Information Technology Service Management Specialist

NEC is a leading global software and solutions technology business. With over 120 years of innovation globally and 50+ years here in Australia, NEC has helped future-proof organisations in a dynamic and fast changing business environment, driving growth and efficiencies through smart technology solutions, manage risk, solve workforce issues and help businesses improve their customer and employee experience. Working with government agencies and private enterprises, NEC streamlines and simplifies the complex technology requirements, working in areas including health, transport, construction, manufacturing, emergency services, corrections, law enforcement and many more.

We are currently looking for a number of ITSM Specialists to join our team as we embark on a major program of work for a key government client.

Roles will commence in January and February 2026.

The ITSM Specialists will be responsible for designing, implementing, managing, and optimising IT Service Management processes within the organisation. This role focuses on continuous improvement and the alignment of services to evolving business needs, ensuring successful service transition into BAU and ongoing efficient delivery. The specialist will leverage current and emerging ITIL frameworks and best practices to enhance service delivery and will collaborate with cross-functional teams to drive service management excellence.

The team will be responsible for the implementation and management of ITIL processes such as Incident Management, Change Enablement, Release and Deployment, Knowledge and Service Request, Problem Management, Service Configuration Management, Monitoring and Event Management, IT Asset Management and Service Continuity amongst others.

Key Accountabilities

• Act as the central point of communication for all stakeholders, including customer accounts, support teams, and executive management, during the transition phase of services to Business as Usual (BAU).
• Lead the delivery and improvement of ITIL processes, focusing on the identification and realisation of value enhancement opportunities, while supporting cost containment and actively seeking potential cost-saving opportunities across Operations.
• Lead and manage continual service improvement efforts by regularly reviewing service performance and identifying opportunities for optimisation. Develop action plans for service enhancements and work with relevant stakeholders to implement changes that improve quality, efficiency, and customer satisfaction.
• Ensure compliance and adherence to established ITSM processes, promoting best practices and process improvement initiatives to enhance service reliability and efficiency.
• Facilitate governance forums for risk management, identifying, communicating, and managing risks associated with service delivery and operations effectively.

Key Skills and Experience

• 5 plus years of experience in IT Service Management roles with a focus on implementing and managing ITIL practices across service lifecycles.
• Possess a deep practical understanding of Industry Best Practices in ITIL, including Service Transition, Continual Service Improvement, and Service Design.
• Proven experience with any of the following ITIL Processes: Incident, Change, Release and Deployment, Knowledge and Service Request, Problem, Service Configuration, Monitoring and Event, IT Asset and Service Continuity
• Demonstrated ability to build and nurture partnerships with internal and external stakeholders, cultivating trust, communication, and collaboration in the delivery of IT services and resources.
• Strong negotiation skills, with proven experience working effectively with operational groups and customers to align service delivery with business needs and expectations.
• Previous experience working with managed services suppliers, ensuring that vendor interactions align with organisational service standards and performance expectations.
• AGSVA Baseline Clearance or above required.
• ITIL V4 Foundation
• ITIL V4 Master Certification highly regarded

About Us

At NEC, we are committed to social values of safety, security, fairness, and efficiency to promote a more sustainable world where everyone has the chance to reach their full potential. Our staff enjoy volunteering, continuous learning and development, flexible work options, 12 weeks paid parental leave, NEC Partner Product Discounts, access to great retail discounts, health and wellbeing programs, and much more.

Please apply now.