ITSM Lead

  • Australia
  • Australian Capital Territory
  • Contract
  • Negotiable
  • 12-month contract commencing May 2026
  • ACT Location only – hybrid work available
  • Key skills: ITIL expertise (Incident, Problem, Change, Request, Asset & Configuration, Service Level Management), ServiceNow/service management platforms, CMDB management, service reporting & analytics, and service process optimisation

This opportunity is suited to an experienced ITSM Lead who will lead the strategic and operational delivery of service management capabilities across the organisation. The role focuses on strengthening IT service governance, driving ITIL process maturity, and ensuring services are delivered efficiently and reliably. You will work closely with technical teams, business stakeholders and vendors to enhance service performance, improve user experience and support the organisation’s technology-enabled operations.

Your duties will include:

  • Lead the development and implementation of service management processes aligned with ITIL best practice.
  • Manage and improve core ITIL processes including Incident, Problem, Change, Request, Asset & Configuration, and Service Level Management.
  • Drive service performance through KPI monitoring, reporting and data-driven improvement initiatives.
  • Ensure service management tools and platforms are configured to support operational processes.
  • Maintain strong governance frameworks to ensure compliance with organisational policies and audit requirements.
  • Collaborate with stakeholders and vendors to optimise service delivery and improve overall service maturity.

Skills and Experience we are looking for:

  • Strong expertise in ITIL frameworks and service management best practices.
  • Experience with service management platforms such as ServiceNow, including workflow and reporting capabilities.
  • Proven experience managing CMDB and service asset relationships.
  • Strong capability in service performance reporting, analytics and dashboarding.
  • Demonstrated ability to drive process optimisation, change adoption and service improvement initiatives.
  • Excellent stakeholder engagement, communication and vendor management skills.

Application Process:

If you would like to apply, please contact Emma Gibbons on 0480 804 408 or email emma.gibbons@talentinternational.com

For over 30 years Talent has been redefining the contracting experience with industry leading support, exclusive contractor benefits & a world-class digital platform ENGAGE to access it all. Apply today to see how we can elevate your career

Apply now

Submit your details and attach your resume below. Hint: make sure all relevant experience is included in your CV and keep your message to the hiring team short and sweet - 2000 characters or less is perfect.