APS6 Service Transition Manager

About the Team

The Service Management Office (SMO) is a function of the Enterprise Service Management section within the Digital branch of the Commission. Enterprise Service Management (ESM) enables service excellence across the Commission by providing responsive, user-focused support services and improving how services are delivered across the organisation. Bringing together the Digital Service Centre, End User Services, Application Support, and Infrastructure Support, along with service management governance, the team works closely with stakeholders to deliver consistent, efficient and reliable services, drive continuous improvement, and ensure staff have the tools, systems and support they need to achieve business outcomes.

About the Role

As the APS6 Service Transition Manager you will be responsible for the delivery of the Service Management Office (SMO) strategic vision providing end-to-end design, governance, and continuous optimisation of the Service Transition practice within the Digital group.

You will establish and maintain the policies, processes, and cultural initiatives required to manage the transition of digital data and technology services through their lifecycle. This role will ensure continuity of business operations by aligning with IT Service Management (ITSM) frameworks such as ITIL to ensure operational teams are prepared to support and maintain digital services.

You will work closely with business stakeholders and other Digital teams to understand and develop supporting deliverables fostering a culture of service excellence and innovation.

• Develop and implement Service Transition standards, policies, processes and templates.
• Facilitate impact assessments with project teams, business and service owners to validate transition requirements.
• Work with project teams and stakeholders to negotiate, define and sign-off transition plans and acceptance criteria.
• Manage the end-to-end transition of new or significantly updated digital services ensuring operational teams are prepared and ready for a seamless handover to business-as-usual (BAU).
• Coordinate activities through Change, Release, Deployment, Service Asset, Configuration, and Knowledge Management practices.
• Participate in working groups and other governance forums to report and provide guidance on Service Transition activities.
• Coordinate hyper-care periods, triage initial operational issues, and conduct post-transition -reviews.
• Monitor transition risks, dependencies, and roadblocks, providing clear status updates to relevant stakeholders at project team meetings and/or working groups.

To be successful in this role you will need to demonstrate the following:

• Bachelor’s degree in information technology, Computer Science, or a related discipline, or equivalent professional experience.
• Strong understanding and experience in ITIL service management practices.
• Demonstrated experience in project delivery, and technical support operations.
• Proven ability in guiding the implementation and adoption of a Service Transition practice.
• Understanding of ICT governance frameworks, compliance requirements, and risk management.
• Ability to support and encourage continual service improvement in business processes and systems.
• Strong stakeholder engagement skills to bridge gaps between technical developers, project managers, and support teams to negotiate solutions and resolve issues.
• Experience in implementing emerging trends and adapting to evolving ICT environments.
• Strong capability in managing change initiatives, ensuring smooth adoption of new technologies.
• Excellent communication and interpersonal skills, including the ability to negotiate.
• Ability to manage competing priorities and foster collaboration with other teams.

• Salary offered will be between $99,784- $112,571per annum depending on skills and experience. In addition, 15.4% superannuation will be paid.
• Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. For more information, please visit www.apsc.gov.au/citizenship-aps
• Non-ongoing opportunity will be offered for an irregular/intermittent term. Opportunities will be offered for varying periods up to 12 months with the option to extend to a total of 24 months.
• Merit Pool established through this selection process may be used to fill this or future ongoing or non-ongoing vacancies.

In your application, please provide a statement of claims against the position eligibility requirements (selection criteria) in no more than 600-words, including what strengths you would bring to the role, and a copy of your CV.

• Please complete the application and submit by 11.30pm (AEDT) Tuesday 10 November 2026.
• Follow our guidelines for candidate use of Artificial Intelligence (AI) throughout the recruitment process. 

Please contact our recruitment team on (02) 9633 3262 or recruitment@agedcarequality.gov.au for assistance with accessing our website or with lodging your application.

Specific questions about the roles can be directed to Evan Psarakis by emailing evan.psarakis@agedcarequality.gov.au with Position title in the subject line.