RFQ-ASD-LH-03966 ITSM Service Manager

Due to the nature of clients we work with here at Kinexus and the projects these roles will be based on, an Australian Government Top Secret Positive Vetting (TSPV) clearance is essential.

These opportunities do not have the ability to obtain sponsorship for a security clearance (including applicants who currently hold a security clearance seeking to upgrade).

ABOUT THIS ROLE

Service Managers oversee the delivery and support of IT tools and services to users throughout the organisation, and sometime to external users as well. They look for opportunities to improve service delivery support and ensure it meets user and business needs.

The Service Manager will consultation across the Agency and elements within Defence, including various Services, Groups and others as required.

This resource will provide specialist support as part of the Project Controls Team (PCT). They will exhibit a strong understanding of the IT Infrastructure Library Version 4 (ITIL v4) to provide ITSM expertise to the Project.

Estimated start date: Wednesday, 01 October 2025

Initial contract duration: 12 months

Extension term: 12 months

Number of extensions: 2

Location of work: ACT

Working arrangements: Onsite. WFH cannot be accommodated. Applicants must hold a current minimum NV1 clearance prior to commencement. An Organisational Suitability Assessment (OSA) must be completed within 12 months of commencement. Must be able to obtain Positive Vetting

ABOUT THE COMPANY

Australian Signals Directorate (ASD) is the federal agency responsible for foreign signals intelligence, cyber warfare and information security. ASD's purpose is to defend Australia from global threats and help advance our national interests.

Situated in Canberra, ASD employs over 2000 TSPV cleared workers. ASD's workforce is growing rapidly. Areas of growth include PMO, cyber security, systems administration and engineering, software development and network engineering.

A top-security, complex and highly technical environment, ASD plays a vital role in the defence of Australia. Long contracts (12 months+) available.

JOB DUTIES AND RESPONSIBILITIES

• Under the guidance of the Commonwealth, develop and update ITSM documentation;
• Develop and implement ITSM processes and procedures to support Defence/ASD Requirements and ensuring these are aligned to ITIL v4 best practices;
• Conduct reviews of ITSM processes to ensure compliance to security policies, internal standards and to identify areas for efficiencies to enable continuous improvement;
• Collaborate with Defence and ASD stakeholders to ensure delivery is aligned with Project requirements;
• Prepare high level written documents and oral presentations for executive stakeholders; and
• Undertake other support tasks as required.

TECHNICAL SKILLS

• 5+ years of experience with ITSM and Service Delivery, preferably in a Defence environment.
• Proficiency in ITIL Principles and their practical application.
• Experience in establishing continual service improvement practices post-transition.
• Strong analytical and problem-solving skills.

SKILLS & EXPERIENCE NEEDED

• Business Process Improvement Level 5 - BPRE 5 Manages the execution of business process improvements. Analyses and designs business processes to identify alternative solutions to improve efficiency, effectiveness and exploit new technologies and automation. Develops graphical models of business processes to facilitate understanding and decision-making. Assesses the feasibility of business process changes and recommends alternative approaches. Selects, tailors and implements methods and tools for improving business processes at programme, project or team level. Contributes to the definition of organisational policies, standards, and guidelines for business process improvement.
• Technology Service Management Level 5 - ITMG 5 Takes responsibility for managing the design, procurement, installation, upgrading, operation, control, maintenance and effective use of specific technology services. Leads the delivery of services, ensuring that agreed service levels, security requirements and other quality standards are met. Ensures adherence to relevant policies and procedures. Ensures that processes and practices are aligned across teams and providers to operate effectively and efficiently. Monitors the performance of technology services. Provides appropriate status and other reports to managers and senior users.
• Stakeholder Relationship Management Level 4 - RLMT 4 Deals with problems and issues, managing resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information. Implements stakeholder engagement/communications plan. Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationships.
• Methods and Tools Level 4 - METL 4 Provides advice and guidance to support the adoption of methods and tools and adherence to policies and standards. Tailors processes in line with agreed standards and evaluation of methods and tools. Reviews and improves usage and application of methods and tools.
• Australian Citizenship and a TSPV security clearance is essential.

BENEFITS

Why work for ASD?

• Work on interesting and prestigious projects vital to the ongoing defence of Australia.
• Flexible work environment; work the hours that suit you between 7am and 7pm.
• Low attrition rate: the great variety of projects and opportunities across different business areas ensure few workers leave ASD.
• Long contracts available.
• Fantastic growth opportunities available at any stage of your career.

Why Kinexus?

• Kinexus has been supplying TSPV contractors to government panels since 2004 and have a strong relationship with them. We are one of just 9 suppliers Australia-wide.
• Our experience in managing contractors in defence/national security industries means we understand the requirements from the Commonwealth, insurances and clearances.
• DISP accredited; we can hold clearances and manage renewals.
• Dedicated account manager (me!) who is your dedicated POC and offer continuous contractor care.
• Rate negotiation guidance in line with the SFIA framework.
• Dedicated payroll assistant who facilitates your taxes and super.
• We proactively chase timesheet approvers to ensure you get paid on-time and error free.
• Regular visits to Canberra for coffee, lunches and quarterly drinks events.
• We can facilitate novated car leases, LAFHA or salary sacrifice.
• We'll keep you up to date with the most appropriate, interesting opportunities in your field.
• Community matters. Kinexus supports women in Defence through our female mentoring program and rewards referrers through our Referral Rewards scheme.
• Support for your health and wellness through counselling support (EAP) available for all contractors and their families.

Kinexus is the leading recruitment partner to the defence industry in Australia. We support our community in making intelligent connections and create opportunities to help grow careers.

All applications should include your resume as a word document. For more information, visit our website, www.kinexus.com.au or contact Cindace Prasad at 0449 511 324. #LI-CP