Job Description

Join Centorrino Technologies: Innovate, Grow, and Thrive with Us!

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At Centorrino Technologies (CT), we're more than just tech—we're a community that goes beyond expectations. We've been recognised as a Great Place to Work in 2025 and Top 5 Inspiring Workplaces for 2026, with an outstanding eNPS score of 68. And we're not stopping there. We're on a mission to redefine the customer experience, and we need a passionate Head of Service Management to join our Service Management team in Australia.

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The Head of Service Managementis responsible forthe strategic leadership, governance, and continual improvement of IT Service Management (ITSM) across the Managed Services division.

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The role ensures services are delivered consistently, efficiently, andin accordance withcontractual obligations, service level agreements (SLAs), regulatory requirements, and industry best practice. This position owns the service management framework,and outcomes.

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What you'll do:

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- Develop and execute the organisation's IT Service Management strategy.
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- Lead the maturity and ongoing evolution of ITIL-aligned Service Management practices.
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- Establish and maintain governance frameworks that improve operational consistency and service quality.
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- Ensure all Service Management processes are documented, maintained, reviewed, and continuously improved.
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- Lead and oversee Service Management Office (SMO) functions where applicable.
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- Own governance and continual optimisation across Major Incident Management, Problem Management, Change Enablement, Knowledge Management, Service Catalogue Management, Configuration Management, Asset Management, Risk Management, and Continual Improvement.
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- Ensure governance processes are practical, scalable,



and support operational efficiency.
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- Establish and manage a formal Continual Improvement Register to prioritise and track improvement initiatives.
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- Identify opportunities for automation, process optimisation, and the removal of recurring operational inefficiencies.
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- Lead post-incident reviews and ensure lessons learned are implemented across the organisation.
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- Drive measurable improvements in service performance, customer experience, and operational effectiveness.
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- Approve Service Management processes and standards.
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- Prioritise service improvement initiatives and recommend technology investments.
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- Allocate Service Management resources and provide recommendations on workforce planning and capability requirements.
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- Lead, mentor, coach, and develop Service Management leaders and teams through performance management, succession planning, talent development, and regular coaching.
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- Build high-performing teams while promoting accountability, collaboration, innovation, and an inclusive workplace culture.
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What you'll bring:

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- 10+ years' experience within IT Managed Services or Enterprise IT environments.
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- Minimum 5 years' experience in a senior leadership role.
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- Extensive experience leading ITIL-based Service Management functions.
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- Demonstrated experience leading large operational or service delivery teams.
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- Proven ability to develop and implement Service Management governance frameworks.
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- Strong commercial and financial acumen.
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- Experience managing executive-level stakeholders and influencing business outcomes.
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- Strong understanding of service reporting, metrics, and operational analytics.
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- Demonstrated success leading organisational change and continual improvement initiatives.
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- Excellent written, verbal, and interpersonal communication skills.
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- Experience working within a Managed Services Provider (desirable).
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- Experience supporting Government and Enterprise customers (desirable).
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- Experience working within ISO-certified environments (desirable).
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- Experience using ConnectWise or similar ITSM platforms (desirable).
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Why You'll Love Working Here:

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Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work! Here's why:

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- Hybrid working (for majority of our roles) with team anchor days to support collaboration.
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- Extensive training and development opportunities that enable continual growth as part of your career planning.
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- Extensive discounts and advantages to maximise your money.
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- A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
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- Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.
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CT celebrates diversity and enables every voice to be heard as we drive to create the world we want.

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Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.

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📌 Head of Service Management (New South Wales)
🏢 CENTORRINO TECHNOLOGIES
📍 New South Wales