Your new company

You will be joining fast paced Federal Government agency undergoing ICT transformation.

Your new role

What you'll need to succeed

• Demonstrated expertise in ITSM, ITIL v4, and complex ICT service environments.
• Extensive experience with the ServiceNow platform, including strategy, development, administration, licensing, and integrations.
• Strong vendor and contract management experience.
• Ability to rapidly understand organisational challenges and align systems to agency goals.
• Excellent stakeholder engagement and relationship management skills.
• Experience supporting implementation of Service Integration and Management (SIAM) models.
• Strong leadership capability, including managing technical teams and influencing across the organisation.

What you'll get in return

• Lead day‑to‑day operations and projects across Official Sensitive and Protected ServiceNow instances.
• Develop and maintain the ServiceNow platform strategy, roadmap, and architecture.
• Oversee ServiceNow license management, procurement of modules/products, and usage optimisation.
• Manage ServiceNow enhancements, including:
  • Agile sprint planning and delivery
  • New development and implementation
  • Requirements gathering and enhancement reviews
  • Integrations and platform projects
• Lead and coordinate ServiceNow version upgrades, ensuring minimal disruption.
• Provide governance, reporting, and performance monitoring.
• Oversee user and platform administration functions.

• Provide expert support and guidance across ITIL v4 ITSM practices.
• Conduct documentation reviews (strategy, policy, process, procedure).
• Drive continuous improvement activities and uplift ITSM maturity.
• Support the modernisation team in defining value streams and implementing contemporary ICT practices.

• Manage contracts and relationships with:
  • ServiceNow (product, platform, licensing)
  • xAmplify (including oversight of ~5 resources—may vary)
  • Other service providers (DXC, Deloitte, Accenture, etc.)
• Coordinate with internal ADHA stakeholders and external partners to ensure performance and alignment.
• Oversee contract performance, deliverables, and commercial obligations.

• Create and manage ServiceNow technical documentation (architecture, design, support).
• Provide knowledge transfer:
  • 1-on-1 sessions
  • Group/team training
  • Agency‑wide learning sessions
• Ensure documentation is current, accurate, and aligned with governance frameworks.

• Lead and mentor the ServiceNow administration team.
• Coordinate platform governance forums and chair relevant ServiceNow meetings.
• Ensure effective communication with all stakeholders, including senior executives, service partners, and vendors.
• Negotiate outcomes that support agency objectives while strengthening vendor and partner collaboration.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.