Service Management Specialist (ITSM SIAM Lead)

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/JE20031791A
Closing Date: 27-Jan-2022
Salary Range: $102,637 - $124,183
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: Bhupesh Sardana
(03) 8335 8957 /

Position Details

About the role:

Are you a professional who wants to demonstrate your extensive service management skills? Do you have an obsession with excellence, and can you build a highly responsive and customer focussed team?

Service Management Specialist – ITSM SIAM Lead is a Melbourne CBD based role within Process Excellence Team. In this role you will be responsible for establishing governance and ensuring compliance of ITSM/SIAM core processes, across all customers to bring in operational efficiency, stability and uplifting overall SIAM maturity. While doing so you will identify improvement opportunities, create detailed Service Improvement plans and drive improvement initiatives to 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 have responsibility for maintenance and uplift of process documentation.

About the division:

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.
  • You will have the opportunity to work with a new team and contribute to its development and performance.
  • You will be positioned to influence the ongoing technological direction of the organisation.
  • You will learn and grow in a rapidly and digitally modernising organisation.

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 SIAM lead you will be responsible for:

  • Implementation and ongoing governance of core SIAM/ITIL processes – covering Incident Management, Service Request, Change Management, Release Management, Transition, Problem Management, Service Catalogue, Request Fulfilment, Knowledge Management, CSI and Disaster Recovery
  • Lead and drive process improvement initiatives and bring in operational efficiency/stability and uplifting the overall SIAM maturity
  • Lead, develop, deploy, maintain and continuous improvement of CSI process management policies and processes
  • Contribute to strategic direction of the Process Excellence team, overall SIAM function, and broader technology team
  • Work with the internal ESM tools team and vendors to refine existing toolset functionality and identify new capabilities
  • Identify business requirements and develop appropriate process designs and  provide input into ITSM tooling and associated processes 

For more information please see attached role statement 

As the successful applicant, you will:

  • Hold an Information Technology, Business, or related degree
  • Significant professional experience in service management
  • ITIL V3 or V4 Foundations & Practitioner or Lifecycle certification
  • Demonstrated strong customer focus and service delivery experience
  • Proven experience developing, championing, and managing processes and procedures
  • Experience with the implementation and ongoing use of ServiceNow for ITSM
  • Experience with implementation and embedding of ITSM processes, in particular, Incident Management, Service Request, Change Management, Problem Management, Service Catalogue, Request Fulfilment, Knowledge Management and DR
  • Experience in owning the governance and daily operations of multiple ITSM streams
  • Experience delivering ITIL disciplines in an agile environment
  • Excellent stakeholder management skills, ability to influence and negotiate at all levels to achieve effective outcomes
  • Have the ability to:
    • Define, lead and deliver change, with a focus on people and leadership
    • Cultivate productive working relationships, facilitate cooperation and partnerships
  • Have experience;
    • Defining and improving process to optimise value and minimise inefficiency working with vendors to deliver organisational outcomes 

Requirements and relevant information:

  • Position location, 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 candidate will be required to undergo pre-employment checks which may include fingerprint checks and misconduct screening.
  • In accordance with the Acting Chief Health Officer's Direction – COVID-19 Mandatory Vaccination (Workers) Directions, you are required to be fully vaccinated and your employment with Victoria Police is subject to proof of vaccination.

Your application must include the following mandatory documents:

  • Resume
  • Completed application form – the word document (3. Application form) for you to complete and attach to your submission, is attached to the job advertisement. 

Applications close midnight, 27 January 2022.

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

For further information on this role please contact: Bhupesh Sardana on (03) 8335 8957 or 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 or on (03) 8335 8081.

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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