- APS6 equivalent
- 12 month engagement + extensions
- Must be in Canberra
- No clearance required
- Candidate must be an Australian citizen
The Role
Service Management Officer leads the strategic and operational delivery of service management across the organisation. This role is responsible for ensuring that services are delivered efficiently, meet agreed service levels, and continuously evolve to support business needs. The Service Management Officer drives process maturity and performance management.
Key Duties and Responsibilities:
- Services are delivered reliably, efficiently, and in alignment with agreed service levels.
- Stakeholders experience improved responsiveness, transparency, and predictability in IT service operations.
- Service management processes are fully defined, documented, and aligned to organisational objectives and ITIL for best practice.
- Governance mechanisms are embedded, ensuring clear accountability, controlled change, and consistent execution across teams.
- Core ITIL processes—including Incident, Problem, Change, Request, Asset & Configuration, and Service Level Management—operate cohesively and at increasing levels of maturity.
- Process improvements reduce service disruptions, shorten resolution times, and enhance root-cause identification and prevention
- Service management tools are configured to accurately reflect process design and operational needs.
- The Tool Service Provider is guided and held accountable for implementing required configuration changes, ensuring the toolset remains fit-for-purpose
- KPIs, SLAs, and service metrics are actively monitored, analysed, and reported.
- Trends, risks, and improvement opportunities are identified early, with clear recommendations and actions implemented to enhance service performance
Technical Skills
- ITIL Framework Expertise: ITIL V3 or V4 Intermediate certified
- Service Management Platforms
- Configuration Management (CMDB)
- Reporting & Analytics
- Integration & API Knowledge
- Cloud & Infrastructure Awareness
Functional Skills
- Strategic Planning
- Stakeholder Engagement
- Process Design & Optimisation
- Change Management
- Customer-Centric Mindset
- Risk & Issue Management
- Vendor Management
How to apply:
Please hit the apply button or for more information contact Anne from Randstad Digital on 02 6243 6404.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
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