Job Description

Job Title: Senior Service Manager Expert

Security Clearance: Must have NV2 (TSPV preferred)

Duration: Initial 12 months with 2 x 12-month extensions

Industry: Information Technology

Functional Expertise: Service Management

Sub-functional Expertise: ITSM Strategy & Governance

Location of work: Canberra, ACT

Working arrangements: Onsite

Closing date: 9AM Friday, 12 December 2025

Description:

Our client is seeking a highly experienced Senior Service Manager Expert (Senior EL2 equivalent) to provide strategic IT Service Management (ITSM) advice, drive governance reforms, and shape policy frameworks across the organisation. The successful candidate will lead change and incident management strategies, support service improvement initiatives, and contribute to developing professional ITSM career pathways. This position is responsible for delivering expert-level guidance across leadership, projects, and operational teams in a complex environment.

Responsibilities:

• Review, develop, and implement organisational-level ITSM strategy and policy

• Provide advisor-level guidance to leadership and project teams on ITSM frameworks

• Design and embed effective change and incident management practices

• Ensure consistent adherence to standards across the organisation

• Coordinate cross-functional teams during major incidents to support rapid service recovery

• Develop plans and provide strategic support for organisational change initiatives

• Monitor risk, lead mitigation efforts, and ensure compliance with regulatory frameworks

• Prepare high-level documentation including briefs, reports, and submissions for executive review

• Engage and influence stakeholders to achieve strategic alignment and buy-in

• Build organisational capability in ITSM and support professional development pathways

Requirements:

• Expertise in ICT service strategy, governance, and operations

• Strong leadership and stakeholder engagement skills

• Proven ability to lead organisation-wide change initiatives

• In-depth understanding of risk and compliance within ICT environments

• Advanced knowledge of incident and change management processes

• Exceptional communication and documentation capabilities

Key Capabilities:

• Strategic leadership and policy development

• Organisational collaboration and stakeholder engagement

• Governance and risk management expertise

• Deep knowledge of ITIL and service frameworks

• Capacity to drive service maturity across complex environments

Essential Criteria:

• Demonstrated ability to lead and contribute to the review, development and implementation of organisational-level IT service management strategy and ITSM policy.

• Demonstrated experience successfully negotiating and implementing organisational-level governance and process change across business, technical and senior stakeholder groups.

• Demonstrated ability to shape and direct ICT incident management and/or ICT change management strategy and process adoption across organisational boundaries.

• Demonstrated ability to develop, implement and manage systems of control that effectively surface and treat risk.

Desirable Criteria:

• Demonstrated ability to develop professional ITSM streams and career pathways.

• Demonstrated experience leading the delivery of shared IT services across a large organisation, catering to the individual needs of business units, establishing governance frameworks and reporting service performance.

• Demonstrated experience and advanced working knowledge of the ITIL framework, including practice interrelationships and implementation at scale across an organisation.

How to apply:

Please submit your application including your resume and a completed application form addressing the essential and desirable criteria. Ensure your application highlights your experience and any relevant certifications.