ITSM Process Manager

Profectus is seeking expression of interests from ITSM Process Managers to support significant Australian Government programs of work. The likely engagements span specialty engineering, systems engineering and integration, service management and commercial delivery assurance.

ITSM Process Managers are responsible for the development, implementation, governance and continual improvement of IT Service Management processes in support of the program. The roles ensure processes align with ITIL 4, Australian Government policies and operational requirements across a secure and complex ICT environment.

• Act as process owner for Incident, Problem, Change Enablement, Request, SLM, Knowledge and Configuration Management
• Design, document and maintain ITSM process frameworks, workflows, standards and procedures
• Establish process governance, metrics, KPIs and maturity models
• Drive continual service improvement using data and stakeholder feedback
• Work with platform owners (e.g. ServiceNow) to align tooling to approved processes
• Provide expert advice on ITSM practices to technical teams, service owners and senior stakeholders

• IT Service Management or ITSM Process Management role experience
• Strong practical knowledge of ITIL 4 practices and principles
• Designing, implementing and improving ITSM processes in complex ICT environments
• ITSM tools (ServiceNow, BMC or equivalent)
• Service metrics, KPIs and performance reporting
• Secure, regulated or government environment experience
• ITIL 4 Managing Professional or Strategic Leader certifications
• Large-scale or mission-critical programs
• Managed service providers and multi-vendor environments
• ServiceNow certification or equivalent

Canberra (ACT). Onsite at Australian Government premises.

• Hold and maintain a current Australian Government Negative Vetting Level 1 (NV1) clearance, with ability to upgrade to NV2.

Profectus is a trusted partner to Commonwealth ICT programs. We invest in long-term relationships with our consultants, supporting clearance lifecycles, role transitions, and professional development across multi-year engagements, while contributing to outcomes of national importance.