ITSM Project Manager (ServiceNow)

Location: Canberra
Job Type: Contract
Posted: about 1 month ago
Contact: Maria Lastierre
Reference: 261760

Our Federal Government Client is looking for an experienced Project Manager with experience implementing projects within a SIAM model, and someone who has implemented Service Now within a large and complex environment. This role will lead major projects across multiple divisions to meet the Client's required outcomes while setting the direction and supporting the team's members in delivering successful outcomes as well. This role will also develop and oversee key stakeholder engagement within Information Technology and business areas.

The role's responsibilities also include but are not limited to:

  • Formalising project structure, resources, governance and stakeholder engagement plan(s);
  • Manage the development of the required artifacts for the project in line with department's governance and assurance frameworks;
  • Engage and collaborate with other project streams to manage interdependencies, cross share capability and capacity, and ensure delivery of value-add, integrated solution;
  • Engage and collaborate with business stakeholders, partner, industry and peak bodies, and suppliers as required to deliver a well-defined and understood solution;
  • Identify and manage project risks, including the development of contingency plans, assignment of owners, mitigation and due dates, undertake regular risk reviews and report current high risks to the Program Board as they are identified via highlight report;
  • Take responsibility for project progress and use of resources and initiate corrective action where necessary, foreshadowing upcoming resource needs and actioning engagement well ahead of start dates.
  • Lead and mentor the project assigned resources and associated budgets


  • Plan and manage the overall program of work to deliver required outcomes;

  • Develop and deliver the appropriate artefacts to support the project
  • Build, Manage and maintain key stakeholder relationships with stakeholders at all levels;
  • Identify and manage changes to the program whilst working in an agile and responsive environment;
  • Develop and run a Secretariat, and maintain a governance structure for the project;
  • Managing and maintaining an acceptable risk profile
  • Reporting effectively and regularly to stakeholders across projects; using the required tools.
  • Manage and lead business solutions projects using the Agile development practices.
  • Build positive, influential and professional relationships with business stakeholders, technical staff and project team members.
  • Deal with significant and contentious issues, negotiate and liaise with stakeholders.
  • Demonstrate proficiency with program and project management standards and processes using the PRINCE2 and an understanding of the Agile delivery approach and how to apply it.
  • Manage productive stakeholder relationships and associated risks;
  • Develop an agreed workplan of key performance outcomes.
  • Regular reporting against performance and effort.
  • Contribute towards knowledge and skills transfer.

Required skills and experience:

  • At least 5 years' project delivery experience
  • Experience in implementing and/or working within a SIAM model
  • Experience in implementing and/or working with Service Now
  • Project/Program certifications will be highly regarded
  • Experience managing service Management and/or technical projects
  • Understanding of Service Management and /or service Management tools

The role is on an initial 12-month contract with a possible 12-month contract extension. It is the Client's preference for the work to be done on site at their office in Canberra. Minimum 2-3 full days per week in the office (or as applicable to your specific work order). Remote/flexible work arrangements can be discussed with the Specified Personnel's manager upon commencement, and a Working from Home Agreement must be formalised.

Due to security clearance requirements for this role, candidates must be Australian citizens who have active AGSVA Baseline Security Clearance.

Apply now for immediate consideration - contact Maria Lastierre on 02 6245 1717 quoting Job Reference: # 261760

The closing date for this role is on Thursday, 18 April, 2024.

Please note: Only candidates that meet the above criteria will be contacted. Thank you for your interest in the position.

Diversity and inclusion are strongly supported at Peoplebank. People of all nationalities, gender identities, and cultural backgrounds, including Aboriginal and Torres Strait Islander Peoples, are encouraged to apply.