Service Management Coordinator

About the Role

We're looking for a dedicated Service Management Coordinator to support and improve our IT service management processes. In this role, you'll work alongside our Service Process Managers to ensure smooth operations across Change, Incident, Problem, Configuration, and Service Design Management, all aligned with ITIL best practices.

• Coordinate ITIL service processes within IMTD, ensuring consistency and conformance under the direction of Service Process owners.
• Oversee operational processes and provide backup support when Service Process Managers are unavailable.
• Assist in managing and optimising our ITSM platform, ServiceNow.
• Monitor compliance with established procedures to ensure efficient workflows.
• Act as the main contact for process-related questions and work closely with technical and business teams to ensure processes run smoothly and any issues are resolved promptly.

Attributes

• A strong understanding of ITIL framework with hands-on experience in Service Management.
• Proven track record managing Incident, Problem, and Change Management processes in similar environments.
• Experience working with ServiceNow, particularly in Incident, Problem, and Change modules.
• Ability to work well both independently and as part of a team, managing tight deadlines and delivering results.
• A proactive approach to driving service process improvements and maintaining high standards.

Desirable Qualifications and Experience

Mandatory

• ITIL Foundation Certificate
• Proven experience in IT Service Processes

Desirable

• Higher ITIL Certifications

About the Department

The department provides a wide range of learning and development support and services.

The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems, as well as directly providing school education and 50 new early learning centres.

About the Division

IMTD is responsible for supporting one of the largest technology networks in Victoria and leading the department's technology, digital capability, business systems and digital transformation. This network consists of Schools, Corporate and Early Childhood Education (ECE) including a school user base of more than 1500 Government schools, 50,000 teachers and 650,000 students.

The Information Management and Technology Division (ITMD) aims to provide flexible, innovative and integrated Information Management and Technology (IMT) platforms, systems, services and support for the Department. In doing so, IMTD aims to be the preferred and trusted partner for the provision of quality IMT services to support enterprise-wide corporate services, deliver major IMT enabled business programs and Whole of Victorian Government initiatives and for learning and development in schools.

How to apply

To be considered for this position, applicants are encouraged to submit a resume and cover letter (no longer than 2 pages) addressing the skills and attributes from the role statement and the capabilities from the position description.

Further Information

For more details regarding this position please see attached position description for the capabilities to address in application.

The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page

Applicants requiring adjustments can contact the nominated contact person.

Information about the Department of Education's operations and employment conditions can be located at

For further information pertaining to the role, please contact Walter DelaCruz - IT Change Manager via or mobile:

Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence.

Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g large print) due to any viewing difficulties or other accessibility requirements.

Applications close 11:59pm on Thursday 02 October 2025.