Senior Service Manager – Expert (IT Service Management Advisor)

Australian Signals Directorate (ASD) – Department of Defence
Location: Canberra, ACT
Security Clearance: TSPV Required
Contract Duration: 12 months + up to 2 × 12-month extensions
Working Arrangements: Onsite, up to 40 hrs/week (WFH not available)

About the Role

Cleared are Partenring with The Australian Signals Directorate (ASD) who is seeking a highly skilled Senior Service Manager / IT Service Management (ITSM) Advisor to provide expert-level strategic, governance and policy leadership within its IT Service Management environment. This senior EL2-equivalent role will influence organisational direction, shape incident and change management strategies, and advise both leadership and project teams across ASD.

This position is critical to strengthening ASD’s service management maturity, developing organisational ITSM pathways, and embedding best-practice frameworks across the enterprise.

Interstate applicants will be considered, however ACT-based engagement is preferred.

Key Responsibilities

In this senior leadership role, you will:

Strategic Leadership & Policy

• Lead the review, development and implementation of agency-level Service Management Strategies and ITSM Policies.

• Shape organisational incident management and change management strategy, ensuring alignment with agency objectives.

• Contribute to policy, standards and guidelines for organisational strategy development and planning.

Governance, Risk & Compliance

• Establish governance frameworks and systems of control to effectively identify, surface and treat risk.

• Ensure compliance with legislative, policy and regulatory frameworks.

• Measure organisational adherence to ITSM standards and ensure consistent practice adoption.

Incident & Change Management Excellence

• Set policy for change management across live and test environments.

• Provide high-level leadership during major incidents, coordinating cross-functional teams and external partners.

• Lead continuous improvement of incident and change control practices across the organisation.

Stakeholder Engagement & Reporting

• Build and maintain strong stakeholder relationships, communicating with influence at senior levels.

• Prepare high-quality briefs, reports, submissions and strategic insights for senior executives and committees.

• Promote organisational collaboration and effectively lead group activities across technical and business domains.

Workforce & Capability Development

• Develop professional ITSM streams and career pathways to strengthen ITSM capability and address skill gaps.

Technical Requirements

• SFIA CHMG Level 6 / EL2 equivalent, or SFIA USUP Level 6

• SFIA ITSP Level 5 / EL2 equivalent

• Advanced knowledge and experience with ITIL and its organisational-scale implementation.

Essential Criteria

Candidates must clearly address the following in their application (max 3000 characters each):

1. Demonstrated ability to lead and contribute to organisational-level ITSM strategy and policy development.

2. Demonstrated experience negotiating and implementing governance and process change across diverse stakeholder groups.

3. Demonstrated ability to shape and direct ICT incident and/or change management strategies across organisational boundaries.

4. Demonstrated ability to develop and manage risk-based systems of control.

Desirable Criteria

1. Experience developing ITSM professional streams and career pathways.

2. Experience leading the delivery of shared IT services with governance frameworks and performance reporting.

3. Advanced experience with the ITIL framework and its implementation at organisational scale.