IT Service Manager

Job Description

• Ongoing Full-Time
• Location: Across Sydney region with access to flexible working arrangements available
• Salary: Clerk Grade 11/12 with base salary ranging from $149,739 to $173,174 per annum, plus employer's contribution to superannuation and annual leave loading

The NSW Department of Education's Information Technology Directorate (ITD) is transforming. We've streamlined our structure, strengthened our technical capability, and aligned every team to deliver real, lasting value for students, teachers and schools across New South Wales.

There is an exciting opportunity within Infrastructure Services. Join our Service Management team and be part of a team responsible for ensuring that ITIL processes are governed and meet the department's strategic goals.

The successful candidate will be a champion of Change Management, with the capability to assess, improve, and embed processes that support organisational agility and resilience.

This role centres on leading change enablement initiatives and overseeing the CMDB as a strategic asset, ensuring configuration data is accurate, actionable, and aligned with business priorities.

About The Role

• Lead the day-to-day execution of change management processes, ensuring all changes are assessed, approved, and implemented with minimal disruption and maximum alignment to business capability
• Govern and evolve the CMDB as a strategic asset—ensuring configuration items (CIs), relationships, and dependencies are accurately maintained to support impact analysis, risk mitigation, and service transparency
• Collaborate with business units and technical teams to ensure change enablement aligns with enterprise priorities, stakeholder readiness, and operational maturity
• Drive continuous improvement across change and configuration processes, using data insights to identify bottlenecks, reduce risk, and enhance delivery velocity
• Develop and deliver executive-ready communications around change impacts, readiness, and outcomes building trust and transparency across stakeholder groups
• Mentor and guide a team of three, fostering shared ownership of change and configuration practices, and cultivating a culture of precision, accountability, and strategic foresight.
• Partner with other IT Service Managers (e.g., Incident & Problem, Service Request & Demand, etc) to ensure integrated planning and delivery across the change lifecycle.

About You

• Experience leading and managing a team, with a focus on stakeholder alignment, risk mitigation, and capability uplift of staff members
• Proven experience in change management in matrix organisations
• Demonstrated success managing and evolving a CMDB, with an understanding of CI modelling, data integrity, and its role in enterprise decision-making.
• Demonstrated experience with Information Technology Infrastructure Library (ITIL)
• Strong communication skills, including the ability to consult and manage executive stakeholder expectations, guide teams, and translate technical complexity into clear, actionable language
• Demonstrated experience with IT asset management as well as disaster recovery
• Be motivated to make an impact and process improvement where needed

For further information please click on the role below to view the role description

• IT Service Manager

About The NSW Department Of Education
At the NSW Department of Education, we educate and inspire lifelong learners – from early childhood, through schooling to vocational education and training.

We ensure young children get the best start in life by supporting and regulating the early childhood education and care sector. We unlock excellence and unleash the potential of two-thirds of school children in NSW. We're proudly public and the largest education system in Australia. We nurture opportunities for every learner to develop the skills needed for their chosen career path, helping shape the industries of tomorrow.

We respect and value Aboriginal and Torres Strait Islander peoples as First Peoples of Australia.

Essential Requirements Of The Role

• Information Technology Instrastructure Library (ITIL) certification or equivalent experience.
• Demonstrated understanding of and commitment to the value of public education.

Why Join Us?

• 35 hour working week
• Enjoy flexible working arrangements
• Flex leave entitlements, generous holidays and leave conditions
• Salary sacrificing, employer's contribution to superannuation and annual leave loading
• Fitness Passport
• Opportunities for advancement and mobility across the Department to support your career growth

How To Apply

• Upload your Resume (max 5 pages) and Cover Letter (max 2 pages), demonstrating how your skills and experience align to the role.

Please refer to the Applicant's Guide to Applying to assist you with your application.

Note:
the selection process will include a range of assessment techniques to assist in determining your suitability for the role. Successful candidates will be required to undertake pre-employment screening for this role which includes a National Criminal History Check. For more information,
click here
As a condition of employment, successful candidates who have not previously worked for the department will be required to provide a current Working with Children Check (WWCC) Clearance number. This option would allow the WWCC to naturally expire without further communication needed with the employee. The employer obligations under the WWCC would apply for duration of the WWCC's validity (up to 5 years).

For role enquiries, please contact
For recruitment enquiries, please contact
Closing date: 11 September 2025 at 11:59pm.
We welcome applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTQIA+ community, veterans, refugees and people with disability. If we can make some adjustments to our recruitment/interview process to better enable you to shine, please contact the
Diversity and Inclusion Team
(

) or visit
NSW Department of Education Diversity and Inclusion.
A recruitment pool may be created through this recruitment process. A recruitment pool is a group of applicants who have been assessed and identified as suitable for this role, and who may be considered for a range of similar roles, including temporary, term or ongoing roles, over the next 18 months.