Service Transition Manager – ITIL & Digital Services

Aged Care Quality and Safety Commission; Melbourne; On-site; AUD 100,000 - 113,000; Full time

Job summary

The Aged Care Quality and Safety Commission in Australia seeks an APS6 Service Transition Manager to lead the Service Management Office's end-to-end transition of digital services. You will design, govern and continuously optimise transition practices within the Digital group, ensuring ITIL-aligned processes and seamless handovers to BAU.

Working with business stakeholders and other Digital teams, you will implement policies, assess impacts, manage risks, and coordinate change activities to

Qualifications

• Bachelor's degree in IT or related discipline, or equivalent professional experience.
• Strong understanding and experience in ITIL service management practices.
• Demonstrated experience in project delivery, and technical support operations.
• Proven ability in guiding the implementation and adoption of a Service Transition practice.
• Understanding of ICT governance frameworks, compliance requirements, and risk management.
• Ability to support and encourage continual service improvement in business processes and systems.
• Strong stakeholder engagement skills to bridge gaps between technical developers, project managers, and support teams to negotiate solutions and resolve issues.
• Experience in implementing emerging trends and adapting to evolving ICT environments.
• Strong capability in managing change initiatives, ensuring smooth adoption of new technologies.
• Excellent communication and interpersonal skills, including the ability to negotiate.
• Ability to manage competing priorities and foster collaboration with other teams.

Responsibilities

• Develop and implement Service Transition standards, policies, processes and templates.
• Facilitate impact assessments with project teams, business and service owners to validate transition requirements.
• Work with project teams and stakeholders to negotiate, define and sign-off transition plans and acceptance criteria.
• Manage the end-to-end transition of new or significantly updated digital services ensuring operational teams are prepared and ready for a seamless handover to business-as-usual (BAU).
• Coordinate activities through Change, Release, Deployment, Service Asset, Configuration, and Knowledge Management practices.
• Participate in working groups and other governance forums to report and provide guidance on Service Transition activities.
• Coordinate hyper-care periods, triage initial operational issues, and conduct post-transition -reviews.
• Monitor transition risks, dependencies, and roadblocks, providing clear status updates to relevant stakeholders at project team meetings and/or working groups.

Skills

ITIL service management

Stakeholder engagement

Project delivery experience

Change management

ICT governance knowledge

Communication skills

Negotiation

Risk management

Team collaboration

Education

Bachelor's degree in information technology or related discipline

Job description

The Aged Care Quality and Safety Commission in Australia seeks an APS6 Service Transition Manager to lead the Service Management Office's end-to-end transition of digital services. You will design, govern and continuously optimise transition practices within the Digital group, ensuring ITIL-aligned processes and seamless handovers to BAU.

Working with business stakeholders and other Digital teams, you will implement policies, assess impacts, manage risks, and coordinate change activities to