Job Description

The IT Service Management (ITSM) Manager is responsible for leading and optimising the delivery of IT services within complex Defence and Government environments. Operating with a high level of autonomy, the role ensures IT service delivery aligns with organisational objectives, operational requirements, and governance frameworks while driving continual service improvement initiatives.

Based in Canberra, this role supports the management of end-to-end IT service operations, stakeholder engagement, service performance, and operational governance across enterprise ICT environments. The successful candidate will contribute to the enhancement of service quality, operational resilience, and customer experience through the effective application of ITSM principles and frameworks.

Key Responsibilities

• Manage and coordinate the delivery of IT services to ensure operational performance, service quality, and customer satisfaction targets are achieved.
• Develop, implement, and maintain IT Service Management (ITSM) processes aligned to ITIL and organisational best practices.
• Lead service improvement initiatives across incident, problem, change, request, and service level management functions.
• Monitor and report on service performance metrics, risks, trends, and operational outcomes, implementing corrective actions where required.
• Collaborate with technical teams, vendors, project stakeholders, and business representatives to identify service requirements and improvement opportunities.
• Support governance, compliance, and assurance activities in line with Defence and Government standards and policies.
• Manage service transition activities to ensure new or changed services are successfully embedded into operational support environments.
• Contribute to operational planning, resource forecasting, and risk management activities.
• Provide leadership, mentoring, and guidance to IT support and service delivery personnel.
• Maintain strong stakeholder relationships across technical and non-technical areas to support effective service outcomes.

Skills & Experience

• Demonstrated experience managing IT service delivery within complex enterprise or Defence ICT environments.
• Strong understanding of ITIL service management principles and operational support frameworks.
• Experience across key ITSM disciplines including incident, problem, change, release, request, and service level management.
• Proven ability to manage competing priorities and deliver outcomes in high-tempo operational environments.
• Strong stakeholder engagement, communication, and vendor management capabilities.
• Ability to analyse service performance data and drive continual improvement initiatives.
• Experience supporting governance, compliance, and risk management activities within regulated environments.
• Strong leadership, coaching, and team coordination skills.

Qualifications

• Relevant tertiary qualifications in Information Technology, Computer Science, Information Systems, or a related discipline.
• Minimum 5+ years’ experience in IT Service Management, Service Delivery, or ICT Operations roles.
• ITIL Foundation or higher certification highly desirable.
• Additional certifications such as PRINCE2, PMP, Agile, or SIAM are advantageous.
• Experience working within Australian Government or Defence environments is highly desirable.
• Eligibility to obtain and maintain an Australian Government Security Clearance.