This role leads and governs the entire IT Service Management (ITSM) framework, ensuring that processes such as incident, problem, change, release, asset, configuration, service catalogue, knowledge management, service levels, and operational reporting are effective, consistent, and continuously improved across the organisation.

The client is a market-leading Australian construction, property and finance organisation with a 45+ year history of innovation and growth. Employing over 1,900 people across Western Australia and Victoria, the group is committed to operational excellence, technology transformation and delivering exceptional customer outcomes

Description

- Own and continuously improve the ITSM framework
- Establish and maintain ITIL-aligned processes and controls
- Drive process consistency across Technology Services
- Lead service management maturity initiatives

This role leads and governs the entire IT Service Management (ITSM) framework, ensuring that processes such as incident, problem, change, release, asset, configuration, service catalogue, knowledge management, service levels, and operational reporting are effective, consistent, and continuously improved across the organisation.

Client Details

The client is a market-leading Australian construction, property and finance organisation with a 45+ year history of innovation and growth. Employing over 1,900 people across Western Australia and Victoria, the group is committed to operational excellence, technology transformation and delivering exceptional customer outcomes

Description

IT Service Management Leadership

- Own and continuously improve the ITSM framework




- Establish and maintain ITIL-aligned processes and controls
- Drive process consistency across Technology Services
- Lead service management maturity initiatives

Incident, Problem, Change and Release Governance

- Govern Incident, Major Incident, Problem, Change and Release Management processes
- Chair governance forums including CABs and PIRs
- Ensure operational risks are identified and managed
- Drive root cause analysis and continual service improvement

Service Catalogue and Request Management

- Own the service catalogue operating model
- Define request fulfilment workflows and service standards
- Ensure clear service ownership and accountability
- Identify automation and self-service opportunities

Asset and Configuration Management

- Own CMDB governance and data quality standards
- Establish configuration management controls
- Lead IT asset lifecycle governance
- Ensure service relationships and dependencies are accurately maintained

Service Reporting and Performance

- Develop operational dashboards and executive reporting
- Define and manage SLAs, OLAs and XLAs
- Analyse service trends and identify improvement opportunities
- Deliver actionable performance insights to senior leadership

Service Design and Transition

- Ensure new and changed services are operationally ready before BAU transition




- Define support, monitoring, knowledge and reporting requirements
- Govern service transition and handover activities

Leadership

- Lead a small team of service management specialists
- Build a culture of service ownership, accountability and continuous improvement
- Influence stakeholders across Technology, Business and Vendors

Profile

Required Skills

- 10+ years within IT Service Management environments
- Proven ownership of Incident, Problem, Change, Release, Asset and Configuration Management processes
- Demonstrated experience managing enterprise-scale ITSM governance frameworks
- StrongServiceNow experience, including:
- Incident
- Change
- Problem
- Service Catalogue
- Knowledge Management
- CMDB
- Reporting and Dashboards

- Experience developing service catalogues and service ownership models
- Solid stakeholder management and influencing skills
- Experience leading ITSM teams and driving operational improvementsExcellent analytical and reporting capability

Desired Skills

- ITIL v4 certification
- Experience implementing or maturing ServiceNow
- Experience with CMDB governance and Service Mapping
- Experience in Service Design and Operational Readiness
- Experience managing managed service providers and vendor performance

Job Offer

- Opportunities to lead within a large organisation in the property industry.
- Supportive and collaborative work environment in Melbourne.
- Access to ongoing professional development and career growth opportunities.
- Chance to work at the forefront of technology in the property sector.

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📌 Manager - Service Management (Melbourne)
🏢 MPAU Technology
📍 Melbourne