Principal Consultant, ITSM

Job no: ITSM6954
Employment Type: Full time
Location: Canberra
Categories: Service Management

About the role:

We’re searching for a highly experienced and strategic ITSM Principal Consultant to lead the design, implementation, and optimisation of IT Service Management (ITSM) solutions for our clients.

As a senior member of our consulting team, you will play a key role in guiding our customers through their ITSM transformations whilst leveraging frameworks such as ITIL, SIAM and COBIT.

You’ll have a deep knowledge of service management principles, a strong customer focus, and the ability to deliver complex projects from discovery to execution.

Key areas you’ll be involved in:

  • Leading end-to-end ITSM engagements, including assessment, strategy, design, implementation, and continuous improvement

  • Advising clients on ITSM best practices and frameworks (including ITIL, SIAM and COBIT) to align IT services with business objectives

  • Designing and implementing ITSM processes such as Incident, Problem, Change, Request, Knowledge, CMDB, and Service Catalog

  • Serving as a trusted advisor to senior stakeholders and providing strategic recommendations

  • Providing guidance and mentorship to your delivery teams

  • Contributing to business development efforts through proposal writing, solution development, and client presentations

Keen to get involved?

You’ll have the following skills and experience:

  • Bachelor’s degree in Computer Science, Information Systems, Business, or a related field

  • Minimum of 8–10 years of experience in ITSM consulting, with at least 3 years in a principal or lead role

  • ITIL 4 certification (Managing Professional or Strategic Leader preferred)

  • Experience with major ITSM platforms

  • Current OR ability to obtain and maintain a minimum Government Security Clearance

  • Strong understanding of enterprise IT environments and service governance

  • Excellent client-facing skills and the ability to communicate effectively at all organisational levels

  • Proven ability to manage complex projects and cross-functional teams

  • Strong analytical, problem-solving, and documentation skills

  • Experience with Agile and DevOps practices in the context of service management

  • Experience in change management and organisational transformation

About Fresh Tracks:

At Fresh Tracks you will work with Canberra’s most talented consultants and thought leaders to help every client we work with achieve maximum value from their digital investment.

As a team, we are diverse in our experience, skills, capabilities, and backgrounds so along the way we’ve identified some key traits that are common amongst our most successful people – from being open-minded and always learning to ownership, optimism and fun.​​

The thing that unites us is our drive to deliver exceptional outcomes and our shared commitment to our values.

HAVE A VISION

We share a vision for our customers business that’s bigger than just an assignment ​

TOGETHER

We always act together – in the best interests of our people and our customers.

MAKE IT REAL

We challenge directly while caring personally by combining best practice with real world expertise.

HAVE FUN

You don’t have to be serious to do serious work – we succeed because we have fun together while
were doing it

DO WHAT WE PROMISE

We are straight forward and straight talking to deliver on our commitments. ​

The Fresh Tracks Difference:

  • Paid parental leave, birthday leave, employee share and dividend scheme options, employee business development and recruitment bonuses plus other benefits tailored to your individual goals

  • Many of our employees enjoy flexibility and hybrid working to help them integrate home and work and find the right balance to fuel their well-being and productivity - if it works for our customers, our teams and our employee we know it’s great for everyone, so we make it happen

  • Certification training in areas such as Project/Service Management and Business Analysis, Industry Body conference attendance such as ITSMF plus regular, bespoke training to support you in your consultancy journey and career

  • Regular check ins and development plans so you’ll always know what’s next in your development

  • Regular company and social events – Quarterly social events, off site strategy planning days and End of Year Party

  • An open and supportive culture where we respect all Fresh Trackers and their unique contribution

How to Apply:

If you like what you see then, fill out the below and click ‘Apply now’ to formally submit your application. Alternatively contact Lisa Buckley at lisa.buckley@freshtracksdigital.com.au and quote: ITSM6954