About the Aged Care Quality and Safety Commission

The Aged Care Quality and Safety Commission is the national regulator of Australian Government-funded aged care services.

We protect and enhance the safety, health, wellbeing, and quality of life of people receiving aged care. This includes managing complaints and feedback about the care older people receive.

We help build confidence and trust in aged care, by promoting best practice and a culture of safety and quality in the sector. We register providers and hold them to account if they don’t meet expected standards of care.

We work with providers, workers, older people, their families, and supporters to make sure they understand and uphold older people’s rights.

Meet some of our people and learn more about the Commission and our Regulatory Strategy on our website www.agedcarequality.gov.au

About the Team

The Service Management Office (SMO) is a function of the Enterprise Service Management section within the Digital branch of the Commission. Enterprise Service Management (ESM) enables service excellence across the Commission by providing responsive, user-focused support services and improving how services are delivered across the organisation. Bringing together the Digital Service Centre, End User Services, Application Support, and Infrastructure Support, along with service management governance, the team works closely with stakeholders to deliver consistent, efficient and reliable services, drive continuous improvement, and ensure staff have the tools, systems and support they need to achieve business outcomes.

About the Role

As the APS6 Request Manager you will be responsible for the delivery of the Service Management Office (SMO) strategic vision providing end-to-end design, governance, and continuous optimisation of the Request Fulfillment and Knowledge Management practices within the Digital group.

You will establish the policies, processes, and cultural initiatives required to deliver standard, repeatable Service Requests (e.g. access provisioning, software installation), and Knowledge Articles that capture, share, and leverage intellectual capital to drive operational efficiency and service satisfaction.

You will work closely with business stakeholders and other Digital teams to understand and develop supporting deliverables fostering a culture of service excellence and innovation.

Position Duties

• Design and coordinate the implementation of repeatable standard request fulfilment forms and workflows to speed up delivery, reduce manual tasks and provide consistency across all Digital service offerings.
• Establish and enforce Digital Knowledge Management policies, content standards, workflows, and lifecycle management rules.
• Integrate Knowledge Management activities directly into Incident, Problem, Change, and Request workflows to build a "reuse-and-attach" culture.
• Maintain a Digital Service Catalogue to ensure Commission staff have a clear view of all available Digital services, offerings and delivery expectations.
• Collaborate with Digital teams to maximise automation, approvals, and self-service capabilities within the ITSM platform.
• Act as the primary point of contact for stalled or non-standard requests and complex fulfillment issues.
• Provide training to Digital staff and fulfillment groups on standard procedures, scripts and quality expectations.
• Monitor key performance indicators (KPIs) and Critical Success Factors (CSFs) to ensure support teams meet agreed service delivery and knowledge management targets.
• Analyse request volumes, cycle times, knowledge performance, and customer satisfaction scores to identify improvement opportunities and provide executive dashboards and reports.

Position Eligibility Requirements (Selection Criteria):

To be successful in this role you will need to demonstrate the following:

• Bachelor’s degree in information technology, Computer Science, or a related discipline, or equivalent professional experience.
• Experience using service management platforms (e.g. ServiceNow, Manage Engine Service Desk Plus, BMC Remedy etc).
• An understanding and experience in ITIL service management practices.
• Highly developed analytical and problem-solving skills.
• Experienced in gathering, documenting and translating business requirements into functional work packages to maintain offerings in a Service Catalogue.
• Demonstrated ability in guiding the implementation and adoption of Knowledge Management.
• Demonstrated ability to establish and maintain effective working relationships with internal and external stakeholders, to enable successful business outcomes.
• Excellent communication and interpersonal skills, including the ability to negotiate.

Position Notes:

• Salary offered will be between $99,784 - $112,571 per annum depending on skills and experience. In addition, 15.4% superannuation will be paid.
• Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. For more information, please visit www.apsc.gov.au/citizenship-aps
• Non-ongoing opportunity will be offered for an irregular/intermittent term. Opportunities will be offered for varying periods up to 12 months with the option to extend to a total of 24 months.
• Merit Pool established through this selection process may be used to fill this or future ongoing or non-ongoing vacancies.

In your application, please provide a statement of claims against the position eligibility requirements (selection criteria) in no more than 600-words, including what strengths you would bring to the role, and a copy of your CV.

• Please complete the application and submit by 11.30pm (AEST) 12 August 2026.
• Follow our guidelines for candidate use of Artificial Intelligence (AI) throughout the recruitment process.

Please contact our recruitment team on (02) 9633 3*** or ***********@agedcarequality.gov.au for assistance with accessing our website or with lodging your application.

Specific questions about the roles can be directed to Evan Psarakis by emailing *************@agedcarequality.gov.au with Position title in the subject line.