EL1 IT Service Management - Configuration Manager

The IT Service Management (ITSM) team provides governance, processes and expertise to ensure reliable, efficient, and customer-focused IT services across the organisation. We manage core ITIL practices including Incident, Problem, Change, Release, Knowledge, and Configuration Management, enabling service stability, risk reduction, and continuous improvement.

We are seeking an experienced ITSM Configuration Manager to lead the design, governance, and continuous improvement of the Service Asset & Configuration Management (SACM) capability, ensuring accurate and trusted configuration information to support change enablement, incident/problem management, service continuity, risk, and audit. The successful candidate will own the Configuration Management Database (CMDB) strategy, data model, integrations, and controls to deliver service visibility, risk reduction, and faster recovery across the agency’s technology landscape.

Role responsibilities

• Establish and maintain Service Asset & Configuration Management (SACM) policies, standards, and procedures aligned with ITIL best practices.
• Design, implement, and manage the Configuration Management Database (CMDB), ensuring accurate and trusted configuration data.
• Develop and maintain service maps and dependency models to support change risk assessment and incident/problem resolution.
• Oversee integration of CMDB with discovery tools, cloud platforms, and ITSM processes for real-time accuracy.
• Drive process optimisation, automation, and maturity uplift for SACM and related ITSM practices.

Core skills

We encourage applicants with the following skills and attributes to apply:

• Deep understanding of SACM, Change Enablement, and Service Transition practices.
• Ability to design, implement, and maintain a robust CMDB aligned with organisational needs and compliance requirements.
• Proficient in mapping business services to infrastructure components for impact analysis and risk assessment.
• Experience with ITSM and discovery tools to automate CI population and maintain data accuracy.
• Strong ability to collaborate with multi-disciplinary teams to embed SACM practices across the organisation.

Education and qualification requirements

The following education, qualifications and/or experience will be highly regarded:

• Relevant tertiary qualifications in ICT or related discipline (or equivalent experience).
• ITIL Foundation certification (ITIL v4/5 preferred); advanced ITIL certifications highly desirable.
• Demonstrated experience in ICT service management within a complex organisation.
• Knowledge of APS values, Code of Conduct, and security requirements.