Pinpoint Talent are seeking an experienced Project Manager to lead an IT Service Management (ITSM) system implementation within a Queensland Government environment.

This role will be responsible for managing the end-to-end delivery of an ITSM implementation, with a strong focus on ServiceNow, ITIL frameworks and service management processes. Working closely with technical teams, business stakeholders and service delivery functions, you will ensure the successful implementation of technology solutions that enhance operational efficiency, service delivery and organisational capability.

Key Responsibilities

- Lead the end-to-end delivery of an IT Service Management system implementation, ensuring projects are delivered within agreed scope, timelines, budget and quality requirements.
- Manage the implementation and configuration of a new system, coordinating technical delivery, integrations, testing and deployment activities.
- Oversee the implementation and optimisation of ITSM processes aligned with ITIL frameworks and best practice service management principles.
- Work collaboratively with business stakeholders, technical teams, vendors and service delivery functions to ensure successful project outcomes.
- Manage project governance, planning, scheduling, RAID registers, reporting and stakeholder communications.
- Coordinate business requirements gathering, process mapping, solution design, UAT and change management activities.
- Identify and manage project risks, issues, dependencies and competing priorities.
- Support organisational readiness,



transition to operational support and effective adoption of the implemented solution.
- Ensure project deliverables align with organisational standards, governance requirements and strategic objectives.

Skills & Experience

- Demonstrated experience delivering complex IT projects, particularly IT Service Management system implementations.
- Strong experience implementing or upgrading platforms within enterprise or government environments.
- Comprehensive understanding of IT Service Management (ITSM) principles and ITIL frameworks.
- Experience delivering technology projects involving service management process transformation, system implementation and operational transition.
- Solid stakeholder engagement and relationship management skills, including working across business and technical teams.
- Proven experience managing project governance, budgets, schedules, risks and reporting.
- Experience coordinating system configuration, integrations, testing, deployment and business readiness activities.
- Excellent communication, leadership and problem-solving capabilities.

Desirable

- Previous experience delivering projects within Queensland Government or another public sector environment.
- ITIL certification or relevant IT Service Management qualifications.
- ServiceNow implementation or transformation project experience across modules such as Incident Management, Problem Management, Change Management, Service Catalogue or CMDB.
- Experience managing vendors, implementation partners and multidisciplinary delivery teams.

📌 Project Manager - IT Service Management (Brisbane)
🏢 Pinpoint Talent
📍 Brisbane