EL1 Service Management Lead

About the Role

The Service Management Lead is responsible for overseeing IT service management at AFSA, ensuring reliable, secure, and high-performing services. The role drives service maturity, minimises disruption, and supports business outcomes through governance and continuous improvement. It is accountable for Change, Release, Incident, and Problem Management, aligned to ITIL 4 and organisational priorities, and ensures effective change governance, service stability, and resilience. The role also leads major incidents, promotes proactive problem management, and uses data and stakeholder engagement to drive continuous improvement.

Key Responsibilities

• Service management governance and improvement
  • Lead and uplift service management practices across Change, Release, Incident and Problem Management to improve service reliability, reduce disruption and strengthen operational resilience.
  • Embed effective governance, controls and compliance frameworks to support operational integrity and risk management.
  • Provide expert advice to leaders on service risks, priorities and improvement opportunities.
• Change and release management
  • Oversee enterprise-wide change and release activity to enable coordinated, risk-informed delivery aligned to business priorities.
  • Lead governance forums, including the Change Advisory Board (CAB), to support informed decision-making and prioritisation.
  • Ensure effective planning, impact assessment and stakeholder engagement for all changes and releases.
• Incident and problem management
  • Lead major incident management to minimise disruption and restore services in a timely manner, including executive and stakeholder communication.
  • Embed proactive problem management, including root cause analysis and implementation of preventative actions to improve service resilience.
  • Coordinate cross-functional responses during service disruptions, maintaining clear accountability and communication.
• Service performance and optimisation
  • Monitor service performance to identify trends, risks and opportunities to improve service quality and reliability.
  • Use data and insights to drive service improvements, uplift process maturity and strengthen operational outcomes.
  • Identify and implement continuous improvement initiatives that enhance service delivery.
• Stakeholder engagement and collaboration
  • Build and maintain trusted relationships across business, technology teams and external partners.
  • Influence and negotiate outcomes that balance service performance, risk and organisational priorities.
  • Promote a collaborative, service-oriented culture focused on accountability and continuous improvement.

Qualifications, accreditations, and experience

• Tertiary qualifications in Information Technology, or equivalent relevant experience.
• Demonstrated experience leading IT service management practices (Change, Release, Incident and Problem Management) in complex environments.
• ITIL 4 Foundation certification is desirable; advanced certifications are highly regarded.

Why join us?

• Generous employer superannuation contribution (15.4%)
• A modern, flexible working environment
• Access to the Employee Assistance Program
• Flexible working arrangements, including remote work options and variable start/finish times where appropriate

We are committed to creating an inclusive workplace that values diversity. We welcome applications from First Nations peoples, people from culturally and linguistically diverse backgrounds, and people with disability. We support all employees to balance work, family, and personal commitments through flexible working options.

Eligibility

This role is open only to Australian citizens.

The successful candidate must either hold, or be willing to obtain, a security clearance at the Baseline level as a condition of employment.

To satisfy character requirements all AFSA employees must undergo a police records check.

Please note that if you have received a redundancy benefit from an APS agency and your redundancy period has not expired, you may not be eligible for employment.

We encourage applications from culturally diverse backgrounds and people with disability.

How to apply

Applications close Sunday, 5 July 2026 at 11:59 pm (AEST)

To apply for this role, please click the ‘Apply’ button located on the job advertisement listed on the AFSA vacancies page. You’ll be relocated to our application portal which also provides step-by-step instructions to guide you through the application process.

RecruitAbility applies to this vacancy. If you apply under the RecruitAbility scheme, declare that you have a disability, and meet the minimum role requirements, you will be invited to participate in the next stage of assessment. For more information visit: https://www.apsc.gov.au/recruitability