ITSM Lead

Company:

ITSM Lead Aerospace Defence & Manufacturing

Location: Boeing Australia (Brisbane or Melbourne with hybrid work options).

This is a Max Term Contract for 2 years with opportunity for extension for a multi-year transformation program.

Boeing Australia is seeking a hands-on ITSM Specialist / Lead to drive adoption of the Enterprise ITSM program across IDT&S Australia. You will implement and optimise Incident Problem Change Knowledge AI-Operations practices and tooling embed those practices into our Application Product Teams define integration protocols with local Infrastructure/Ops and Major Incident Management (MIM) establish Service Transition governance for projects and BAU and deliver training and change communications.

The role combines hands-on tooling (setup testing optimisation) with coaching program leadership and stakeholder engagement to reduce risk improve reliability and embed consistent service management across the organisation.

Due to the International nature of IT Operations at Boeing there may be the requirement to participate in after hours meetings and calls needing some flexibility with work hours. Some domestic travel may be required.

About the Role:

• Lead rollout and continuous improvement of enterprise ITSM processes and tooling (design configuration testing acceptance optimisation).
• Embed ITSM into application team operations and update Service Designs; establish Service Transition governance and integrate with IT Change Management for projects and BAU.
• Define escalation communications and integration protocols with local Infra/Ops Enterprise Help Desk/MIM application sustainment teams and vendors; create runbooks for incident escalation and major incident response.
• Drive tooling integrations with monitoring/observability platforms and support automation/AI-enabled workflow opportunities to reduce manual effort.
• Develop role-based training scenario-based learning pathways playbooks and adoption campaigns for IT and business users; improve change management practices to drive compliance.
• Implement standard KPIs dashboards and reporting (MTTR change success rate SLA/OLA compliance knowledge usage) and run regular reviews to drive continuous improvement.
• Support audits risk assessments and remediation actions to meet governance and compliance requirements; maintain a risk register for the adoption program.
• Set the standard for operational handover packages (runbooks SOPs support rosters knowledge articles) and ensure BAU sustainment readiness.

Basic Qualifications (Required Skills/Experience)

• Proven experience implementing ITIL-aligned ITSM at enterprise scale and knowledge of ITSM platforms (e.g. ServiceNow Remedy Cherwell).
• Strong practical experience with Incident Problem Change Knowledge and Event Management service transition and major incident processes.
• Hands-on experience driving tooling setup testing and integration with monitoring and incident platforms.
• Effective cross-functional leader with strong stakeholder management communication and change-adoption skills.
• Data-driven mindset; experience defining metrics creating dashboards and using telemetry for operational improvements.
• Familiar with governance quality and compliance processes and supporting audit activities.
• Open to Australian Citizen or Permanent Resident