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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.
Pay and application details
Base pay range: A$135,402.00/yr - A$152,073.00/yr
Job reference number: 60018870
Applications close at 11:30pm AEST Friday 03 October 2025
Information for applicants: The Bureau of Meteorology website provides eligibility, selection criteria, and application details. Enquiries can be directed to the contact person listed in the careers page.
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 Australia’s atmosphere, water, oceans and space environments. The Bureau operates under the Meteorology Act 1955 and the Water Act 2007, and aligns with international meteorological obligations.
Read the Bureau of Meteorology Strategy 2022–27 to learn more about our organisation and the work we do for all Australians.
Position overview
The Bureau’s Data and Digital group (DDG) supports ICT systems used to provide trusted, reliable weather, water, climate, ocean and space weather services.
The Service Delivery & Performance Team within the Service and Infrastructure program (SIM) manages the IT Service Management system (currently Cherwell), leads the Service Management Capability, and matures ITIL-based processes to support Enterprise Service Management across the Bureau.
We are seeking a qualified person to perform the duties of ITSM Manager, including managing partner organisations, owning and governing the service management capability, and reporting and monitoring service performance. Experience with Cherwell-to-Neurons migrations is highly advantageous.
The appointee will manage support and development activities aligned to approved policies, processes and procedures, ensuring management and risk control. The role requires liaising across various levels of the organisation and with diverse technical and non-technical domains.
The incumbent should have a broad understanding of technology and operations and be able to operate, support, and develop the Bureau's core ticketing system to support all IT and non-IT support groups using the platform.
The successful candidate should be able to demonstrate:
- Experience and qualifications in ITIL Service Management
- Knowledge of current and emerging technologies and their application to business needs
- Ability to manage a small team and a third-party vendor support team
- Management of contractual support arrangements for ITSM services
- Ability to work effectively in a senior management capacity
- Demonstrated capability in migrating the Bureau's Cherwell system to Neurons
- Excellent communication skills (written, oral and listening) and ability to engage with internal and external partners and stakeholders
- Knowledge and commitment to applying the Bureau’s Social Justice Strategy and APS Code of Conduct with cross-cultural and gender-sensitivity awareness
Role responsibilities
1. Successfully manage the transition of the 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 IT Service Management system.
5. Manage the development of the IT Service Management system in alignment with process uplifts and support teams.
6. Manage ongoing contractual support arrangements with the service provider.
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 ITSM system using methods such as small group sessions, FAQs and quick reference guides.
11. Comply with Bureau work, health and safety policies and procedures, and ensure health and safety for all employees, contractors and visitors 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 addressing 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
We’re removing barriers to opportunities for all Australians and are an equal opportunity employer. Information about how to apply and the selection criteria is available on the Bureau of Meteorology Careers site.
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📌 Information Technology Service Management Manager
🏢 Bureau Of Meteorology
📍 Tasmania