IT Services Management Lead-

We are seeking an experienced Services Management Lead to join a high-performing Digital Services team within a major federal government program. This role is ideal for a strategic IT professional who thrives in a fast-paced environment and enjoys improving and governing critical enterprise services.

You will lead IT service management operations, uplift service quality, improve governance frameworks, and provide expert guidance on complex technical and business matters.

Key Responsibilities

• Oversee day-to-day IT service management operations and proactively resolve issues.
• Lead post‑implementation reviews and escalate risks where required.
• Provide expert advice on contracts, performance schedules and service management frameworks.
• Align work plans with broader organisational strategies and digital platforms.
• Develop and modernise the Service Catalogue and uplift service governance models.
• Resolve complex IT service management issues with strong analytical thinking.
• Collaborate with internal teams and external partners to achieve consistent service outcomes.
• Prepare comprehensive reports on service trends, risks, anomalies and performance.

We are looking for someone who is:

• A confident leader who can work autonomously and deliver high-quality outcomes.
• Skilled in coordinating work across external service providers and cross-functional teams.
• Strong in problem-solving, analysis, and risk management.
• An excellent communicator with the ability to produce clear, concise documentation.
• Certified in relevant ITSM frameworks (advantageous but not essential).