ITSM Manager

Job reference number 60018870

Information for applicants

The role is ongoing and located in all capital cities. Information about the position, including eligibility, selection criteria, and details on how to apply, is available on the Bureau of Meteorology's website Careers page at https://bomcareers.nga.net.au/cp/

Applications close at 11:30pm AEST Friday 03 October 2025

Enquiries about the position can be directed Michael Webb

General Manager, Service and Infrastructure Management

Phone: 0409 533 511

Email: [email protected]

About the Bureau

We are Australia’s weather, climate, water, oceans and space weather agency. Our work touches the lives of all Australians every day.

Our products and services include observations, forecasts, warnings, analysis and advice. They cover Australia’s atmosphere, water, oceans and space environments.

The Bureau operates under the authority of the Meteorology Act 1955 and the Water Act 2007. We also fulfill Australia’s international obligations under the Convention of the World Meteorological Organization and related international meteorological treaties and agreements.

Read the Bureau of Meteorology Strategy 2022–27 to find out more about our organisation and the work we do for all Australians.

Position overview

The Bureau’s Data and Digital group (DDG) is responsible for the ICT systems the Bureau relies on to provide trusted, reliable and responsive weather, water, climate, ocean and space weather services for Australia – all day, every day.

The Service Delivery & Performance Team within the Service and Infrastructure program (SIM) is responsible for the development, support, and maintenance of the Bureau's IT Service Management system, currently Cherwell. It is also responsible for leading the Service Management Capability and maturing of the ITIL based processes that support Enterprise Service Management across the Bureau.

We are seeking a suitably qualified person to carry out the duties of ITSM Manager, which includes managing and liaising with partner organisations involved in the provision of the ITSM system, owning and governing the service management capability, and reporting and monitoring of service performance. Proficient in overseeing ITSM platform migrations; experience with Cherwell-to-Neurons transition is highly advantageous.

The successful candidate will be required to manage the support and development activities aligned to the approved Policy, Process and Procedures to ensure management and risk. This position also requires the ability to liaise between many different levels of the organisation across varied technical and non technical domains.

The appointee will be expected to have a wide-ranging understanding of technology and operations and be articulate across the domain to successfully operate, support and develop the bureau's core ticketing system to support all IT and non IT support groups utilisation the platform.

The successful incumbent should be able to demonstrate:

• Experience and qualifications in ITIL Service Management

• Knowledge of current and emerging technologies, technology directions, and strategic application to business needs.

• Ability to manage a small team and third party vendor support team.

• Management of contractual support arrangements to provide services to the Bureau.

• Ability to work effectively in a senior management capacity.

• Demonstrated capability in managing the migration of the Bureau's Cherwell system to Neurons.

• Demonstrated excellence in communication skills (written, oral and listening) and ability to engage with internal and external partners and stakeholders.

• Knowledge, understanding and commitment to apply and practice the various elements of the Bureau’s Social Justice Strategy and the APS Code of Conduct in all environments, with an appreciation of cross-cultural settings and gender sensitivity.

Role responsibilities

The responsibilities of the role include but are not limited to:

1. Successfully manage the transition of the Bureau's ITSM platform from Cherwell to Neurons, ensuring minimal disruption and full operational continuity.

2. Govern and mature the Service Management capability.

3. Deliver and enhance service performance reporting.

4. Manage the daily support and operation of the bureau's IT Service Management system.

5. Manage the development of the bureau's IT Service Management system, in consultation with ITSM process uplifts and support teams.

6. Manage the ongoing contractual support arrangements to provide technical services for the ITSM system, from the Support vendor.

7. Manage procurement activities required for the development and support of the ITSM system.

8. Lead a small in-house support and development team.

9. Maintain relationships with key stakeholders across the Bureau.

10. Co-ordinate and provide basic training and knowledge on the use of the ITSM system, using various methods including, small group sessions, FAQs and QRGs documents.

11. Comply with all Bureau work, health and safety policies and procedures, and taking reasonable care for your own health and safety and that of employees, contractors and visitors who may be affected by your conduct.

Mandatory qualifications:

A degree or diploma of an Australian educational institution, or a comparable overseas qualification, which is appropriate to the duties; OR other comparable qualifications or experience, which are appropriate to the duties.

ITIL v3 certification or relevant experience in ITIL processes and ITSM systems

ITIL 4 Certification and relevant experience managing service management practices

Merit pool

The selection process will establish a merit pool that may be used to fill similar positions within 18 months.

How to apply

Applications can be lodged through the Bureau of Meteorology Careers.

Your application will consist of resume, contact details for two referees and an ‘500-word pitch’ that considers:

• position overview

• job responsibilities

• selection criteria

• relevant sections of the Integrated Leadership System (ILS) and APS work level standards.