iSelect and Compare the Market are trusted, well-known brands dedicated to helping millions of Australians compare and buy personal finance and household products such as insurance, energy, and loans. Together, we provide a seamless, customer-focused experience that makes it easier for Australians to find the right products to suit their needs.

What You’ll Be Doing The Head of Service Management is responsible for overseeing and optimising IT service delivery within CtM and iSelect, ensuring a seamless experience for internal users. This role drives the execution and continuous improvement of IT service management (ITSM) processes, including user support, incident resolution and service requests.

Key responsibilities include defining, maintaining and implementing ITSM frameworks and leading incident response efforts to minimise business disruptions. Acting as the primary interface for Level 1 IT support, this role ensures efficient triage, resolution, and escalation of internal IT issues. Ultimately, the Head of Service Management is critical in maintaining reliable, high-performing IT services that support business operations effectively.

Oversee IT Services to Internal CTM & ISU Users

Manage delivery of IT services to internal CTM and ISU users, ensuring high user satisfaction and minimal disruption

Act as an escalation point for critical IT service issues

Partner with business teams to understand needs and continuously improve IT service

Accountable for ITSM Setup and Execution

Lead the setup, configuration, and ongoing execution of ITSM processes, tools, and workflows

Ensure ITSM processes are integrated into business operations to drive efficiency and user experience

Monitor performance and identify continuous improvement opportunities

End-to-End Management of ITSM Processes and Controls

Oversee full ITSM lifecycle including incident, request, problem, and change management

Ensure governance, controls, and audit processes are in place and adhered to

Continuously optimise ticketing, query handling, and incident resolution

Accountable for ITSM Process Definition, Maintenance, and Implementation





Define and maintain ITSM processes aligned to best practice and business needs

Ensure documentation is current and teams are trained on processes

Drive implementation of new or improved ITSM initiatives

Level 1 User Interface, Triage, and Resolution for IT Issues

Act as first point of contact for internal IT issues, providing timely triage and resolution

Manage and prioritise support tickets in line with SLAs

Escalate complex issues to appropriate teams

Lead Incident Management and Resolution

Lead the management of IT incidents to ensure rapid resolution

Coordinate with teams to minimise impact, identify root causes, and implement fixes

Provide stakeholder updates and lead post-incident reviews

What’s In It For You At Compare the Market and iSelect, we’re all about helping people make smart choices – and joining us might just be yours.We offer an environment where your ideas are heard, your contributions are valued, and your growth genuinely matters. Collaboration is part of our DNA and you’ll be joining a supportive, forward-thinking team where you can do meaningful work (and be recognised for it!)

We’re guided by three shared values that shape how we work, how we treat each other, and how we show up for our customers - Drive, Noble Intent and All Together.

Plus, we offer a range of great perks to help you thrive both in and out of work:

Vibrant and social community who have annual celebrations, family fun days and regular events

Enjoy flexible work arrangements, including the option of one day working from home each week or a 9-day fortnight

Enjoy additional leave days - ‘ME’ leave and ‘Volunteer Day’ leave

Option to purchase additional leave

Return To Work bonus for returning parents





Quarterly Award and Recognition program

What Sets You Apart QUALIFICATIONS

Bachelor’s degree in IT, Computer Science, or related field (Master’s preferred)

ITSM certifications such as ITIL (Intermediate/Expert), ISO 20000, or COBIT

SRE certification or strong working knowledge of SRE principles highly regarded

Cloud or infrastructure certifications (e.g. AWS, Azure, Google Cloud) advantageous

EXPERIENCE IT Service Management and Operations:

Strong experience managing ITSM processes (incident, problem, change, service requests)

Proven ability to implement and optimise ITSM tools and frameworks

Experience establishing ITSM governance, policies, and controls

Site Reliability Engineering (SRE) and System Performance:

Experience applying SRE practices (monitoring, observability, automation)

Strong understanding of infrastructure, cloud environments, and reliability best practices

Ability to improve system stability, scalability, and performance

Incident Management and User Support:

Experience leading high-priority incident management and root cause analysis

Robust background in IT support and Level 1 issue triage and resolution

Experience managing ticketing systems and improving workflows

Stakeholder and Team Management:

Proven ability to partner with senior leaders, IT teams, and business stakeholders

Strong communication skills for escalations, reporting, and updates

Experience training teams and driving continuous improvement initiatives

At Compare the Market and iSelect we’re proud to be an Equal Opportunity Employer and we embrace diversity.

This role is available to candidates with unlimited Australian working rights only. Sponsorship is not available.

iSelect and Compare the Market, brands of iCompare Group, are committed to protecting your privacy. All applications and personal information are kept confidential and securely stored in line with Australian privacy laws, used only for recruitment purposes, and not shared with third parties outside iCompare Group without your consent.

#J-18808-Ljbffr

📌 Head of Service Management (Brisbane)
🏢 Compare The Market
📍 Brisbane