The Role

• You are keen to drive mission success
• You have a sense for risk and an eye for detail.
• You’d like to upskill in IT service management.

As an ASD 6 IT Service Management Officer, you will be:

• Ensuring that IT Service Management is conducted according to approved policy and process.
• Providing direction to stakeholders regarding IT service availability and promote the use and understanding of IT Service Management. Maintain knowledge of the general features and capabilities of ASD and current industry-accepted hardware and software products.
• Negotiating confidently with stakeholders on technical and business issues to drive agreement on outcomes that meet business needs. Evaluating service management outcomes and customer feedback and engage in activities to deliver continuous improvement in line with strategic goals.
• Assisting in implementing solutions to service and degradation issues impacting desired service levels.
• Diligently and timely in the completion of work, sharing expertise with others and providing support as required.
• Building and sustaining relationships and liaising with a range of stakeholders, including other teams and sections across ASD and the AIC

As an EL1 IT Service Management Manager, you will be:

• Accountable for ensuring that IT Service Management is conducted according to approved policy and process.
• Accountable for reviewing and amending policy and process.
• Responsible for ensuring that appropriate action is taken to anticipate, communicate, de-conflict and investigate change proposals.
• Providing clear direction to stakeholders regarding IT service availability and promote the use and understanding of IT Service Management. Maintain knowledge of the general features and capabilities of ASD and current industry-accepted hardware and software products.
• Negotiating persuasively with stakeholders on technical and business issues to drive agreement on outcomes that meet business needs. Evaluating service management outcomes and customer feedback and engaging in activities to deliver continuous improvement in line with strategic goals.
• Designing and implementing solutions to service and degradation issues impacting desired service levels.
• Accountable for diligent and timely completion of work within timeframes, sharing expertise with others and guiding development of team members.
• Cultivating and sustaining relationships and liaising with a range of stakeholders, including other teams and sections across ASD and the AIC.

Further information can be found at: I’m changing my career | Australian Signals Directorate (asd.gov.au)

About our Team

Technology Services Branch is uplifting IT service management and we are seeking motivated people to join the IT Service Management team. As a member, you will work across ASD and the NIC to support individuals and teams through IT change, drive the resilience of mission-critical IT services and minimise disruption to customers. With multiple positions to fill, you will be working in a high-performing, dynamic environment with a focus on providing support to clients, triaging and escalating their requests to relevant support areas.

As an IT Service Management team member, working closely with your team, you will demonstrate emerging leadership skills, with a customer focused mind-set and the ability to communicate with clarity and influence.

You will also be able to manage competing priorities while ensuring adherence to policy. A broad understanding of ASD IT infrastructure and the IT Infrastructure Library (ITIL) framework is advantageous and an enthusiasm to learn and grow this knowledge is equally regarded.

You will play key role in strengthening ASD’s resilience.

Our Ideal Candidate

Our ideal candidates at all ASD levels will be able to:

• Communicate effectively and facilitate engagement with stakeholders
• Think analytically and enjoy problem solving
• Build and sustain effective stakeholder relationships.
• Work collaboratively and operate as effective team members.
• Resolve issues by identifying and developing ideas for an alternative course of action.
• Work independently as well as working in a small – medium sized team.

ASD is seeking applicants to fill current and anticipated vacancies and to create a merit pool for future vacancies. In line with the Australian Public Service Commissioner’s Direction 2022, upon completion of the recruitment activity, the merit pool will be able available to locations across Australia.

Application Closing Date: Sunday, 16 March 2025

For further information please review the job information pack, reference ASD/01715/25 on www.asd.gov.au/careers.