Senior ITSM Specialist

About the role

The Senior ITSM Specialist will support high‑quality, user‑focused IT services aligned to the ITIL 4 framework. You will own end‑to‑end service management activities, ensuring clarity, consistency and effective governance across multiple ITIL practices.

Key responsibilities

• Lead and deliver ITIL 4 service management and general management practices across the engagement.
• Act as an escalation point for customers and teams, providing back‑fill support for the Service Governance Manager when required.
• Develop, maintain and govern playbooks, work instructions and operational procedures aligned to customer policies.
• Monitor SLA performance, conduct ticket quality reviews, prepare governance reporting and represent teams at service governance forums.
• Drive continual improvement activities and collaborate with SMEs and suppliers to enhance dashboards, reporting and service management outcomes.

Required profile

• Demonstrated experience in ITSM or Service Governance within an ITIL and SIAM environment.
• ITIL® 4 Foundation certification and experience coordinating across a broad range of ITIL practices.
• Strong stakeholder engagement, communication and organisational skills, with technical literacy.
• Australian citizenship and eligibility for NV1 security clearance.

Required skills

• ITIL 4 framework knowledge
• ServiceNow or similar Enterprise Service Management tool
• Experience creating and maintaining procedures, playbooks and governance documentation
• Developing reporting, dashboards, KPI/SLA metrics

What we offer

• Flexible work options including Life Days, part‑time, job sharing and compressed hours
• Wellbeing support with free access to Headspace, MeQuilibrium and dedicated wellness spaces
• Learning opportunities with over 120,000 on‑demand courses and professional development programs
• Opportunity to work on nationally significant, mission‑critical projects