Overview
HorizonOne are excited to be partnering with Icon Water to recruit new team members into their Digital Technology Group.
About Icon Water
Wholly owned by the ACT Government, Icon Water has delivered essential services to Canberra for over 100 years. While primarily a water and sewerage provider, it also invests in electricity and gas through private partnerships, operating across both government and commercial sectors. Icon Water is focused on sustainability, playing a key role in addressing climate change, protecting the environment, and achieving net zero emissions by 2045. Serving approximately 190,000 customers, the business manages over $3.2 billion in assets, including dams, treatment plants, reservoirs, and networks of mains and pumps, and generates around $490 million in annual revenue.
The Opportunity
This role sits within the Digital Operations branch and focuses on strengthening Icon Water’s Service Management maturity. You will own service level frameworks, govern ITSM processes, and ensure that vendors, service providers and internal business units meet their commitments. This is a process-driven, governance-focused role for someone who lives and breathes ITIL. You will maintain the service catalogue and service portfolio, manage complaints and escalations, analyse performance reports, and educate the business on how to work within agreed service structures. It is the ideal opportunity for someone who is disciplined, structured, and comfortable holding others accountable, including vendors. You will help uplift ITSM capability, improve consistency, and ensure the organisation gets the service quality it pays for.
Role
This role is more governance than technical, suited to someone who enforces process, upholds discipline, and helps the organisation mature its service management practices. Working across policy, governance, vendor management and service performance oversight, your responsibilities include:
1. Maintaining and updating ITIL-aligned policies, procedures and work instructions, ensuring alignment with ServiceNow.
2. Managing the service level management framework that includes tracking, monitoring and reporting on performance against agreed SLAs.
3. Analysing service performance across all ICT services and producing regular reports for the ITSM Lead, Service Owners and Leadership Team.
4. Managing vendor reporting and ensuring accuracy, timeliness and compliance.
5. Reviewing KPI compliance, relief requests, earn-backs, breach analysis and trend reports.
6. Acting as the first escalation point for internal service complaints and operational issues raised by service providers.
7. Leading the governance and maintenance of the ICT service portfolio and ensuring services align with business needs.
8. Managing the lifecycle of services, working with stakeholders to refine, mature and improve them.
9. Leading continual service improvement, securing business support and driving measurable improvement activities.
10. Ensuring the ICT Service Catalogue (managed by a third party) is accurate, current and governed properly.
11. Building strong relationships with primary ITSM providers and holding them to