ITSM Enablement & Operations Leader (RFx29102) – Multiple Roles

Rashi Joshi; Canberra; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work in ACT

Healthcare benefits

Job summary

Federal Government ICT Department in Canberra seeks an APS6 ITSM Enablement Specialist to mature ITSM practices, bridge people, process and technology, and optimise the enterprise ITSM platform.

You will work with ICT teams, stakeholders and service providers to develop policies, improve service delivery, and drive continuous improvement in a complex government environment. Hybrid work arrangements are available in the ACT.

Qualifications

• Demonstrated experience in IT Service Management (ITSM) operations and service delivery environments.
• Strong understanding of ITIL frameworks and service management best practices.
• Experience configuring, maintaining, or optimising ITSM platforms and workflows.
• Ability to develop and improve policies, processes, standards, and supporting documentation.
• Strong stakeholder engagement and relationship-building skills.
• Experience analysing business processes and identifying improvement opportunities.
• Excellent problem-solving, communication, and analytical skills.
• Ability to work independently and manage competing priorities in a dynamic environment.
• NV1 Security Clearance (mandatory).

Responsibilities

• Strengthen ITSM practices across the organisation and optimise the enterprise ITSM platform.
• Develop policies, procedures, and standards to support governance activities.
• Collaborate with ICT teams, business stakeholders, and service providers to improve service delivery.
• Configure and enhance ITSM tools and workflows to enable better customer-focused services.
• Identify opportunities for continuous improvement and drive adoption of ITIL-aligned frameworks.

Skills

ITSM operations

ITIL frameworks

ITSM platforms

Policies & procedures

Stakeholder engagement

Process improvement

Analytical thinking

Communication skills

Prioritization

NV1 Security Clearance

Tools

ITSM tools

Job description

Your new company

Join a high-profile federal government department that delivers critical services both domestically and internationally. Working within a large and complex ICT environment, you will be part of a team focused on enhancing service management capability, improving user experience, and driving continuous service improvement across the organisation. This is an excellent opportunity to contribute to enterprise-wide ICT initiatives while working in a collaborative and outcomes-driven environment.

Your new role

As an APS6 ITSM Enablement Specialist, you will play a key role in strengthening and maturing IT Service Management (ITSM) practices across the organisation. Acting as the bridge between people, process, and technology, you will help optimise the enterprise ITSM platform, improve service delivery processes, and drive the adoption of best-practice ITIL-aligned frameworks. You will work closely with ICT teams, business stakeholders, and service providers to configure and enhance ITSM tools, develop policies and procedures, support governance activities, and identify opportunities for continuous improvement. This role is ideal for someone who enjoys improving operational efficiency, influencing service management outcomes, and enabling teams to deliver exceptional customer-focused services.

What you'll need to succeed

• Demonstrated experience in IT Service Management (ITSM) operations and service delivery environments
• Strong understanding of ITIL frameworks and service management best practices
• Experience configuring, maintaining, or optimising ITSM platforms and workflows
• Ability to develop and improve policies, processes, standards, and supporting documentation
• Strong stakeholder engagement and relationship-building skills
• Experience analysing business processes and identifying improvement opportunities
• Excellent problem-solving, communication, and analytical skills
• Ability to work independently and manage competing priorities in a dynamic environment
• NV1 Security Clearance (mandatory)

What you'll get in return

• 12-month non-ongoing opportunity with a 6-month extension option and potential for ongoing employment
• Opportunity to work in a high-profile federal government ICT environment
• Exposure to enterprise-scale ITSM platforms, governance frameworks, and service improvement initiatives
• Hybrid working arrangements based in the ACT
• Work alongside experienced ICT professionals and key business stakeholders
• The ability to influence and improve service management practices across a large and complex organisation
• A collaborative and supportive team environment focused on innovation, service excellence, and continuous improvement