Position
Information Technology Service Management Manager – Bureau of Meteorology
Location: All capital cities. Employment type: Full-time.
Base pay range: A$135,402.00/yr – A$152,073.00/yr.
Job reference
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. We provide 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.
Position overview
The Bureau’s Data and Digital group (DDG) delivers ICT systems to support trusted, reliable, 24/7 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. The ITSM Manager will oversee the ITSM system, liaise with partner organisations, govern service management capability, and monitor service performance. Experience with Cherwell-to-Neurons migrations is highly advantageous.
The role requires governance of approved Policy, Process and Procedures to ensure management and risk, and the ability to liaise across multiple levels of the organisation, including technical and non-technical domains. The incumbent should understand technology and operations broadly to support and develop the Bureau's core ticketing system for IT and non-IT support groups.
Role responsibilities
The responsibilities of the role include but are not limited to:
- 1. Manage the transition of the ITSM platform from Cherwell to Neurons with 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. Develop the ITSM system in line with process uplifts and support teams.
- 6. Manage ongoing contractual support arrangements with the ITSM vendor.
- 7. Manage procurement activities for 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. Provide training and knowledge sharing on the ITSM system (e.g., small group sessions, FAQs, QRGs).
- 11. Comply with Bureau health and safety policies and practices for yourself and others.
Mandatory qualifications
- A degree or diploma appropriate to the duties, or other comparable qualifications/experience.
- 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 portal. 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.
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