Join to apply for the Information Technology Service Management Manager role at Bureau of Meteorology
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Join to apply for the Information Technology Service Management Manager role at Bureau of Meteorology
Overview
The Bureau of Meteorology is Australia’s weather, climate, water, oceans and space weather agency. The Data and Digital group (DDG) supports ICT systems that provide trusted, reliable services around the clock. The Service Delivery & Performance Team within the Service and Infrastructure program (SIM) develops, supports, and maintains the Bureau's IT Service Management system (currently Cherwell) and leads ITIL-based process maturity across Enterprise Service Management.
Position overview
The ITSM Manager will manage and liaise with partner organisations involved in the ITSM system, own and govern the service management capability, and monitor service performance. Experience with Cherwell-to-Neurons migrations is highly advantageous. The role requires delivering aligned activities to policy, process, and procedures to manage risk, and liaising across technical and non-technical domains.
The appointee will operate and develop the Bureau's core ticketing system to support all IT and non-IT support groups, and will work with various stakeholders at different levels of the organisation.
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 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. Coordinate and provide basic training and knowledge on the use of the ITSM system, using methods including small group sessions, FAQs and QRGs documents.
- 11. Comply with all Bureau work, health and safety policies and procedures, and take reasonable care for your own health and safety and that of others who may be affected by your conduct.
Mandatory qualifications
- A degree or diploma from an Australian educational institution, or comparable overseas qualification appropriate to the duties; OR other comparable qualifications or experience 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 site. Your application should include a resume, contact details for two referees, and a 500-word pitch that considers:
- relevant sections of the Integrated Leadership System (ILS) and APS work level standards.
Seniority level
- Not Applicable
Employment type
- Full-time
Job function
- Other
Industries
- Environmental Services
- Government Administration
- Government Relations Services
Applications close at 11:30pm AEST Friday 03 October 2025
Enquiries about the position can be directed to Michael Webb, General Manager, Service and Infrastructure Management. Phone:
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 across atmosphere, water, oceans and space environments. The Bureau operates under the Meteorology Act 1955 and the Water Act 2007, and participates in international obligations under the World Meteorological Organization and related treaties. Read the Bureau of Meteorology Strategy 2022–27 to learn more.
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