technology Support Manager position, which was created as a temporary role to assist with the
transition of technology roles into LETS, will not continue.
3 Implementation feedback
There were two (2) written submissions received from staff during the consultation period on the
proposed implementation of the change decision outlined in the Draft CMIP. Verbal feedback was also
provided to the Change Sponsor and others through wider consultation across the University. Verbal
feedback was also provided to the Change Sponsor (DVC (TILS)) by the National Tertiary Education
Union (NTEU) and Together Branch of ASU during a recent Joint Consultative Committee meeting with
QUT.
5
3.1 Staff feedback
3.1.1 Document error
There was feedback regarding the use of an incorrect position title in one of the organisational charts
included in the Draft CMIP.
University response to feedback related to 3.1.1
The University notes this feedback and the organisational charts have been corrected for inclusion
in this Final CMIP.
3.1.2 Technology Support Officer position title
There was feedback regarding the use of the position title Technology Support Officer for both the
HEW 5 and HEW 6 positions in the Technology Support team. The feedback proposed that the
HEW 6 Technology Support position be renamed Senior Technology Support Officer to differentiate
between the positions at the two classification levels.
University response to feedback related to 3.1.2
As was noted in the Draft CMIP, there were a number of pieces of feedback on the Proposal for
Change regarding the position title for Technology Support Officers, particularly to the proposed
change in title for Technology Support Officers at a HEW 5 level to Client Service Officer. The
feedback was considered by the Change Sponsor and LETS leadership team, and with advice from
HR at that time, the title was reverted to Technology Support Officer, with further consultation invited
from staff.
The IT Transformation Program team appreciates the feedback suggesting ‘Senior’ be incorporated
into the HEW 6 Technology Support Officer position title. However, there is a need for consistency
with the use of the Senior demarcation for other roles at a HEW 7 in the same department. For that
reason, it will not be used for a HEW 6 Technology Support Officer role. The position description
sets out the difference between the duties and responsibilities of the two roles.
3.1.3 Technology Partner role and position description
There was feedback regarding the Technology Partner role. Specifically this feedback asked about the
assignment of Technology Partners to specific faculties and knowledge transfer between staff in
Technology Partner roles. This feedback also listed a number of tasks and activities currently
undertaken by IT Coordinators on behalf of the faculties they are aligned with, and noted that not all
activities are specifically identified in the Technology Partner position description.
University response to feedback related to 3.1.3
The University notes this feedback and acknowledges the importance of knowledge transfer across
all technical roles including the Technology Partner. A number of activities, including the
development of a knowledge database, have already commenced to facilitate knowledge transfer
among the IT Coordinators’ group. Technology Partner staff will be a team and this will also further
drive knowledge sharing and will be used to manage workload across client areas.
Position descriptions do not include all tasks undertaken by staff but outline the typical activities,
duties and capabilities required. The activities of the roles will be further co-designed in collaboration
with the staff who are appointed to the roles and with client areas. There will be a need to review
these services in an ongoing way to ensure consistency of service across client areas. Consultation
on these services with faculties, institutes and divisions has commenced during the IT Transformation
Program and will continue as the CMIP is implemented.
63.2 Feedback from unions
The NTEU provided one response containing consolidated feedback in relation to the LETS Draft CMIP
and to the ITS and SPMO Proposal for Change. Below is general feedback provided on both documents
and specific feedback relating to the LETS Draft CMIP.
3.2.1 Impact on key services
The NTEU indicated that many of their members recognise that change can be a positive force to drive
efficiencies and improve effectiveness but concerns were held about the way the current proposals will
be implemented and the impact that it may have on support for key services.
University response to feedback related to 3.2.1
The university recognises the critical importance of delivering quality and responsive service to both
staff and students of the university. Whilst services may be delivered in different ways the focus will
be on ensuring that all staff and students receive a high level of service, one which is designed and
delivered from their perspective as users.
Simplifying processes through redesign and system improvements aims to improve the user
experience at an enterprise level and remove differential service delivery between organisational
areas of the university.
3.2.2 Impact on staff
In summary, the NTEU members were concerned about:
• a loss of experienced and competent staff
• an increase in middle management at the expense of a decrease in frontline staff
• extended wait time to fix outages and respond to service issues
• increased workload and decreased morale for remaining staff
University response to feedback related to 3.2.2
The proposed organisational structure and staffing allocation has been designed to ensure that
experienced and capable staff are transitioned to the new service delivery model. Additional training
will be provided to all staff where required, which will also promote career development opportunities.
The new service delivery model is predicated on a number of key principles including promoting and
maximising self-service where possible. This will free staff to focus on higher level strategic and
tactical operations. Importantly, staff and students will always be able to have their issues resolved
by TILS staff if self-service options are not appropriate. For these reasons, it is not anticipated that
wait time to fix outages or response to service issues will increase. The intention is to have
specialised and trained staff deployed in critical areas to minimise service disruption, outages and
delays in the first instance.
The new model is not about increasing the workload of staff. However, the activities that some staff
are currently performing may change or cease, or the way they undertake them may be different.
The workload of staff will be carefully monitored by supervisors and managers, and staff will be
encouraged to escalate any issues of concerns immediately.
73.2.3 Employment arrangements
The NTEU also commented that the proposals did not address the various employment arrangements
currently in place for different roles such as flexible hours, TOIL, etc.
University response to feedback related to 3.2.3
The current employment arrangements in place with supervisors/managers will continue where
possible for the agreed period.
Staff are encouraged to discuss these arrangements with their new supervisors as soon as possible.
Decisions about continuing any arrangement will be made by the new supervisor following discussion
with the relevant staff member.
The Together Branch of the ASU also provided one response containing consolidated feedback in
relation to the LETS Draft CMIP, and the ITS and SPMO Proposal for Change, and the Finance and
Resource Planning Transformation Proposal for Change. Below is general feedback provided which is
relevant to the LETS Draft CMIP.
3.2.4 Job families
Some concern was expressed that from the proposed job descriptions and job titles that it appears that
decisions had already been made about which staff would transition into the positions in job families in
the new structure.
University response to feedback related to 3.2.4
There have been no decisions made about which staff in job families would transition to the new
structure. All staff in job families have the option to apply for positions in the new structure. Should
the reduction of staff to the job families not be achieved through this recruitment process (or a
subsequent recruitment process) then Expressions of Interest will be invited for a Voluntary
Redundancy (clause 58.4) and, if required, an Involuntary Redundancy process (clause 58.5). The
particular role that staff members remaining in the job family will transition to will be a decision made
by the relevant supervisor following discussion with staff.
3.2.5 Recruitment and selection processes
Together supported the decision to provide opportunity for fixed-term staff to apply for any vacancies
ahead of any external advertising but would like the University to consider voluntary redundancy options
in the first instance.
University response to feedback related to 3.2.5
The University would like to clarify that it is not a requirement that staff in discontinued positions apply
for roles in the new structure: it is an individual’s choice and decision about whether to apply for
vacant roles.
The University acknowledges that some staff may like to accept a redundancy, however, in job
families to be reduced in size, it is not possible to provide the option of Voluntary Redundancy in the
first instance (that is, before the recruitment and selection processes) because relevant staff within
the job family may secure opportunities in the new structure through those recruitment and selection
processes. This may result in there being no surplus within job families which would mean that bona
fide redundancies could not be offered. (It remains the case that any redundancies as part of the IT
Transformation Program are not offered to people in any position, but only to people in those
particular positions no longer required.)
84 Implementation of the change decision
4.1 Commencement
Progressive implementation of the changes to the LETS organisational structure will be undertaken in
coordination with other activities of the IT Transformation Program. In particular, recruitment to vacant
positions will not commence until the ITS and SPMO Draft CMIP is released, and feedback on that Draft
CMIP received and considered. Given that, and as per Section 1.1, the Final CMIP for ITS and SPMO
will provide the definitive information for ITS, SPMO and LETS implementation of change.
The following key activities will need to be completed for this LETS implementation to occur:
• Transition plan developed with staff involvement. Please refer to the ITS and SPMO Draft
CMIP for information about this process
• Transfer of staff
• Recruitment to vacant positions
• Consultation with stakeholders and finalisation of service and engagement models.
These activities will be undertaken at different times and where specific schedules are currently known,
they are outlined in this CMIP. The activities will be sequenced and managed to maintain business
continuity to ensure that high quality service delivery continues during the transition period. Maximising
employment security for staff is also a key consideration.
The IT Transformation Program team will coordinate these activities. Where timelines are not currently
known or are dependent on the outcomes of other IT Transformation activities, these will be
communicated to impacted staff by the IT Transformation Program team.
4.2 Recruitment and selection processes
There are twelve (12) new positions created in the LETS department as a result of this change (that is,
eleven (11) staff positions and one (1) senior leadership position).
In determining the process to fill new positions, the University is committed to maximising job security
for ongoing staff whose positions are being discontinued, or whose job family is being reduced in
number, and to avoid redundancies where possible. The IT Transformation Program is also committed
to ensuring business continuity is maintained so that services are not unintentionally disrupted during
the implementation of the changes.
To balance these principles, a three-stage approach will be followed for recruitment of staff into new
positions:
1. Internal advertisement of positions to a pool of affected staff from LETS, ITS, and the SPMO
consisting of:
• Ongoing staff whose substantive position is no longer required, and
• Ongoing staff whose position is part of a job family to be reduced in number in the new
structure. (“Eligible Staff”)
2. If suitable candidates cannot be identified for all positions from the initial (Stage 1) recruitment
process, unfilled positions will then be opened to TILS staff who are;
• In fixed-term roles, or
• In ongoing positions directly transitioning to the new structure. (The introduction of this
category of staff is the result of feedback received on the ITS and SPMO Proposal for
Change. All staff are encouraged to refer to the ITS and SPMO Draft CMIP and Final CMIP
for further details.)
3. If suitable candidates cannot be identified for all positions during Stage 2, all unfilled positions will
then be opened to all QUT staff, and external applicants and will be advertised externally.
In acknowledgement of the later release of the ITS and SPMO Proposal for Change, and to allow
Eligible Staff to apply for new / unoccupied positions in the proposed structures (of LETS, ITS and the
SPMO), recruitment will commence at a time that provides all Eligible Staff with the opportunity to apply
for suitable positions.
9The recruitment process will be aligned across the LETS, ITS and SPMO changes. Any changes to the recruitment process arising from feedback to the ITS and SPMO Proposal for Change and Draft CMIP will also be applied to the LETS CMIP. At this stage, the recruitment process is scheduled to commence on 18 June. However any changes to the ITS and SPMO Proposal for Change (for example, in response to feedback) could impact on these timelines. The IT Transformation Program team will coordinate further communications regarding timelines and processes for advertisement and recruitment to affected staff across LETS, ITS and the SPMO. The material to be submitted by Eligible Staff as part of the application process will be outlined in the relevant position description under the heading ‘How to Apply’. The relevant panel chair will shortlist and determine all further selection processes. Shortlisted candidates will be advised of the relevant selection processes and will have the opportunity to advise if they have a disability and require any reasonable adjustment to the selection process. The panel will only recommend appointment of Eligible Staff if they are considered suitable. 4.3 Position transfer process There are three (3) positions which will be transferred out of LETS and into other areas and one (1) position which will transfer into LETS. These positions will transfer at a time determined by the DVC (TILS) in consultation with the staff members, their current managers, and the managers of their new organisational areas. 4.4 Position title and description updated The majority of positions across LETS will transfer directly to the new structure. Position titles will be updated as indicated in Section 3 and position descriptions will be simplified and refreshed. New position descriptions will be made available to staff and their supervisors. Position titles will be updated as part of the implementation, commencing from Monday 21 May. 4.5 Discontinued positions There are ten (10) discontinued positions. To ensure business continuity and knowledge transfer, staff will remain in their current positions undertaking their current duties until a redundancy date (if required) has been determined. It is likely that a redundancy date will not be before 30 September 2018. QUT has an obligation to avoid redundancies wherever possible. If there are consequential vacancies (resulting from stages 1 and 2 of the internal recruitment processes) HR will contact those staff members who remain in a discontinued position, or in a job family that is still to be reduced, to determine if they intend to apply for those consequential vacancies. Depending on their intentions, HR will work with TILS to determine the next steps. Although this may cause some delays, it will ensure that all staff at risk of redundancy have every opportunity to secure alternate employment in the University. It will also ensure that any redundancy is a bona fide redundancy. 10
Staff in discontinued positions who do not secure alternate positions will be advised in writing that they
may elect one of the following options, as outlined within the Enterprise Agreement:
• Agree to a voluntary redundancy;
• Seek Redeployment in accordance with the University’s Redeployment policy (B/11.3
Redeployment); or
• Seek a review of the decision that the position is redundant.
Eligible Staff will be able to obtain a redundancy quotation by contacting Rebecca Millard, Human
Resources Project Officer, at rebecca.millard@qut.edu.au.
Some staff have substantive positions which are being discontinued but are currently on secondment
or on a concurrent fixed-term contract which may end after the redundancy date or redeployment date.
In this case, the redundancy date or redeployment date will be the date their secondment or concurrent
fixed-term contract ends, and there will be no further extension to the secondment or concurrent fixed-
term contract.
A staff member whose position is being discontinued can apply for any other position/s at QUT outside
of this change process. Where the staff member is appointed to an ongoing position either before the
redundancy date or within three (3) months of the redeployment date, they will not be entitled to any
redundancy benefit.
4.6 Reduction in job families
The two (2) technology support positions (HEW6) (Technology Support Officer # 50025 and Systems
Specialist #123218) in the Learning Environments team will be reduced to one (1) position.
Both staff members substantively appointed to the technology support positions (HEW6) (Technology
Support Officer # 50025 and Systems Specialist #123218) are eligible to apply for any vacancies
created through this change process and any that may be created as part of the ITS and SPMO change
process, via the relevant recruitment and selection process.
If neither is appointed to a new vacant position in LETS, ITS or SPMO, then a reduction of one (1) FTE
is required. In this case, the redundancy provisions in the Enterprise Agreement will be applied with a
call for a Voluntary Redundancy (clause 58.4) and, if required, an Involuntary Redundancy process
(clause 58.5). The objective criteria that will be used to determine redundancy (Voluntary, and if
required, Involuntary) are as follows:
1. In depth technical understanding and knowledge of Microsoft Enterprise Management and
Apple Enterprise management systems and technology.
2. Ability to build the high level managed operating environment in readiness for the handover
point to other technical support teams for specific tailoring for individual users.
3. Demonstrated analytical skills including troubleshooting in order to contribute scalable
solutions for to assist in resolving complex problems.
4. Strong testing skills to ensure accuracy and working order of technology build for use by
thousands of end users.
5. High standard interpersonal and customer service skills with demonstrated experience in
communicating complex technology issues clearly and confidently at different levels within the
organisation.
4.7 Discontinued positions and reduction of position pool
If a staff member’s employment with QUT terminates for any reason (e.g. resignation or dismissal) prior
to the redundancy date or within three (3) months of their redeployment date, they will not be entitled
to any redundancy payment or benefit.
A staff member who accepts, or is made redundant, will not be eligible for ongoing, fixed-term or
casual/sessional employment for a period of twelve (12) months from the date of separation. For further
information see the University’s policy (B/7.13 Re-engagement following redundancy or early
retirement).
115 IT Transformation program and interdependencies
This CMIP is closely linked and interdependent with any other changes that come out of the IT
Transformation Program including the ITS and SPMO Draft and Final CMIPs. The IT Transformation
team and Change Sponsor have worked through various approaches to break down this complex and
detailed set of changes into actionable steps.
ITS and SPMO change process timelines for reference
Timeline Activity
Wednesday 18 April 2018 Proposal for Change released
Thursday 3 May 2018 Consultation on Proposal for Change closes
Tuesday 22 May 2018 Draft Change Management and Implementation Plan (CMIP)
released
Tuesday 5 June 2018 Consultation on Draft CMIP closes
Friday 15 June 2018 Final CMIP released
Monday 18 June 2018 Implementation commences
Figure 4: Overlay of updated timelines for LETS, ITS and SPMO change processes
6 Engaging, consulting and supporting staff
6.1 Engaging
The University’s aim is to engage with staff throughout the transformation process to unlock the value
for students and staff, and enhance the sustainability and performance of QUT’s operations. This will
be achieved through the sharing of information, encouraging consultation and feedback, and providing
opportunities for active participation throughout this process.
A dedicated Digital Workplace site is available at:
https://qutvirtual4.qut.edu.au/group/staff/technology-and-facilities/technology-services/it-function-
review
126.2 Supporting staff and building capability
As noted at section 2.2.1 above, the University will continue to support staff and provide opportunities
to build capability, to ensure successful transformation underpinned by the following REAL World
Capabilities.
• Agility and openness to change
• Future focused thinking
• Leadership of strategy, action and others
HR’s programs that provide capability building, support, resources and information are available at
https://sharepoint.qut.edu.au/divisions/das/hrd/career/SitePages/Workshops.aspx.
As individual staff members respond to change in different ways, support is available through the
University’s free confidential counselling and support services provider, Assure Programs (1800 808
374). A dedicated Manager Hotline is also available.
7 Stakeholders and proposed timeline
NAME POSITION INTEREST IN PROJECT
Ms Judy Stokker DVC, TILS Sponsor
Leadership of LETS department
Mr Mark McCormack Acting Director, LETS
during change
Alignment with ITS Proposal for
Mr Chris Bridge Director, ITS change
LETS staff transitioning to ITS
Alignment with SPMO’s Proposal
Mr Colin Hewitt Associate Director, SPMO
for change
Executive Deans, Institute
Faculties, institutes, divisions Managers, Heads of Clients for technology services
Division
Ongoing staff whose
substantive roles are directly Consultation and Feedback
impacted by the change
Union Representatives Consultation and Feedback
The following contacts are available to answer questions about the IT Transformation change process:
• Leanne Levinge, IT Transformation Manager, x83309, l.levinge@qut.edu.au
• Ms Judy Stokker, DVC (TILS), j.stokker@qut.edu.au
ACTIVITY TIMELINE
LETS Final Change Management and Implementation Plan
Wednesday 16 May
(CMIP) distributed
Implementation commences Monday 21 May
Recruitment process commences Monday 18 June
13Appendix A: Organisational charts Figure 1: LETS: Director’s Office 14
Figure 2: LETS: Technology Support Note: Fixed-term positions are not shown on this proposed structure. All fixed-term contracts will be honoured. See tables in Appendix B for specific information for each role. 15
Figure 3: LETS: Learning Environments Note: Fixed-term positions are not shown on this proposed structure. All fixed-term contracts will be honoured. See tables in Appendix B for specific information for each role. 16
Appendix B: Workforce profile impacts
All fixed-term contracts will be honoured. Fixed-term positions are not included in the tables below except in the case that their position is transferred.
Legend New position Transitioned Discontinued position Transfer Number of positions reduced
Table 1: Workforce profile impacts - LETS – Director’s Office
Current
Position Position Current Position
Current Position Title Number New Position Title TYPE Implementation
Classification Classification Status
NEW Associate Director Technology Support SSG Fixed-term Recruitment, within the external
market, will commence shortly.
NEW Service Manager Collaboration and HEW10 Ongoing Full New position.
Communication Services Time
Collaborative Technologies 0000184840 Collaborative Technologies Information HEW7 HEW7 Ongoing Full SUB Position transferred into LETS
Information Management Management Officer Time
Officer
Manager, Service Design and 0000181220 HEW9 Ongoing Full SUB Position discontinued.
Business Processes Time
(Governance and Quality)
Administration Officer 0000134443 Administration Officer HEW5 HEW5 Ongoing Full SUB The position remains in the
Time proposed new structure, and the
incumbent will directly transition
into that position.
Associate Director - Learning 0000080187 Associate Director, Learning SSG SSG Fixed-term SUB The position remains in the
Environments Environments Full Time proposed new structure, and the
incumbent will directly transition
into that position.
Table 2: Workforce profile impacts – LETS – Technology Support
Current Position Position Current
Current Position Title New Position Title Status TYPE Implementation
Number Classification Classification
NEW Service Manager Client HEW10 Ongoing Full New position
Technology Services & Support Time
NEW Logistics Officer (Technology HEW5 Ongoing Full New position
Support) Time
17Current Position Position Current
Current Position Title New Position Title Status TYPE Implementation
Number Classification Classification
NEW Software Licensing Officer HEW6 Ongoing Full New position
Time
NEW Technology Partner – Business / HEW9 Ongoing Full New position
Law Time
NEW Technology Partner – CI / HEW9 Ongoing Full New position
Education / QUTIC Time
NEW Technology Partner - Divisions HEW9 Ongoing Full New position
Time
NEW Technology Partner – Health / IHBI HEW9 Ongoing Full New position
Time
NEW Technology Partner – SEF / IFE HEW9 Ongoing Full New position
Time
Information Technology 0000191862 HEWA7 Ongoing Full SUB Position Discontinued
Services Coordinator Time
Information Technology Team 0000236799 HEWA8 Ongoing Full SUB Position Discontinued
Leader Time
Team Leader - IT & Web 0000020101 HEWA8 Ongoing Full SUB Position discontinued.
Time
Manager, Information 0000061446 HEWA8 Ongoing Full SUB Position discontinued.
Technology Time
Digital Services and 0000114700 HEWA8 Ongoing Full SUB Position discontinued.
Information Manager Time
IT Manager 0000140761 HEWA9 Ongoing Full SUB Position discontinued.
Time
Applications Programmer 0000096463 HEWA7 Ongoing Full SUB Position discontinued.
Time
Support Manager 0000234804 Enterprise Technology Support HEW9 HEWA9 Ongoing Full SUB Position title and
Manager GP Time description updated
Support Manager 0000130294 Enterprise Technology Support HEW9 HEWA9 Ongoing Full SUB Position title and
Manager KG Time description updated
Team Leader 0000010685 Team Leader - Technology HEW7 HEWA7 Ongoing Full SUB Position title and
Support (GP 1) Time description updated
Team Leader 0000094334 Team Leader - Technology HEW7 HEWA7 Ongoing Full SUB Position title and
Support (KG 2) Time description updated
IT Support Specialist 0000070133 Specialist Technology Support HEW6 HEWA6 Ongoing Full SUB Position title and
Officer - GP Time description updated
Information Technology 0000092105 Senior Specialist Technology HEW7 HEWA7 Ongoing Full SUB Position title and
Specialist Support Officer – KG Time description updated
Senior IT Specialist 0000134139 Senior Specialist Technology HEW7 HEWA7 Ongoing Full SUB Position title and
Support Officer – GP Time description updated
IT Support Specialist 0000137457 Specialist Technology Support HEW6 HEWA6 Ongoing Full SUB Position title and
Officer - GP Time description updated
IT Support Specialist 0000157689 Specialist Technology Support HEW6 HEWA6 Ongoing Full SUB Position title and
Officer - GP Time description updated
IT Specialist 0000208914 Specialist Technology Support HEW6 HEWA6 Ongoing Full SUB Position title and
Officer - KG Time description updated
18Current Position Position Current
Current Position Title New Position Title Status TYPE Implementation
Number Classification Classification
Technology Support Officer 0000010061 Technology Support Officer -GP 1 HEW5 HEWA5 Ongoing Full SUB Position title and
Time description updated
Technology Support Officer 0000010684 Technology Support Officer -GP 1 HEW5 HEWA5 Ongoing Full SUB Position title and
Time description updated
Technology Support Officer 0000011364 Technology Support Officer -KG 2 HEW5 HEWA5 Ongoing Full SUB Position title and
Time description updated
Technology Support Officer 0000020099 Technology Support Officer - KG 2 HEW6 HEWA6 Ongoing Full SUB Position title and
Time description updated
Technology Support Officer 0000030061 Technology Support Officer -GP 1 HEW5 HEWA5 Ongoing Full SUB Position title and
Time description updated
Technology Support Officer 0000031792 Technology Support Officer -KG 1 HEW6 HEWA6 Ongoing Full SUB Position title and
Time description updated
Technology Support Officer 0000060140 Technology Support Officer - KG 2 HEW6 HEWA6 Ongoing Full SUB Position title and
Time description updated
Technology Support Officer 0000070268 Technology Support Officer - KG 2 HEW6 HEWA6 Ongoing Full SUB Position title and
Time description updated
Team Leader 0000070431 Team Leader - Technology HEW7 HEWA7 Ongoing Full SUB Position title and
Support (GP 2) Time description updated
Computer Systems Officer 0000072019 Specialist Technology Support HEW6 HEWA6 Ongoing Full SUB Position title and
Officer - KG Time description updated
Technology Support Officer 0000080096 Technology Support Officer -KG 2 HEW5 HEWA5 Ongoing Full SUB Position title and
Time description updated
Team Leader 0000080352 Team Leader - Technology HEW7 HEWA7 Ongoing Full SUB Position title and
Support (KG 1) Time description updated
Technology Support Officer 0000095962 Technology Support Officer - GP 2 HEW6 HEWA6 Ongoing Full SUB Position title and
Time description updated
Technology Support Officer 0000096087 Technology Support Officer -KG 2 HEW5 HEWA5 Ongoing Full SUB Position title and
Time description updated
Technology Support Officer 0000103617 Technology Support Officer - GP 2 HEW6 HEWA6 Ongoing Full SUB Position title and
Time description updated
Technology Support Officer 0000105666 Technology Support Officer -KG 2 HEW5 HEWA5 Ongoing Full SUB Position title and
Time description updated
Technology Support Officer 0000107044 Technology Support Officer -GP 1 HEW5 HEWA5 Ongoing Full SUB Position title and
Time description updated
Technology Support Officer 0000114490 Technology Support Officer - GP 2 HEW6 HEWA6 Ongoing Full SUB Position title and
Time description updated
Technology Support Officer 0000117926 Technology Support Officer -GP 2 HEW5 HEWA5 Ongoing Full SUB Position title and
Time description updated
Computer Support Assistant 0000125465 Specialist Technology Support HEW4 HEWA4 Ongoing Full SUB Position title and
Assistant - KG Time description updated
Technology Support Officer 0000000039 Technology Support Assistant -GP HEW4 HEWA4 Ongoing Full SUB Position title and
1 Time description updated
Technology Support Officer 0000106461 Technology Support Officer -KG 2 HEW5 HEWA5 Ongoing Full SUB Position title and
Time description updated
Technology Support Officer 0000126782 Technology Support Officer -GP 2 HEW5 HEWA5 Ongoing Full SUB Position title and
Time description updated
19Current Position Position Current
Current Position Title New Position Title Status TYPE Implementation
Number Classification Classification
Technology Support Officer 0000127406 Technology Support Officer -GP 1 HEW5 HEWA5 Ongoing Full SUB Position title and
Time description updated
Technology Support Officer 0000129694 Technology Support Officer -KG 1 HEW5 HEWA5 Ongoing Full SUB Position title and
Time description updated
Technology Support Officer 0000130299 Technology Support Officer -GP 2 HEW5 HEWA5 Ongoing Full SUB Position title and
Time description updated
Technology Support Officer 0000000052 Technology Support Officer -GP 2 HEW5 HEWA5 Ongoing Full SUB Position title and
Time description updated
Technology Support Officer 0000131765 Technology Support Officer -KG 1 HEW6 HEWA6 Ongoing Full SUB Position title and
Time description updated
Technology Support Officer 0000138379 Technology Support Officer -KG 1 HEW5 HEWA5 Ongoing Full SUB Position title and
Time description updated
Technology Support Officer 0000142727 Technology Support Officer -KG 2 HEW5 HEWA5 Ongoing Full SUB Position title and
Time description updated
Technology Support Officer 0000171942 Technology Support Officer - GP 1 HEW6 HEWA6 Ongoing Full SUB Position title and
Time description updated
Logistics Coordinator 0000080279 Logistics Coordinator - Client HEW7 HEWA7 Ongoing Full SUB Position title and
Computing Time description updated
Table 3: Workforce profile impacts – LETS Learning Environments
Current
Position Current
Current Position Title Position New Position Title Status TYPE Implementation
Classification Classification
Number
NEW Manager, Learning Environments HEW10 Ongoing Full New position
Design and Projects Time
NEW Project Manager (SaMA) HEW8 Ongoing Full New position
Time
Technology Support 0000050025 Technology Support Officer (Client HEW6 HEWA6 Ongoing Full SUB Number of positions reduced and
Officer Computing, Managed Operating Time Expressions of Interest for Voluntary
Environment Team) Redundancies will be invited.
Systems Specialist 0000123218 Technology Support Officer (Client HEW6 HEWA6 Ongoing Full SUB Number of positions reduced and
Computing, Managed Operating Time Expressions of Interest for Voluntary
Environment Team) Redundancies will be invited.
Technology Support 0000239606 Learning and Teaching HEWA6 HEWA6 Fixed-term Full SUB Transfer position to ITS and fixed-
Officer - Lecture Recording Technologies Support - Lecture Time (to 2 Nov term contract will be honoured.
Capture 2018)
Service Manager - Lecture Technical Lead – Learning and HEWA9 HEWA9 Fixed-term Full CON Transfer position to ITS and fixed-
Capture 0000238464 Teaching Technologies Support Time (to 2 Nov term contract will be honoured.
(Lecture Capture) 2018)
Technology Support 0000106462 Learning and Teaching HEWA6 HEWA6 Ongoing Full SUB Transfer position to ITS.
Officer Technologies Support Time
Systems Specialist 0000010193 Senior Technology Support Officer HEW7 HEWA7 Ongoing Full SUB Position title and description updated
(Client Computing, Managed Time
Operating Environment Team)
20Current
Position Current
Current Position Title Position New Position Title Status TYPE Implementation
Classification Classification
Number
Technology Support 0000010200 Technology Support Officer (Client HEW6 HEWA6 Ongoing Full SUB Position title and description updated
Officer Computing, Student Environment) Time
Computer Systems Officer 0000010913 Senior Technology Support Officer HEW7 HEWA7 Ongoing Full SUB Position title and description updated
(Learning Environments Design Time
and Projects Team)
Team Leader, Learning 0000061475 Manager, Client Computing, HEW9 HEWA9 Ongoing Full SUB Position title and description updated
Environments Client Managed Operating Environment Time
Systems Engineering
Technology Support 0000080068 Technology Support Officer (Client HEW6 HEWA6 Ongoing Full SUB Position title and description updated
Officer Computing, Student Environment) Time
Technology Support 0000080302 Technology Support Officer HEW6 HEWA6 Ongoing Full SUB Position title and description updated
Officer (Learning Environments Design & Time
Projects)
Logistics Coordinator 0000080548 Logistics Coordinator - Learning HEW7 HEWA7 Ongoing Full SUB Position title and description updated
Environments Time
Systems Specialist 0000080711 Senior Technology Support Officer HEW7 HEWA7 Ongoing Full SUB Position title and description updated
(Client Computing, Managed Time
Operating Environment Team)
Team Leader, Learning 0000099183 Manager, Client Computing, HEW8 HEWA8 Ongoing Full SUB Position title and description updated
Environments Software Student Environment Time
Engineering
Technology Support 0000115531 Technology Support Officer (Client HEW6 HEWA6 Ongoing Full SUB Position title and description updated
Officer Computing, Student Environment) Time
Technology Support 0000080925 Client Service Officer (Learning HEW5 HEWA5 Ongoing Full SUB Position title and description updated
Officer Environments) Time
Senior Technology 0000119935 Senior Technology Support Officer HEW7 HEWA7 Ongoing Full SUB Position title and description updated
Support Officer (Client Computing, Student Time
Environment)
Systems Specialist 0000125775 Senior Technology Support Officer HEW7 HEWA7 Ongoing Full SUB Position title and description updated
(Client Computing, Managed Time
Operating Environment Team)
Technology Support 0000143896 Technology Support Officer (Client HEW6 HEWA6 Ongoing Full SUB Position title and description updated
Officer Computing, Student Environment) Time
Table 4: Workforce profile impacts – ITS Infrastructure Services
Current Position Title Current Position Number Current Classification Status TYPE Implementation
Software Licensing Coordinator 0000099360 HEW7 Ongoing Full Time SUB Position discontinued.
Administrative Assistant 0000112309 HEWA4 Ongoing Full Time SUB Position discontinued.
21Appendix C: Position Descriptions
• Associate Director Technology Support
• Service Manager; Collaboration and Communication
• Service Manager; Client Technology Services and Support
• Technology Partner
• Software Licensing Officer
• Logistics Officer
• Manager; Learning Environments Design and Projects
• Project Manager; SaMA
• Technology Support Officer (HEW5)
• Technology Support Officer (HEW6)
• Technology Support Officer – Managed Operating Environment (HEW6)
22Associate Director, Technology Support
Division of Technology, Information and Library Services
23About QUT About the Division of
QUT is a major Australian university with a Technology, Information
global outlook and a 'real world' focus. We are
one of the nation’s fastest growing research and Library Services
universities and our courses are in high
demand. Our graduates include eight Rhodes (TILS)
Scholars, five of these awarded in the past six
years. TILS provides support for staff and students
across a range of information and technology
We are an ambitious and collaborative services including HiQ, IT, learning
institution that seeks to equip our students environments and the QUT Library.
and graduates with the skills they will need in
an increasingly disrupted and challenged TILS includes:
world. We are transforming the student • HiQ
experience we offer our 50,000 students and • Information Technology Services
we place a premium on the international and • Learning Environments and
national accreditation of our various Technology Services
professional degrees. • QUT Library
Our internationally award-winning Science • Service and Project Management
and Engineering Centre is home to The Cube, Office.
acknowledged as one of the world’s largest
digital interactive learning and display spaces. About the Position
QUT established the world's first Creative
Industries Faculty, and we invest heavily in The Associate Director, Technology Support
collaborative learning and interdisciplinary provides strong leadership and direction to a
research environments. diverse team of technology professionals and is
accountable for the strategic planning,
Further information about QUT can be
operational delivery and ongoing performance of
obtained from the website at www.qut.edu.au
a robust university-wide client computing service.
Our Vision The role will lead a large and diverse team that
is responsible for the end-to-end technology
The QUT Blueprint 5 is our institutional stack for a range of critical customer-facing
strategic plan. It sets out priorities, strategies services. In addition, the role will define,
and key performance indicators to drive develop and report on KPIs for strategic and
greater coherence and coordination of our operational end-to-end performance.
efforts. Our overall vision for the future is:
• to provide outstanding real world Leading change in a highly complex IT
education through physical and virtual environment, crucial to this role is ensuring
learning environments and innovative that the end-user experience is at the core of
courses that lead to excellent outcomes the team’s focus.
for graduates living in a diverse and
complex environment characterised by The Associate Director is supported by a
rapid, transformative change; diverse team across three functional areas:
• to focus on being a globally leading • Enterprise Technology Support
university that delivers solutions to the • Client Technology Services
challenges of today and of the future
• Technology Partners
through high-impact research that spans
discipline boundaries and works in
partnership with end users, leveraging The Enterprise Technology Support team is
our deep technological strengths and responsible for the delivery of exceptional
alignment to the human capital and technology support services across the client
innovation needs of the global economy; computing, learning environment and
• to strengthen and extend partnerships specialist technology support service streams.
with professional and broader
communities to build our reputation as a Client Technology Services works with a range
source of knowledge that is applied to of stakeholders to manage the full lifecycle of
real world challenges. IT client computing hardware and software
across the University.
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