The Organisation  

Airservices Australia is a government-owned organisation responsible for the safe and efficient management of 11% of the world’s airspace and provision of aviation rescue firefighting services at Australia’s busiest airports.  

 Our dynamic and diverse teams operate from locations across the country from bustling cities to regional and remote locations, including an island. We keep Australia’s aviation industry safe every day of the year, both in the air and on the ground.  

 We connect people with their world safely – linking family and friends, generating economic activity, creating jobs, and facilitating trade and tourism.  

 We’re shaping a once-in-a-century step-change. Given the emergence of new airspace users, new aerodromes, and a range of new crewed and uncrewed aircraft, we are working closely with our customers and the community, as we adapt our service offerings to cater to these new and diverse aviation participants, ensuring we continue to keep our skies safe while balancing our environmental and social responsibilities.   

 We encourage motivated individuals who love what they do, value a service- first mindset and embrace a challenge or two… to explore a career with Airservices.   

Why Airservices?  We offer excellent opportunities, You will collaborate with a diverse group of people while doing meaningful work that benefits the Australian community and visitors.     

The Role & The Team 

The ITSM Design and Integration Specialist plays a critical role in shaping and embedding IT service management practices across Airservices. This role is responsible for building, implementing, and maintaining ITSM service design and integration processes, while championing ITSM alignment across both business and technology functions. 

You’ll work across major transformation projects to design and introduce standard service offerings, ensuring consistency, scalability, and alignment with organisational objectives. Additionally, you'll collaborate with project teams and commercial stakeholders to ensure service management requirements are embedded in the procurement and delivery of managed services. 

Please see the link below to view the full Position Description: 

 PD - ITSM Design & Integration Specialist

The Person 

• Demonstrated ability to design cost effective and efficient ITSM service support models and onboard service providers in line with SIAM model. 

• Experience working within ITSM and SIAM frameworks. 

• Demonstrated ability to drive, deliver and sustain improvement plans and improve levels of services provided. 

• Experience performing service management role/s in complex organisations with multi-sourced delivery models, including responsibilities for ITSM service design, and the application of processes to projects to design and introduce standard services. 

• Broad knowledge of infrastructure services and technologies including data centre and compute platforms and products, collaboration and productivity suites, network services (voice, mobile, data), IT service management tools, and service consumption patterns. 

• Demonstrated and strong experience in business writing/reporting. 

• Demonstrated ability to manage multiple priorities within a dynamic environment  

• Communication and influencing skills to obtain adoption of ITSM service design principles where conflicting priorities exist (i.e., the adoption in projects focused on timeframes and delivering technology solutions). 

• IT industry experience of 10 years minimum 

• A working knowledge of IT service principles and frameworks including ITIL, process tools, frameworks, and best practice methods 

• ServiceNow tool set management experience preferred 

• Tertiary qualifications in a relevant field or equivalent experience