Technical Solution Manager

Victoria Police; City of Melbourne; On-site; AUD 150,000 - 180,000; Full time

Job summary

Victoria Police seeking an Enterprise Service Management (ESM) Technical Lead to evolve and govern the enterprise ServiceNow platform. You will balance architecture with hands-on development, drive standardization, and lead integrations while mentoring a team of developers and administrators.

You will operate within the ICDT Division, ensuring secure and scalable platform solutions, maintaining governance, and aligning technology with Victoria Police priorities.

Qualifications

• 6+ years of hands-on ServiceNow development experience with leadership or project leadership
• Certification and demonstrated experience in IT Service Management practices and ServiceNow platform management
• Strong communication skills and ability to translate complex requirements into scalable designs

Responsibilities

• Manage a team of ServiceNow developers/administrators to deliver secure, scalable solutions
• Oversee incidents, problems, requests, changes and releases ensuring effective service delivery
• Maintain architecture, standards, and governance to support strategic solutions
• Build relationships with suppliers, partners, and stakeholders to maximise business value
• Develop team capability through knowledge sharing and best practices
• Monitor and report on team performance and governance outcomes

Skills

ServiceNow development

Team leadership

Communication skills

Education

Bachelor's degree in IT/CS

Tools

ServiceNow Platform

Vendor management tools

Job description

We are seeking a highly skilled Enterprise Service Management (ESM) Technical Lead to drive the evolution, development, and long-term governance of our enterprise ServiceNow platform and solutions. In this role, you will champion platform health, design scalable technical solutions, and lead integrations while mentoring a talented team of developers/administrators. Balancing strategic high-level architecture with advanced, hands‑on development, you will advocate for standardization, treat customization as exception, ensure seamless upgrade cycles, and maintain alignment between our business objectives and platform capabilities.

The role is part of Victoria Police's Information, Communication & Digital Technology (ICDT) Division. The Information, Communication and Digital Technology (ICDT) Division delivers the technology products and services that Victoria Police rely on today, while enabling the capabilities needed for the future.

Victoria Police is a contemporary and agile workplace and supports flexible working arrangements.

Your duties will include:

• Managing a team of ServiceNow Developers/Administrators to deliver secure and reliable platform and scalable technology solutions.
• Managing technical incidents, problems, requests, changes and releases to ensure effective service delivery and documentation.
• Maintaining system architecture, technical standards, and governance to support strategic and sustainable solutions.
• Building effective relationships with suppliers, partners, and stakeholders to maximise business value.
• Developing team capability through knowledge sharing, continuous improvement, and adoption of best practices.
• Monitoring and reporting on technical team performance, governance outcomes, and service delivery measures.

About You:

The successful candidate will ideally have the following skills and experience:

• A tertiary qualification in a relevant discipline such as Information Technology, Computer Science or other related field
• 6+ years of hands‑on ServiceNow development experience, with experience leading technical team or projects.
• Certification and demonstrated experience in IT Service Management practices and ServiceNow platform management.
• ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Developer (CAD), and Certified Implementation Specialist (CIS) in ITSM and WSD will be highly regard ed.
• Experience working with vendors and partners to deliver outcomes.
• Proven ability to work collaboratively and foster effective partnerships across internal and external stakeholders.
• Strong communication skills with the ability to translate complex business requirements into scalable technical designs.

Further Information:

• This position is located at Victoria Police Centre, 311 Spencer Street, Docklands.
• The successful applicant will be required to undergo National Security Vetting, achieve NV1 and maintain the security classification. To achieve this, applicants must be an Australian Citizen.
• The successful candidate will be required to undergo pre-employment checks which may include fingerprint checks and misconduct screening.
• We expect our people to foster a safe and inclusive environment where their behaviour and attitude reflects, builds upon and promotes a positive and collaborative workplace that respects the culture and values of Victoria Police.

Applications close midnight, Wednesday 14 October 2026.

We welcome applications from people with disability and aim to support an inclusive recruitment experience. If you require a copy of this advertisement and attached documentation in an accessible format or would like to discuss an access requirement/reasonable adjustment for the recruitment process (including an alternate method of submission of the application), please contact VPS Recruitment via email **************@police.vic.gov.au or on (03) 8335 6***.

About Us:

Victoria Police has a dedicated workforce of more than 22,000 employees consisting of police, protective services officers, police custody officers, and public service staff. Each employee plays a vital role in providing the 24/7, 365 days a year emergency response and public safety capability the organisation delivers to its community. As a Victoria Police employee, you have a dedication and commitment to community safety.

Victoria Police is committed to creating a workplace that is safe and inclusive of all our people. We empower and expect our people, at all levels, to develop interpersonal connections and collaborate, use sound judgement, and create and innovate.

In alignment with the principle of self-determination, Victoria Police is dedicated to enhancing our collaboration with the Aboriginal community in Victoria as we build a culturally safe and inclusive workplace for Aboriginal and Torres Strait Islander employees. We continue to engage and build relationships with local Aboriginal communities and work closely with them to enhance opportunities and services aimed at empowerment, equality, and equal participation across all areas of the organisation.

We value the diversity and differences of our employees, including their age, gender, culture, religion, sexual orientation, abilities, and life experience. We celebrate these diverse experiences and perspectives as each person brings an informed and contemporary approach to our work which enhances the wellbeing of all. We aim to provide a safe place that is reflective of the community it serves, allowing everyone to bring their whole selves to work.