Canberra ITSM Lead - ITIL & Service Delivery Expert

DXC Technology; Canberra; On-site; AUD 120,000 - 170,000; Full time

Job summary

DXC Technology is seeking an ITSM Lead to own ITIL-based processes for a Federal Government account in Canberra. The role focuses on governance, process optimization, and reporting across incident, problem, change, and service level management.

The ideal candidate will hold an ITIL Foundations Certificate, experience in ITSM leadership, and the ability to coordinate with multiple teams and stakeholders within a security-cleared environment.

Qualifications

• Proven ITSM/Service Delivery experience with ITSM Lead role.
• ITIL Foundations Certification.
• Active NV1 security clearance or ability to obtain.
• Strong communication skills and ability to engage with all management levels.

Responsibilities

• Lead ITSM practices across Incident, Major Incident, and Problem Management.
• Define ITSM ownership and governance across IT teams and providers.
• Develop ITSM dashboards and monitor trends, SLA performance.
• Coordinate incident management, escalation, and post-incident reviews.
• Establish root-cause analysis and known-error management.
• Maintain Service Catalogue and SLAs with clear ownership.

Skills

Incident Management

Major Incident Mgmt

Problem Management

Change Enablement

Service Request Mgmt

Service Level Mgmt

Configuration Mgmt

Knowledge Mgmt

Communication Skills

Time Management

Education

ITIL Foundations Certificate

Tools

MS Office

ServiceNow

Job description

DXC Technology is seeking an ITSM Lead to own ITIL-based processes for a Federal Government account in Canberra. The role focuses on governance, process optimization, and reporting across incident, problem, change, and service level management.

The ideal candidate will hold an ITIL Foundations Certificate, experience in ITSM leadership, and the ability to coordinate with multiple teams and stakeholders within a security-cleared environment.