ITSM Lead - NV1 Cleared

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

ITSM Lead - Federal Government - Canberra Based

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world’s most complex technology estates. Learn more on dxc.com

An exciting opportunity now exists for an experienced ITSM Lead to own and run the ITIL based processes across a key Government account to ensure services are delivered consistently, efficiently and in alignment with business object. Own and continuously improve the organisation’s ITSM framework, processes, policies, standards and governance. Establish and maintain effective Service Management governance, including forums, reporting, controls, decision‑making and escalation pathways

Suitable candidates must hold an active NV1 Clearance.

Key Responsibilities

• Provide leadership across core ITSM practices, including:
  • Incident Management
  • Major Incident Management
  • Problem Management
  • Change Enablement / Change Management (support the Change Manager)
  • Service Request Management
  • Service Level Management
  • Configuration Management / CMDB
  • Knowledge Management
• Define and maintain ITSM process ownership and accountability, ensuring clear structures across IT teams and service providers.
• Lead the development and ongoing optimisation of IT service management processes, balancing governance, operational efficiency and user experience, develop and deliver ITSM dashboards
• Analyse service trends, recurring incidents, SLA performance, customer feedback and operational data to identify systemic issues and improvement opportunities
• Lead Incident Management, ensuring effective coordination, communication, escalation, stakeholder management and post-incident reviews.
• Establish robust Problem Management practices focused on root-cause analysis, known-error management and prevention of recurring incidents.
• Develop and maintain an effective Service Catalogue, ensuring services, ownership, support models, SLAs and customer expectations are clearly defined.
• Establish effective Service Level Management, including service reviews, SLA reporting, breaches, remediation and continual improvement.

Key Skills & Experience Required

• Proven experience in an ITSM, Service Delivery role, with experience as an ITSM Lead
• ITIL Foundations Certificate
• ITIL Cross Functional experience
• Experience with Infrastructure delivery
• Tertiary qualifications and/or relevant operational IT experience.
• Must meet and maintain security clearance requirements of DXC and relevant clients.
• Supporting the business / projects may require out of business hours involvement
• Occasional travel may be required in order to support business
• Strong Microsoft application skills (Word, Excel, PowerPoint)
• Knowledge of Service Management tools
• Excellent communication skills (written and oral), with experience interacting with all levels of management
• Time Management skills

What Next

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