ITSM Process Designer / ITSM Training Lead

Temporary

Sydney CBD, New South Wales

22 Oct 2025

    What is in it for you?

    • 12-month contract with extensions
    • Work within a high-profile government program
    • Collaborate on enterprise-wide ITSM transformation initiatives
    • Exposure to Agile, DevOps, and SAFe delivery frameworks
    • Opportunity to work with modern ITSM platforms like ServiceNow
    • Contribute to service improvement and capability uplift across critical IT functions

     

    What we need from you

    • Demonstrated experience in ITSM process design or training delivery
    • Hands-on exposure to Agile, DevOps, or hybrid environments
    • Strong understanding of ITIL 4 practices and service management frameworks
    • Familiarity with process automation and workflow optimisation
    • Proven ability to lead cross-functional teams and drive change adoption
    • Excellent stakeholder engagement and communication skills
    • Experience working with ServiceNow or similar platforms
    • NV1 Security Clearance

     

    For Training Lead-focused role:

    • Strong background in instructional design and facilitation
    • Certification in training or instructional design (e.g. CPTM, ATD, or equivalent)
    • Experience in developing ITSM training programs and driving user adoption

     

    Role

    We are seeking multiple skilled professionals for roles across ITSM Process Design and ITSM Training within a major government transformation program. You will contribute to designing, implementing, and embedding ITSM processes aligned to best practice frameworks (such as ITIL 4), while driving stakeholder engagement, adoption, and capability uplift.

    These positions are key in supporting end-to-end service management and operational excellence, and require individuals with strong process thinking, technical understanding, and people leadership.

     

    Key Responsibilities:

    • Design and improve ITSM processes (e.g. Incident, Change, Problem, Service Request)
    • Facilitate workshops and engagement sessions with business and technical stakeholders
    • Drive integration of ITSM processes with Agile/DevOps delivery practices
    • Identify and implement automation opportunities to streamline service operations
    • Support change management and service transition initiatives
    • Ensure processes are effectively documented, communicated, and embedded
    • Provide expert guidance on ITSM tool usage (e.g. ServiceNow)

    For Training Lead role:

    • Develop and deliver training content for ITSM tools and processes
    • Conduct onboarding and capability uplift sessions across teams
    • Support training governance, feedback loops, and continuous improvement

     

    What You’ll Need:

    • Proven experience in ITSM Process Design or Training Leadership
    • Strong knowledge of ITIL 4 Foundation (Practice Manager/Specialist desirable)
    • Background in Agile, DevOps, or SAFe delivery environments
    • Experience with ServiceNow or similar ITSM platforms
    • Strong facilitation, stakeholder engagement, and analytical skills
    • Certification in training or instructional design (highly desirable for Training Lead)
    • NV1 Security Clearance (mandatory)

     

    Talented, committed, can-do individuals have always been the cornerstone of this dynamic organisation. If you have what it takes to thrive in this role and want to know more, please reach out to Isha Khanna at isha.khanna@akkodis.com 

    Joining Akkodis as a Consultant 

    • Weekly Pay 
    • No payrolling processing fees 
    • Upskilling opportunities and training discounts 
    • Consultant gatherings events 
    • Akkodis SME meet ups/information sessions 
    • EAP Support Program 
    • Dedicated Account Management Support Team 

     

    Privacy 

    Due to new privacy laws regarding the collection and handling of personal information, all applications must be submitted online. Once you click on the “apply for this job” button below you will be directed to our Online Centre where you will have the opportunity to read and agree to our Privacy and Consent statements and it will allow your details to be formally lodged and processed correctly. 

    “Akkodis is an Equal Opportunity employer, committed to all forms of workforce inclusion. We actively invite and encourage applications by candidates from diverse backgrounds” 

    Candidate Profile

    We are seeking multiple skilled professionals for roles across ITSM Process Design and ITSM Training within a major government transformation program