ITSM Lead - NV1 Cleared

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

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 continuouslyimprove the organisation’sITSM framework, processes, policies, standards andgovernance. Establish and maintaineffectiveService Management governance, including forums, reporting, controls, decision-makingand escalation pathways

Suitable candidates must hold an active NV1 Clearance.

Key Responsibilities:

• Provide leadership acrosscore ITSM practices, including:
  • Incident Management
  • Major Incident Management
  • Problem Management
  • Change Enablement / ChangeManagement (support the Change Manager)
  • Service Request Management
  • Service Level Management
  • Configuration Management/ CMDB
  • Knowledge Management
• Define and maintainITSM process ownershipand accountability, ensuring clear structures across ITteams and serviceproviders.
• Lead the developmentand ongoing optimisationofIT service managementprocesses, balancing governance,operational efficiency anduser experience, develop and deliverITSM dashboards
• Analyse service trends, recurring incidents, SLAperformance, customer feedbackand operational datato identify systemicissues and improvementopportunities
• Lead Incident Management, ensuring effective coordination, communication, escalation, stakeholder managementand post-incidentreviews.
• Establish robustProblem Managementpractices focused onroot-cause analysis, known-error managementand prevention ofer recurring incidents.
• Develop and maintainan effectiveService Catalogue, ensuring services, ownership, support models, SLAsand customer expectationsare clearly defined.
• Establish effectiveService Level Management, including service reviews, SLA reporting, breaches, remediation and continualimprovement.

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: