Executive Team

Jill Mancarella - Director

Jill Mancarella is an organisational change management specialist who has had significant experience of over 30 years in the information and communication technology field, across both the public and private sector in IT Service Management.

Jill is an expert in delivering organisational change and facilitating successful business planning and prioritisation that leads to more efficient and effective use of existing and planned services. This change increases organisational capability.

Jill has experience in all aspects of service management:

  • Strategy & Policy development
  • Project management
  • Business /solution analysis
  • Application development and deployment
  • Testing & Quality Assurance
  • IT Operations
  • Standard Operating Environment (SOE) management
  • Infrastructure Management including Configuration, Availability, Capacity, Business and IT Service Continuity Management, Disaster Recovery
  • Service Support including Service Desk, Incident, Problem and Change Management
  • Training analysis and delivery
  • Business management including Human Resource, Facilities and Financial Management

Jill has been involved in the executive leadership and direction of ICT services and has also spent time both as a user and as a customer of ICT Services, which has given her intimate insight and understanding into what it is that the business needs from ICT. Jill has had operational responsibilities for day-to-day Service Support (including the Service Desk and Incident Management) and strategic planning responsibilities for Service Delivery. This enabled her to focus on the long term planning and improvement of IT Service provision, in line with business needs.

Jill is a qualified:

  • PRINCE2 practitioner,
  • ITIL certified Manager,
  • undertaken a Bachelor of Science majoring in Computers,
  • undertaken Diploma of Business Management, and
  • Certified Workplace Training and Assessment practitioner

As well as driving the implementation of ITIL within several Victorian State government departments, Jill is also a key representative and deputy leader on the ITIL Community of Practice (COP) for the Whole of Victorian Government.

Jill has held many roles such as Manager, Service Support, Group Manager, IT Service Management Branch Manager. Jill was alos instrumental in the creation and development of the Victorian Government ITIL Community of Practice for the whole of State Government.