Senior Director, ServiceNow Platform Lead | Full-time Permanent

Australian Capital Territory; Canberra; Hybrid; AUD 260,000 - 360,000; Full time

Job summary

Digital Canberra is seeking a Senior Director, ServiceNow Platform Lead to drive the strategic direction, governance and delivery of the ACT Government's Enterprise Service Management capability. You will guide platform maturity, vendor engagement and cost modelling while shaping service delivery across digital government.

You will lead a multidisciplinary team, work with executives and stakeholders, and ensure contemporary, customer-centric service management aligned with whole-of-government

Qualifications

• Extensive experience leading large-scale ICT service management environments.
• Proven ability to build high-performance teams and deliver measurable outcomes through stakeholder engagement.
• Experience with ServiceNow, ITIL-based service management and service portfolio management.

Responsibilities

• Lead evolution of the ServiceNow platform and enterprise Service Management capability.
• Provide strategic leadership, governance and delivery across ICT service management.
• Engage senior executives, stakeholders and partners to ensure customer-centric, cross-government alignment.

Skills

ServiceNow

ITIL

Strategic leadership

Stakeholder engagement

Vendor management

Job description

Senior Director, ServiceNow Platform Lead
Full-time Permanent

Details: Are you an experienced digital leader with a passion for service management, platform transformation and driving customer-focused outcomes? Digital Canberra is seeking a high-performing Senior Director, ServiceNow Platform Lead to lead the strategic direction, governance and delivery of the ACT Government's Enterprise Service Management capability. This is an exciting opportunity to influence the future of digital services across the ACT Government by leading the evolution of the ServiceNow platform, strengthening service portfolio management practices, and shaping how technology services are designed, delivered and supported.

As the Senior Director, ServiceNow Platform Lead, you will provide strategic leadership to a multidisciplinary team responsible for ServiceNow, ITIL capability uplift, service catalogue management and executive support functions. You will work closely with senior executives, government stakeholders and industry partners to ensure service management practices are contemporary, customer-centric and aligned with whole-of-government priorities.

You will be responsible for leading platform maturity initiatives, driving vendor and stakeholder engagement, strengthening service design and cost modelling practices, and ensuring ICT service management frameworks support operational excellence and continuous improvement. The role also provides strategic advice and support to the Executive Branch Manager and plays a key role in shaping future service delivery capabilities across Digital Canberra.

We are looking for a collaborative and influential leader with demonstrated experience leading complex ICT service management environments, building high-performing teams and delivering organisational outcomes through strong stakeholder engagement. You will bring exceptional communication skills, sound judgement, strategic thinking and a commitment to fostering a culture of innovation, accountability and continuous improvement.

Experience with ServiceNow, ITIL-based service management, service portfolio management and large-scale ICT operations will be highly regarded. ITIL and project management qualifications are desirable.

Digital Canberra offers a supportive and inclusive workplace, flexible hybrid working arrangements and the opportunity to contribute to meaningful digital transformation that improves services for the Canberra community.

What we offer

• A challenging and rewarding senior leadership opportunity.
• Hybrid working arrangements based at Winyu House, Gungahlin and work from home.
• The opportunity to lead strategic ICT initiatives with whole-of-government impact.
• A collaborative and forward-thinking leadership team committed to innovation, service excellence and developing people.

We are committed to creating an inclusive environment where people with diverse thoughts, lived experience, and perspectives can thrive and contribute their unique talents to the ACTPS and ACT community. We encourage Aboriginal and Torres Strait Islander people, people with disability, people with culturally and linguistically diverse backgrounds, veterans, younger and older workers, and people with diverse genders, sexes and sexualities to apply.

Eligibility/Other requirements:

• Current AGSVA Baseline Security Clearance, or the ability to obtain.
• Driver's Licence not essential.
• Working with Vulnerable People registration not required.

Notes:

An order of merit will be established from this selection process and may be used to fill future identical vacancies over the next 12 months. Selection may be based on application and referee reports only.

Note: Under the ACTPS employment framework you may be placed in another role where required for the efficient administration of the service.

The ACT public service is committed to closing the gap, underpinned by the belief that when Aboriginal and Torres Strait Islander people have a genuine say in the design and delivery of policies, programs and services that affect them, better life outcomes are achieved. More information can be found here ACT Closing the Gap Implementation Plan - ACT Government Transparency Portal .