Itsm Practice Lead

1 week ago


Brisbane, Queensland, Australia Transport and Main Roads Full time

TMR is seeking a skilled IT Service Management Practice Lead, to lead the Incident Management practice and to develop then govern the Monitoring & Event Management practice within our Service Management Office (SMO).This is a fast-paced and high-profile role with lots to keep you interested, from managing the response to major incidents, to developing and implementing a strategic plan for the practice.

Excellent communications, reporting skills and relationship focus are key to your success in this role.

The SMO is a team of ITSM professionals dedicated to providing exemplar service that is fit for purpose for our ever-changing environment.

How services are delivered continues to change as technologies and workforces evolve. We must adapt with it.

Are you the next ITSM professional to bring their experience and drive to this team?Accountabilities include:

  • Lead the management and continuous improvement of Information Technology Branch's Incident Mangement practice and Monitoring & Event Management practice. Establish and maintain ITSM policies, roadmaps, processes, tools, practice-related intranet sites and training, ensuring they remain fit for purpose and in line with the strategic plans and industry best practice. Manage the Incident Management team, leading Major Incident response, communications and reporting for ITB-owned ICT Services, providing adhoc support for projects and non ITB-owned services as required by the business. Liaising with stakeholders from within ITB, customers and 3rd parties, conduct post-incident reviews, developing appropriate executive and stakeholder reports for major and high priority incidents. Lead the development and ongoing maturity of the Monitoring and Event Management practice in the delivery lifecycle ensuring there is appropriate governance over the proactive management of services under management and that those services are chosen with appropriate consideration of risk, capacity, capability, cost and opportunity. Advise, promote and educate relevant stakeholders in the use of best practice Incident Management and Monitoring and Event Management and report to the ITSM Steering Committee on lead practice indicators and initiatives progress. Drive proactive incident prevention in partnership with ICT Problem Management, undertaking formal trend analysis to identify underlying ICT Problems to be investigated by the ICT Problem Management practice. Liaise with the wider Service Management Office (SMO) to improve IT Service Management across TMR.This position reports to the Manager, Service Management Office and has one direct report.

Applications to remain current for 12 months

Job Ad Reference:


QLD/471667/23Closing Date:
Wednesday, 01 March 2023This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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