Information Technology Service Manager

Job description

The IT Service Management (ITSM) Manager is responsible for leading and optimising the delivery of IT services within complex Defence and Government environments. Operating with a high level of autonomy, the role ensures IT service delivery aligns with organisational objectives, operational requirements, and governance frameworks while driving continual service improvement initiatives. Based in Canberra, this role supports the management of end-to-end IT service operations, stakeholder engagement, service performance, and operational governance across enterprise ICT environments. The successful candidate will contribute to the enhancement of service quality, operational resilience, and customer experience through the effective application of ITSM principles and frameworks. Key Responsibilities: - Manage and coordinate the delivery of IT services to ensure operational performance, service quality, and customer satisfaction targets are achieved. - Develop, implement, and maintain IT Service Management (ITSM) processes aligned to ITIL and organisational best practices. - Lead service improvement initiatives across incident, problem, change, request, and service level management functi...