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 prospects 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