Service Management Specialist - ITSM Process Improvement

Job Details
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Department: Victoria Police
Work Type: Ongoing - full time
Job Function: IT and Telecommunications
Classification: VPSG5
Work Location: Melbourne - CBD
Reference: VG/20031791EX
Closing Date: 31-Jan-2023
Salary Range: $103,920 - $125,735
Job Duration: N/A
Attachments: 1. Position Description - C3387.docx (Word, 577KB)

2. Role Statement - 20031791.docx (Word, 118KB)

3. Application form - 20031791.docx (Word, 634KB)

Contact: Praneeth Pally

Position Details

About the role:

Service Management Specialist – ITSM Process Improvement position is a Melbourne CBD based role within Process Excellence Team reporting to the Manager - Process Excellence. In this role you will be responsible for identifying and implementing process improvement initiatives across core ITIL processes in the organisation to drive operational efficiency and upliftment of the overall SIAM maturity. While doing so you will create detailed Service Improvement plans and drive improvement initiatives to a logical conclusion in coordination with relevant stakeholders. You will work closely with technical specialists across a number of technologies in a multi-vendor environment. Additionally, you will be responsible for maintenance and uplift of process documentation.


The role sits within the Service Integration and Management team of Victoria Police's Information, Communication & Digital Technology (ICDT) Division. ICDT exists to deliver the Technology Products and Services that Victoria Police rely on all day, every day.

Victoria Police is a contemporary and agile workplace and supports flexible working arrangements.

Your duties will include:

This critical and highly impactful role within Victoria Police will focus on providing an exceptional and professional customer experience for all Victoria Police staff. 

As a Service Management Specialist – ITSM Process Improvement, you will be responsible for:

  • Identifying and implementing process improvement initiatives across ITIL processes in the organisation to drive operational efficiency and upliftment of the overall SIAM maturity.
  • Establishing and maintaining consistent and uniform documentation standards.
  • Facilitate cross functional discussions and meetings across all stakeholders to ensure end to end compliance of initiatives
  • Ensure processes are integrated and adhered to by external suppliers and other government agencies
  • Contribute to strategic direction of the Process Excellence team, overall SIAM function, and broader technology team
  • Undertaking gap analysis, process mapping, data analysis and present findings, options, and recommendations.
  • Work with Process Owners and other domains to identify the gaps and mobilise the process improvement initiatives.

For detailed roles and responsibilities, please see attached role statement

As the successful applicant, you will have:

  • An Information Technology, Business, or related degree is desirable
  • Over 8 years of professional experience in IT Service Management is preferable
  • ITIL V3 or V4 Foundations certification
  • Demonstrated strong customer focus and service delivery experience
  • Proven experience developing, championing, and managing processes and procedures
  • Experience in improving ITSM processes using industry recognised frameworks/methodologies such as LEAN, Six Sigma, COBIT, BPM, etc.
  • Strong communication, facilitation, elicitation, influencing and negotiation skills.
  • Able to engage and effectively collaborate with stakeholders across all levels within the organisation.
  • More than 3+ years of experience in gathering stakeholder requirements and translating these to detailed service improvement plans
  • Hands on experience in process design and mapping using software such as MS Visio etc.


Requirements and relevant information:

  • One (1) x full-time, ongoing position available.
  • This position is located at Victoria Police Centre, 311 Spencer Street, Docklands.
  • Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa.
  • The successful applicant will be required to undergo pre-employment checks which may include fingerprint checks and misconduct screening.
  • In accordance with organisational policy, all Victoria Police employees are required to be fully vaccinated (including a booster vaccination) against COVID-19 or hold a valid medical exception. As such your employment with Victoria Police is subject to providing evidence of your vaccination status.

Your application must include:

  • Resume
  • Completed application form – the word document (2. Application form) for you to complete and attach to your submission, is attached to the job advertisement. 

Applications close midnight, Tuesday 31 January 2022.

Please Note: All applications will need to be submitted through one of the following platforms; Jobs and Skills Exchange (JSE) website, Victorian Government careers website (Careers.vic) or Seek. Applications will not be accepted via other platforms or email.

Current Victorian Government employees must apply via Jobs and Skills Exchange (JSE). 

For further information, please contact: Praneeth Pally via email

If you have a disability/medical condition and require a copy of this advertisement and attached documentation in an accessible format or would like to discuss an access requirements/reasonable adjustment for the recruitment process, please contact VPS Recruitment via email

About Us:

Victoria Police has a dedicated workforce of more than 22,000 employees consisting of police, protective services officers, police custody officers, and public service staff. Each employee plays a vital role in providing the 24/7, 365 days a year emergency response and public safety capability the organisation delivers to its community. As a Victoria Police employee, you have a dedication and commitment to community safety. 

Having a workforce that reflects the community we serve is important to Victoria Police. We want to attract and retain people of all genders, ages, religions, disability, sexual orientation, family and caring responsibilities, and cultures including people of Aboriginal and Torres Strait Islander heritage. If you are interested in a position, we encourage you to apply as we celebrate the benefit that diversity brings to our employees, our services, and our community.

Find out what it is like working as a Victorian Public Servant for Victoria Police:

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