- IT Service Management Specialist
- Sydney-Based – Hybrid – Permanent Position
- Exciting Greenfields Projects where you’ll be empowered to influence the ITSM landscape
- ServiceNow Implementation

The Opportunity

This is a fantastic opportunity to work on Greenfields Projects, where you’ll help a large and complex organisation build structure and processes whilst driving an uplift in ITIL process maturity and streamlining operational efficiencies across a dynamic and mission-critical business environment. This is an influential opportunity to work across all four pillars of the ITSM Framework across Incident Management, Problem Management, Change Management, and GRC Process Management, with Continuous Improvements at the core.

The Role & Responsibilities

As an ITSM Specialist, your role is responsible for the effective delivery, governance, and continuous improvement of IT service management processes across the organisation to ensure stability, reliability, and a high-quality customer experience. This role focuses on core ITIL processes, supported by strong service reporting and vendor performance management, and the introduction of automation and innovation to improve efficiency, reduce operational risk, and enhance service outcomes. You will ensure that IT services are delivered efficiently, changes are implemented with minimal disruption, and service stability and quality are maintained in alignment with agreed service levels, business priorities, and best-practice service management frameworks. You’ll enjoy working closely with service owners, project teams, site-based IT/OT teams, and vendors to ensure ITSM processes are integrated, standardised, and consistently applied.

Incident and Request Management

- Manage and oversee the end-to-end incident and request fulfilment processes to ensure timely resolution and high customer satisfaction.
- Monitor operational performance, incident trends and service KPIs prioritise critical incidents, and coordinate escalations to restore service within agreed SLAs.
- Ensure all requests and incidents are logged, categorised, and resolved in accordance with ITIL4 best practices.
- Identify recurring issues and collaborate with technical teams to reduce incident volumes and improve service stability.

Problem Management

- Own and manage the Problem Management lifecycle,



ensuring underlying causes of recurring or major incidents are identified and addressed.
- Conduct root cause analysis for recurring or major incidents to prevent recurrence.
- Maintain a problem register, ensuring known errors, workarounds and corrective actions are documented and communicated to the relevant stakeholders.
- Collaborate with technical teams and vendors to prioritise, track, and implement permanent fixes and preventative actions.
- Use problem trends and insights to reduce incident volumes and improve long-term service stability proactively.

Change Management

- Represent Service Delivery at Change Advisory Board (CAB) meetings to evaluate change impacts, manage risk and resource requirements to ensure the ongoing stability and reliability of IT services.
- Ensure changes are reviewed, approved, scheduled, and implemented in a controlled manner to minimise disruption to services.
- Validate change records, documentation, implementation, and support plans to ensure accuracy and auditability, contributing to continuous improvement of change governance and controls.

Process Governance, Risk, and Compliance

- Ensure ITSM processes comply with corporate policies, security standards, and relevant regulatory requirements.
- Support the development of business continuity and disaster recovery procedures through robust change and incident controls.
- Identify, assess, and manage risks associated with IT operations and service changes.

Innovation, Reporting and Continuous Improvement

- Identify opportunities to automate service management processes, reduce manual effort, and improve operational efficiency.
- Analyse ITSM metrics and trends to highlight risks and identify improvement opportunities across all service management disciplines and customer experience.
- Provide clear, actionable insights to support decision-making and service optimisation.
- Partner with IT and business teams to introduce innovative service delivery practices, tools, and workflows.
- Stay informed of emerging technologies, automation tools,



and industry best practices relevant to service delivery.

Vendor and Stakeholder Management

- Monitor and review service delivery performance of external vendors and managed service providers against agreed SLAs and OLAs, addressing service issues and driving corrective actions where necessary.
- Facilitate regular service review meetings with vendors and internal stakeholders.
- Act as a key point of contact between the business, IT teams, and vendors to ensure clear communication and aligned service outcomes.

The Requirements

- Tertiary qualification in IT, Business Systems, or a related discipline.
- ITIL4 certification (Service Operations and Management Practices desirable).
- Strong interpersonal and analytical skills are essential to engage stakeholders, to drive process maturity, and balance operational needs in a dynamic, business-critical environment.
- Demonstrated experience managing IT service management processes in a large or complex organisation.
- Strong understanding and hands-on experience in IT Service Management (ITIL) practices, particularly Incident, Request, Problem and Change Management
- Experience working with and supporting end-user computing technologies (e.g. Windows, Microsoft 365, Azure) is preferred.
- Experience working with ServiceNow ITSM for Incident and Service Request Management.
- Experience participating in governance forums such as CAB or major incident reviews.
- Exposure to mining, resources, or other asset-intensive industries is advantageous.
- Experience working with geographically dispersed teams and remote operations.
- Excellent communication and engagement skills

Why You?

This is a genuinely fantastic prospect to join a close-knit team in a positive, professional, caring, and mature environment, nurtured by exceptional leaders who will support and invest in your growth, development, and success.

This well-established, stable, and growing business offers a great culture! So don't delay - apply today! Shortlisting will happen on a first-come, first-served basis until suitable candidates are selected. Thank you for your understanding. We look forward to learning more about you.

Please note that sponsorship is not on offer for this position.

Email: [email protected]

Working Together to build your best career! ?

📌 ITSM Specialist (Sydney)
🏢 Recruitment House
📍 Sydney