Did you know?

The mission of the Australian Federal Police is to provide dynamic and effective law enforcement to the people of Australia. It provides policing throughout Australia in relation to the prevention and detection of crimes against the Commonwealth, its laws and integrity, and community police services to the Community of the ACT.

Working for the AFP provides you with a diverse and rewarding career. Whether you immerse yourself in a position on the frontline, or provide critical operational or professional support, the work you do makes a big impact on the people of Australia.

We recognise your contribution to our workforce and offer generous remuneration and conditions including:

• Six weeks (30 days) of paid annual leave per year + additional paid Christmas stand down
• 4 extra days of mandatory rest leave per year
• 18 days of paid personal leave per year
• Generous superannuation of 15.4%
• 18 weeks paid Parental Leave for Primary Caregiver (and 11 weeks for Secondary Caregiver) + additional unpaid leave entitlements for up until 24 months from the child’s date of birth or placement
• Generous salaries and incremental salary progression governed by the AFP Enterprise Agreement
• Flexible and hybrid working arrangement that provides work/life balance
• Health & wellbeing services – with a focus on early intervention, education and prevention
• Access to ongoing training and professional development opportunities

What is the role?

As the Service Transition Process Manager, you will be responsible for ensuring that service transitions are planned, communicated, and executed in a way that meets the expectations of the business, customers, and users. You will work to refine existing policies, processes, and procedures to ensure our transition approach remains efficient, effective, and aligned with business needs.

We are looking for a driven and collaborative professional with a strong foundation in IT Service Management and a passion for continual improvement. You will have excellent communication and stakeholder management skills and thrive in dynamic and sometimes ambiguous environments. You are proactive, resilient, and always looking for ways to contribute to both team and organisational goals.

You will:

• Lead the planning and deployment of services into the production environment
• Define and maintain service transition processes and associated documentation
• Act as a central point of coordination for service transition activities
• Build and manage relationships with a wide range of stakeholders, including technical teams, business areas, and executive leadership
• Provide expert advice to ensure services are operable, supportable, and deliver measurable value

What will you do?

Your key responsibilities as the Service Transition Manager will be to:

• Take ownership and accountability for your area of responsibility
• Ensure all work is performed in alignment with agreed and documented standards
• Support activities across the full-service transition lifecycle
• Identify and drive continual improvement initiatives
• Develop and lead service management forums to support process awareness and compliance
• Liaise at a senior level within and outside the CIO Branch
• Prepare reports and conduct research as required
• Facilitate open communication between stakeholders and maintain engagement plans
• Contribute technical knowledge to support business decision-making
• Collaborate with geographically dispersed teams to deliver outcomes

Essential Requirements

• You must be an Australian Citizen at the time of applying
• A Negative Vetting 1 (Secret) security clearance or the ability to obtain one
• ITIL Qualification
• Minimum 12 months experience in a process management or service transition role
• Demonstrated experience in developing, implementing, and refining processes
• Strong written and verbal communication skills, including the ability to present reports to executive stakeholders
• Proven ability to deliver high-level customer service
• Strong analytical and statistical reporting capabilities
• Experience producing management reports and insights
• Ability to switch contexts confidently and manage multiple priorities
• Self-motivated with a commitment to achieving business objectives
• Demonstrated experience working remotely, if applying from interstate (relocation costs will not be provided)

Desirable Requirements

• Formal qualifications from a recognised tertiary institution or extensive demonstrated equivalent skills and experience in one or more ITIL processes
• Proven experience in ServiceNow or similar Service Management Toolsets

Additional Information

We offer:

• A collaborative and supportive team environment
• Opportunities to broaden your skills across ITSM practices
• Exposure to leadership responsibilities if desired
• Autonomy and trust to deliver outcomes
• The chance to be part of a team driving real, positive change in ICT service delivery
• Flexibility in location. The Service Management Team comprise of a mix of Canberra HQ and regional based members all who take advantage of flexible working from home and office arrangements
• This role is an AFP Band 7 level.

Commitment to Diversity & Inclusion

At the AFP we value the different perspectives, approaches and lived experiences of our people, and recognise that our collective intelligence and diversity is what makes us stronger. As such, we encourage applications from people from all walks of life, including people from culturally and linguistically diverse backgrounds, First Nations people, women, the LGBTQIA+ community and people with disability.

Contact Officer: Olivia Stefek,

Contact Officer Phone: (02) 5126 4314, ​

Contact Officer Email: [email protected]

Applications Close: 11:59pm (AEDT) 06/11/2025