IT Service Management Specialist

Sydney | Hybrid | Permanent

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
Solid 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
Secure environment with long‑term scope to drive change
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📌 It Service Management Specialist Servicenow City Of Sydney
🏢 Talenza
📍 City of Sydney