Key skills
ITSMServiceNowLeadershipStakeholder ManagementChange ManagementCommunication
About this role
Role Overview
- Own and govern the end‑to‑end lifecycle of Incident, Problem, Change, Request, and Service Delivery processes
- Ensure ServiceNow is configured, managed, and maintained to support efficient service workflows, automation, reporting, and governance
- Lead Major Incident Management, ensuring rapid coordination, stakeholder engagement, and timely service restoration
- Own the Change Management framework, ensuring effective assessment, approval, and scheduling of changes
- Chair or oversee CAB (Change Advisory Board) governance
- Oversee service delivery performance across internal teams and external vendors
- Monitor and report against SLAs, OLAs, KPIs, and contractual commitments
- Manage escalation, performance reviews, and continual service improvement plans with service partners
- Develop dashboards and reporting for service performance, operational risk, and IT service health
- Provide weekly, monthly, and quarterly reporting to Technology leadership
- Lead, develop and motivate the Service Management team, fostering a high‑performance and customer‑focused culture
Requirements
- Experience in IT Service Management within enterprise environments
- Strong experience leading Incident, Problem, Change and Request processes
- A deep working knowledge of ServiceNow and ITIL frameworks
- A proven track record in service governance, reporting, and continual improvement
- Experience leading teams and managing vendors in complex environments
- Strong communication, stakeholder management and leadership capability
- Excellent Microsoft skills, Presentations, Excel, Pivots, Word
- ITIL v4 Certification (preferred)
Tech Stack
- ITSM
- ServiceNow
Benefits
- Access our training and development to build on your current skills
- Career development through internal mobility opportunities
- Work for a business helping millions of Australians and make a difference to someone’s life everyday
- Access additional leave days a year to recharge and refresh yourself
- Enjoy wonderful Health and Wellbeing initiatives that support you
- Work with supportive and inclusive managers
- Flexible working arrangement – 3 days in office and 2 days WFH