Federal ITSM Lead: Governance, Incident & Change

DXC Technology Company; Canberra; On-site; AUD 140,000 - 180,000; Full time

Job summary

DXC Technology is seeking an ITSM Lead for a Canberra-based Federal Government account. You will own ITIL-based processes, drive governance, and lead a team to deliver consistent, efficient IT service management aligning with business objectives.

You will establish and maintain a robust ITSM framework with clear escalation paths, dashboards and KPI reporting, ensuring service quality and stakeholder satisfaction across the account.

Qualifications

• Experience leading ITSM/Service Delivery initiatives in a large, complex environment.
• Proven ability to drive governance, reporting and escalation processes.
• Strong communication with stakeholders at all levels.
• Active NV1 clearance or ability to obtain clearance (as required).

Responsibilities

• Provide leadership across core ITSM practices (Incident, Major Incident, Problem, Change Enablement, Service Request, SLA, CMDB, Knowledge).
• Define and maintain ITSM process ownership and accountability across IT teams and service providers.
• Lead development and continuous improvement of ITSM processes and dashboards.
• Analyse service trends, recurring incidents, SLA performance and feedback to identify improvements.
• Lead Incident Management with coordinated response, communication and post-incident reviews.
• Establish robust Problem Management to address root causes and known errors.
• Develop and maintain the Service Catalogue and ensure clear ownership and SLA expectations.
• Establish and monitor Service Level Management through reviews and continual improvement.

Skills

ITSM Leadership

Incident Management

Major Incident Management

Problem Management

Change Enablement

Service Request Management

Service Level Management

CMDB

Knowledge Management

Communication Skills

Time Management

MS Office

Service Management Tools

Education

ITIL Foundations Certificate

Tertiary qualifications / relevant IT experience

Tools

ITSM Tools

Job description

DXC Technology is seeking an ITSM Lead for a Canberra-based Federal Government account. You will own ITIL-based processes, drive governance, and lead a team to deliver consistent, efficient IT service management aligning with business objectives.

You will establish and maintain a robust ITSM framework with clear escalation paths, dashboards and KPI reporting, ensuring service quality and stakeholder satisfaction across the account.