We turn the uncertain into certain
Projects Assured is a Canberra-based consultancy delivering expertise to the market across Management Advisory, Capability Management, and Information Technology Services. We are trusted strategic advisors and proven delivery partners, with an excellent reputation for solving our clients' most challenging business problems.
About the Role
We are looking for a hands-on ICT professional to support a major digital uplift program within a large and evolving technology environment. This role focuses on improving how ICT services are designed, transitioned, and operated during periods of change, including outsourcing, vendor transitions, infrastructure migration, and security uplift activities.
This is not a purely advisory role. You will be directly responsible for identifying problems, designing solutions, and producing the documentation that enables the organisation to make informed decisions and operate effectively.
Key Responsibilities
* Support and de-risk the transition of ICT services, including vendor changes and cloud or on-prem infrastructure moves
* Identify operational issues, explain risks clearly to leaders, and drive practical solutions
* Define and document roles and responsibilities across teams and vendors
* Create and maintain service design documentation such as RASCI matrices, process flows, and SOPs
* Develop clear decision briefs and executive summaries outlining options, risks, and recommendations
* Map current and future ("As-Is" and "To-Be") service processes, including multi-vendor hand-offs
* Apply user-centred design principles to improve service delivery
* Facilitate workshops and support stakeholder engagement and journey mapping
* Contribute to workforce, operating model, and governance improvements
* Support change activities including communication, engagement, and training
About You
* Strong practical experience in IT Service Management (ITSM) or service transition environments
* Proven ability to produce clear, high-quality documentation and diagrams
* Experience tracing services end-to-end, from user experience through to infrastructure
* Confidence working through ambiguity and building consensus without relying on formal authority
* Strong attention to detail, particularly when defining roles and accountabilities (RASCI)
If you enjoy solving complex operational problems and turning them into clear, workable designs, this role offers the opportunity to make a real impact.
What we offer
* 4 x well-being days per year and an allowance in addition to your leave entitlements to focus on wellbeing
* Access to a wellness and fitness class membership, on us
* A commitment starting at 5 days per year to go towards your professional development goals
* Access to a personal goal-setting program
* A wide range of social and community activities for you and your family to take part in
We are committed to fostering diversity, equity, and inclusion. Our teams bring together individuals from various backgrounds, experiences, gender identities, abilities, and perspectives. What unites us is a shared dedication to valuing each person's unique viewpoint and creating an inclusive environment where everyone feels safe, respected, and a sense of belonging.