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 current 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
Strong 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