Profectus is seeking an experienced Service Improvement Lead to manage service delivery for an enterprise budgeting and reporting platform within an Australian Government agency. The service supports several thousand users, with requests and incidents managed through ServiceNow. The work covers service management, escalation, access management and continual service improvement.

Key Responsibilities

- Maintain and manage the platform service catalogue
- Manage the end to end support model, including workflow design and service level configuration in ServiceNow
- Act as the primary escalation point for service issues, coordinating resolution across support teams and vendors
- Oversee request, incident, change and problem management
- Monitor performance against service targets and produce weekly service reports and dashboards
- Identify and implement improvements to reduce resolution times and increase ticket throughput
- Oversee user access provisioning, changes and removal in line with security policies
- Maintain knowledge articles, user guides and operating procedures
- Report on service performance, trends, risks and improvement opportunities to stakeholders





Required Experience

- Leading IT service delivery or service management functions
- ITIL aligned incident, problem, request and change management
- Configuring and reporting from ServiceNow
- Managing escalations across support teams and vendors
- Measuring and reporting against service levels
- Delivering continual service improvement initiatives

Desirable Experience

- Supporting IBM Planning Analytics / TM1 or other finance systems
- ITIL certification
- Knowledge management and self-service content development
- Working within Defence ICT or finance areas

Security Clearance Requirements

- Must be an Australian Citizen
- Must have a current AGSVA NV1 Security Clearance

Working Arrangements

- Onsite
- Canberra

Why Profectus

Profectus partners with Australian Government agencies to deliver trusted ICT capability across complex delivery programs. We take a long term, relationship driven approach, supporting our people across the full lifecycle of their engagement while contributing to outcomes of national importance.

📌 Service Improvement Lead (Canberra)
🏢 Profectus
📍 Canberra