Who We Are 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.Who We Are 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 DoingThe 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 UsersManage delivery of IT services to internal CTM and ISU users, ensuring high user satisfaction and minimal disruptionAct as an escalation point for critical IT service issuesPartner with business teams to understand needs and continuously improve IT serviceAccountable for ITSM Setup and ExecutionLead the setup, configuration, and ongoing execution of ITSM processes, tools, and workflowsEnsure ITSM processes are integrated into business operations to drive efficiency and user experienceMonitor performance and identify continuous improvement opportunitiesEnd-to-End Management of ITSM Processes and ControlsOversee full ITSM lifecycle including incident, request,



problem, and change managementEnsure governance, controls, and audit processes are in place and adhered toContinuously optimise ticketing, query handling, and incident resolutionAccountable for ITSM Process Definition, Maintenance, and ImplementationDefine and maintain ITSM processes aligned to best practice and business needsEnsure documentation is current and teams are trained on processesDrive implementation of new or improved ITSM initiativesLevel 1 User Interface, Triage, and Resolution for IT IssuesAct as first point of contact for internal IT issues, providing timely triage and resolutionManage and prioritise support tickets in line with SLAsEscalate complex issues to appropriate teamsLead Incident Management and ResolutionLead the management of IT incidents to ensure rapid resolutionCoordinate with teams to minimise impact, identify root causes, and implement fixesProvide stakeholder updates and lead post-incident reviewsWhat's In It For YouAt 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 outstanding perks to help you thrive both in and out of work:Vibrant and social community who have annual celebrations, family fun days and regular eventsEnjoy flexible work arrangements,



including the option of one day working from home each week or a 9-day fortnightEnjoy additional leave days - 'ME' leave and 'Volunteer Day' leaveOption to purchase additional leaveReturn To Work bonus for returning parentsQuarterly Award and Recognition programQualificationsWhat Sets You ApartBachelor's degree in IT, Computer Science, or related field (Master's preferred)ITSM certifications such as ITIL (Intermediate/Expert), ISO *****, or COBITSRE certification or strong working knowledge of SRE principles highly regardedCloud or infrastructure certifications (e.g. AWS, Azure, Google Cloud) advantageousExperienceIT Service Management and Operations:Strong experience managing ITSM processes (incident, problem, change, service requests)Proven ability to implement and optimise ITSM tools and frameworksExperience establishing ITSM governance, policies, and controlsSite Reliability Engineering (SRE) And System PerformanceExperience applying SRE practices (monitoring, observability, automation)Strong understanding of infrastructure, cloud environments, and reliability best practicesAbility to improve system stability, scalability, and performanceIncident Management And User SupportExperience leading high-priority incident management and root cause analysisStrong background in IT support and Level 1 issue triage and resolutionExperience managing ticketing systems and improving workflowsStakeholder And Team ManagementProven ability to partner with senior leaders, IT teams, and business stakeholdersStrong communication skills for escalations, reporting, and updatesExperience training teams and driving continuous improvement initiativesAt 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.
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📌 Head Of Service Management (Brisbane)
🏢 Compare the Market Australia
📍 Brisbane