12 month contract Job Opportunity for ServiceNow Platform lead role Your new company You will be joining fast paced Federal Government agency undergoing ICT transformation. Your new role The ServiceNow Platform Lead Operational Support (EL1) is responsible for the strategic and operational management of the agencys ServiceNow platform across both Official Sensitive and Protected environments. The role leads a team of ServiceNow administrators and oversees IT Service Management (ITSM) capability uplift, governance, vendor management, and platform enhancements.This position requires strong technical expertise in ServiceNow, advanced stakeholder and vendor engagement skills, and the ability to guide the agency through ITSM and SIAM maturity. What you'll need to succeed Demonstrated expertise in ITSM, ITIL v4, and complex ICT service environments. Extensive experience with the ServiceNow platform, including strategy, development, administration, licensing, and integrations. Strong vendor and contract management experience. Ability to rapidly understand organisational challenges and align systems to agency goals. Excellent stakeholder engagement and relationship management skills. Experience supporting implementation of Service Integration and Management (SIAM) models. Strong leadership capability, including managing technical teams and influencing across the organisation. What you'll get in return 1. ServiceNow Platform Management Lead daytoday operations and projects across Official Sensitive and Protected ServiceNow instances. Develop and maintain the ServiceNow platform strategy, roadmap, and architecture. Oversee ServiceNow license management, procurement of modules/products, and usage optimisation. Manage ServiceNow enhancements, including: Agile sprint planning and delivery New development and implementation Requirements gathering and enhancement reviews Integrations and platform projects Lead and coordinate ServiceNow version upgrades, ensuring minimal disruption. Provide governance, reporting, and performance monitoring. Oversee user and platform administration functions. 2. IT Service Management (ITSM) Provide expert support and guidance across ITIL v4 ITSM practices. Conduct documentation reviews (strategy, policy, process, procedure). Drive continuous improvement activities and uplift ITSM maturity. Support the modernisation team in defining value streams and implementing contemporary ICT practices. 3. Vendor & Contract Management Manage contracts and relationships with: ServiceNow (product, platform, licensing) xAmplify (including oversight of ~5 resourcesmay vary) Other service providers (DXC, Deloitte, Accenture, etc.) Coordinate with internal ADHA stakeholders and external partners to ensure performance and alignment. Oversee contract performance, deliverables, and commercial obligations. 4. Knowledge Sharing & Documentation Create and manage ServiceNow technical documentation (architecture, design, support). Provide knowledge transfer: 1-on-1 sessions Group/team training Agencywide learning sessions Ensure documentation is current, accurate, and aligned with governance frameworks. 5. Leadership & Governance Lead and mentor the ServiceNow administration team. Coordinate platform governance forums and chair relevant ServiceNow meetings. Ensure effective communication with all stakeholders, including senior executives, service partners, and vendors. Negotiate outcomes that support agency objectives while strengthening vendor and partner collaboration. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career. 2986865
