Service Manager

7 hours ago

Canberra n Capital Territory, Australia Ignite Full time

**Overview of the Role

Location:**
Canberra

*Employment Type:*
Permanent, Full-Time

We are seeking an experienced and motivated
IT Service Manager
to lead a small but dynamic IT Service Desk team in Canberra. This pivotal role involves overseeing the delivery of high-quality IT services, managing service management processes, and driving improvements in IT operations. You will play a key role in building and optimising the service management capability, including ITIL process implementation, service catalogue development, and redesigning service delivery and change management practices.

This permanent position offers the opportunity to work in a highly regarded cultural institution, collaborating across multiple teams to support strategic IT initiatives and enhance overall organisational performance.

The Ideal Candidate
The successful candidate will have:

  • NV1 security clearance
    (or ability to obtain) and Australian citizenship
  • Proven experience leading IT service management teams, implementing ITIL-based systems, and developing service catalogues
  • Strong skills in project management, change management, and continuous improvement
  • Excellent leadership, communication, and stakeholder management abilities
  • Experience in vendor and contract management, ICT procurement, budgeting, and financial reporting
  • Ability to manage multiple priorities, deliver high-quality outcomes under pressure, and work collaboratively in a team-oriented environment
  • A customer-focused mindset and the ability to translate technical requirements into practical business solutions

Relevant qualifications in IT, ICT, or related fields are desirable, along with hands-on experience in ICT infrastructure, end-user computing, and IT and digital projects.

Key Duties

  • Lead and manage the IT Service Desk team and service management function, including external providers
  • Develop and implement ITIL processes, service catalogue, and service delivery improvements
  • Contribute to strategic IT initiatives and forward planning of IT services
  • Manage vendor relationships, contracts, licences, and procurement activities
  • Deliver ICT projects and provide technical support for escalated incidents
  • Prepare high-level advice, briefs, and reports for executive stakeholders
  • Ensure effective risk management, compliance, and continuous improvement across IT services

If you are a strategic IT Service Manager and not afraid to take up a challenge
, please contact Sarah Alamillo on or via email at
to express your interest.

Ignite is Australia's preferred partner in recruitment and technology solutions across private and public sectors.

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