Service Transition Manager (Service Management)

Job Details

EMPLOYMENT TYPE - Ongoing Full time

LOCATION - ACT; NSW; NT; QLD; SA; TAS; VIC; WA

AFP BAND & SALARY - Band 07 ($118,673.00 - $127,101.00)

JOB REFERENCE NUMBER - 15393

This advertisement is to fill current vacancies and create a merit list for future ongoing or non-ongoing vacancies arising over the next 12 months.

Did you know?

The mission of the Australian Federal Police is to provide dynamic and effective law enforcement to the people of Australia. It provides policing throughout Australia in relation to the prevention and detection of crimes against the Commonwealth, its laws and integrity, and community police services to the Community of the ACT.

Working for the AFP provides you with a diverse and rewarding career. Whether you immerse yourself in a position on the frontline, or provide critical operational or professional support, the work you do makes a big impact on the people of Australia. 

We recognise your contribution to our workforce and offer generous remuneration and conditions including:

• Six weeks (30 days) of paid annual leave per year + additional paid Christmas stand down
• 4 extra days of mandatory rest leave per year
• 18 days of paid personal leave per year
• Generous superannuation of 15.4%
• 18 weeks paid Parental Leave for Primary Caregiver (and 11 weeks for Secondary Caregiver) + additional unpaid leave entitlements for up until 24 months from the child’s date of birth or placement
• Generous salaries and incremental salary progression governed by the AFP Enterprise Agreement 
• Flexible and hybrid working arrangement that provides work/life balance
• Health & wellbeing services – with a focus on early intervention, education and prevention
• Access to ongoing training and professional development opportunities

What is the role?

As the Service Transition Process Manager, you will be responsible for ensuring that service transitions are planned, communicated, and executed in a way that meets the expectations of the business, customers, and users. You will work to refine existing policies, processes, and procedures to ensure our transition approach remains efficient, effective, and aligned with business needs.

We are looking for a driven and collaborative professional with a strong foundation in IT Service Management and a passion for continual improvement. You will have excellent communication and stakeholder management skills and thrive in dynamic and sometimes ambiguous environments. You are proactive, resilient, and always looking for ways to contribute to both team and organisational goals.

You will:

• Lead the planning and deployment of services into the production environment
• Define and maintain service transition processes and associated documentation
• Act as a central point of coordination for service transition activities
• Build and manage relationships with a wide range of stakeholders, including technical teams, business areas, and executive leadership
• Provide expert advice to ensure services are operable, supportable, and deliver measurable value

What will you do?

Your key responsibilities as the Service Transition Manager will be to:

• Take ownership and accountability for your area of responsibility
• Ensure all work is performed in alignment with agreed and documented standards
• Support activities across the full-service transition lifecycle
• Identify and drive continual improvement initiatives
• Develop and lead service management forums to support process awareness and compliance
• Liaise at a senior level within and outside the CIO Branch
• Prepare reports and conduct research as required
• Facilitate open communication between stakeholders and maintain engagement plans
• Contribute technical knowledge to support business decision-making
• Collaborate with geographically dispersed teams to deliver outcomes

Essential Requirements

• You must be an Australian Citizen at the time of applying
• A Negative Vetting 1 (Secret) security clearance or the ability to obtain one
• ITIL Qualification
• Minimum 12 months experience in a process management or service transition role
• Demonstrated experience in developing, implementing, and refining processes
• Strong written and verbal communication skills, including the ability to present reports to executive stakeholders
• Proven ability to deliver high-level customer service
• Strong analytical and statistical reporting capabilities
• Experience producing management reports and insights
• Ability to switch contexts confidently and manage multiple priorities
• Self-motivated with a commitment to achieving business objectives
• Demonstrated experience working remotely, if applying from interstate (relocation costs will not be provided)

Desirable Requirements

• Formal qualifications from a recognised tertiary institution or extensive demonstrated equivalent skills and experience in one or more ITIL processes
• Proven experience in ServiceNow or similar Service Management Toolsets

Additional Information

We offer:

• A collaborative and supportive team environment
• Opportunities to broaden your skills across ITSM practices
• Exposure to leadership responsibilities if desired
• Autonomy and trust to deliver outcomes
• The chance to be part of a team driving real, positive change in ICT service delivery
• Flexibility in location. The Service Management Team comprise of a mix of Canberra HQ and regional based members all who take advantage of flexible working from home and office arrangements

Selection Criteria

• Achieve results
• Communicates with influence
• Contributes to strategic thinking
• Cultivates productive working relationships
• Shows personal drive and integrity
• Technical knowledge and skills

Application

Please submit the following documents via our Jobs portal prior to the closing date and time:

• Resume/CV - This will form the basis for determining your suitability against the position requirements and give the panel a clear outline of your current knowledge and qualifications along with previous experiences. Please include your work history, responsibilities and achievements.
• Applicant pitch (maximum two pages). Ensure your pitch tells us why you are the best fit for the role, with examples that demonstrate your capabilities addressing the selection criteria, role requirements and work level standards for the role. 

Only complete applications will be considered. Please review and ensure the uploaded documents are correct for this application after submitting your application. Feedback on applications will only be provided to applicants which have progressed through to a formal interview.

Employment Suitability

Should you successfully progress from the application stage all applicants must:

• Complete an Employment Suitability Questionnaire (ESQ) and provide a traffic history check and proof of Australian citizenship. This aids in the assessment of your character and your ability to comply with the AFP's professional standards both in an official and private capacity. Please review our AFP Character Standards to ensure that you meet our requirements before you submit your application. Applicants will not receive feedback if they are unsuccessful at this gateway.
• Have your fingerprints taken if an offer of employment is made.
• Undertake mandatory drug testing for illicit drugs. This sample could include; urine, saliva or hair.
• Satisfactorily undertake a security clearance to the level specified for the position.

Recruitment Process

The shortlisting process may include multiple stages, such as a competency assessment, on demand video interview as well as a formal panel interview. Using the relevant AFP work level standards as a guide, you may be asked a range of questions to demonstrate your skills and abilities. These could include behavioural based scenario questions. Read our guides for applicants to find out how to prepare for your interview.

Commitment to Diversity & Inclusion

At the AFP we value the different perspectives, approaches and lived experiences of our people, and recognise that our collective intelligence and diversity is what makes us stronger. As such, we encourage applications from people from all walks of life, including people from culturally and linguistically diverse backgrounds, First Nations people, women, the LGBTQIA+ community and people with disability.

Contacts and Closing Information

Contact Officer:  Olivia Stefek,

Contact Officer Phone:  (02) 5126 4314, ​

Contact Officer Email:  Olivia.Stefek@AFP.gov.au

Applications Close: 11:59pm (AEDT) 06/11/2025

To view our other employment opportunities, please visit our career site.

www.afp.gov.au