We're working with a large, operationally complex organisation looking to bring in an ITSM Specialist to uplift service management maturity and drive consistency across IT services.
This role sits at the centre of IT operations — improving core ITIL processes, improving service visibility, and working closely with internal teams and vendors to ensure services are reliable, well‑governed, and continuously improving.
It suits someone who understands how ITSM works in practice, not just theory, and can bring structure, reporting, and accountability into a busy environment.
What you'll be doing
- Improve core ITSM processes (incident, request, change) across the business
- Drive consistency and governance across service delivery
- Work closely with service owners, project teams, and vendors to ensure alignment
- Build and maintain service reporting dashboards and insights (typically within ServiceNow)
- Track and manage vendor performance against SLAs
- Identify opportunities for automation and process improvement
- Support change activity to ensure minimal disruption to business operations
- Help uplift overall ITSM maturity across the environment
What they're looking for
- Strong experience across ITIL / ITSM environments
- Proven background working with ServiceNow (reporting, dashboards, workflow usage - not development)
- Experience managing incident, request, and change processes in a live environment
- Exposure to vendor management and service performance tracking
- Strong stakeholder engagement skills across technical and non‑technical teams
- Ability to balance governance with real‑world operational needs
- Someone who can bring structure, not just follow it
Why this role
- High visibility role across IT operations and service delivery
- Opportunity to genuinely influence how ITSM is run
- Mix of governance, stakeholder engagement, and hands‑on improvement work
- Stable environment with long‑term scope to drive change
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📌 IT Service Management Specialist - ServiceNow (City of Sydney)
🏢 Talenza
📍 City of Sydney
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