ServiceNow Team Leader

About the Company

The Department of the Premier and Cabinet (DPC) drives the Premier's priorities in South Australia. Our vision is to be the heart of government through providing important leadership, trusted advice and strategy as well as central support services for the social, environmental and economic issues that we face. Our staff enjoy working with colleagues who value integrity, knowledge and intellectual capability. They exemplify the public sector purpose: Making a difference so South Australia thrives.

About the Role

The ServiceNow Team Lead provides strategic and operational leadership for the ServiceNow platform, overseeing the delivery, optimisation and continuous improvement of IT Service Management (ITSM), Software Asset Management (SAM), and Human Resources Service Delivery (HRSD) capabilities.

The role is accountable for platform performance, governance and service outcomes, ensuring alignment with government priorities, service management frameworks and user needs. It leads a specialist team and partners with senior stakeholders to shape platform direction, prioritise investment and deliver scalable, secure and user-focused solutions.

The ServiceNow Team Lead plays a key advisory role to leadership, providing expert guidance on platform strategy, architecture and roadmap planning to enable improved service delivery, operational efficiency and organisational outcomes.

Responsibilities

• Lead and develop a high-performing specialist team by providing clear direction, performance management and capability development, fostering a culture of accountability, collaboration and continuous improvement.
• Provide strategic and operational leadership of the ServiceNow platform, ensuring performance, stability, scalability and alignment with organisational priorities across ITSM, SAM, and HRSD modules.
• Oversee the delivery of platform enhancements, upgrades and defect resolution, ensuring outcomes are secure, sustainable and deliver improved service performance and user experience.
• Establish and maintain robust governance and service management practices, ensuring compliance with ITIL and best practice frameworks while embedding consistent, high-quality processes across the platform.
• Partner with business and ICT stakeholders to define, prioritise and deliver a forward-looking platform roadmap that balances operational needs with strategic service improvements and innovation.
• Provide evidence-based advice to senior stakeholders by analysing complex business needs and translating them into scalable technical solutions aligned to platform architecture and long-term capability.
• Identify, assess, and manage platform-related risks, impacting service continuity, security, compliance, and user experience, by translating complex business requirements into scalable solutions aligned with platform architecture and long-term capability.

Qualifications

Demonstrated experience leading the strategic and operational management of the ServiceNow platform, including ITSM, SAM, and HRSD modules, to deliver secure, scalable, and high-performing outcomes.

Required Skills

• Proven ability to provide advice and influence decision-making at a senior level, translating complex business needs into aligned, enterprise-wide solutions.
• Demonstrated experience establishing and maintaining governance frameworks, standards, and controls, ensuring platform performance, compliance, and risk management in line with ITIL and best practice.
• Strong leadership capability, with experience building and developing high-performing teams and fostering a culture of accountability and continuous improvement.
• Demonstrated expertise in ServiceNow platform design and capability, with the ability to guide technical delivery and ensure sustainable, maintainable solutions.
• Highly developed analytical and problem-solving skills, with the ability to assess complex issues, manage risk, and deliver evidence-based outcomes.
• Excellent communication and stakeholder engagement skills, including the ability to consult, negotiate, and influence across diverse stakeholders.

Classification and Pay Range

ASO7

$112,163 - $121,246 p.a. + superannuation

Equal Opportunity Statement

The South Australian public sector promotes diversity and flexible ways of working including part-time. Applicants are encouraged to discuss the flexible working arrangements for this role.