Perm | Sydney CBD | Hybrid/flexible working | Huge progression opportunities Your new company

Join a well-established and highly regarded organisation undertaking a significant uplift of its IT Service Management capabilities. With a strong focus on operational excellence, service reliability, and continuous improvement, this organisation is investing in its technology services to deliver exceptional outcomes for customers and stakeholders.

Your new role

We are seeking an experienced IT Service Management Specialist - Service Design & Transition to lead and enhance service management practices across the organisation.In this role, you will be responsible for ensuring new and changed technology services are transitioned into production smoothly and effectively, while driving best-practice ITSM processes across the business. Working closely with technology teams, project delivery teams, vendors, and business stakeholders, you will play a key role in improving service quality, operational readiness, and overall service performance.

Key responsibilities include

- Leading Service Design and Service Transition activities for new and existing technology services
- Driving adoption and continuous improvement of ITIL-based service management processes
- Managing and optimising ServiceNow and other ITSM tooling
- Leading Problem Management activities, including root cause analysis and preventative improvement initiatives
- Developing service readiness frameworks and ensuring operational support models are in place before go-live
- Monitoring service performance, KPIs, SLAs, and reporting across the technology environment
- Working with internal and external stakeholders to improve service delivery outcomes
- Supporting governance, risk, compliance,



and audit requirements within a regulated environment

What you'll need to succeed To be successful in this role, you'll bring:

- Demonstrated experience in IT Service Management, Service Design, or Service Transition roles
- Strong understanding of ITIL best practices, with ITIL certification highly regarded
- Experience managing or improving ITSM processes including Incident, Problem, Change, and Service Level Management
- Hands-on experience with ServiceNow or a comparable ITSM platform
- Proven experience driving operational readiness and transitioning technology services into business-as-usual support
- Strong Problem Management and root cause analysis capabilities
- Excellent stakeholder engagement skills with the ability to influence both technical and non-technical audiences
- Experience working in large, complex enterprise environments
- Exposure to financial services, insurance, government, or other regulated industries will be highly regarded

What you'll get in return

- Opportunity to play a key role in maturing and enhancing enterprise-wide service management capabilities
- Exposure to large-scale technology initiatives and transformation programs
- Collaborative and high-performing technology environment
- Versatile and hybrid working arrangements
- Competitive salary package
- Opportunity to work with modern ITSM practices, tooling, and frameworks
- Long-term career growth within a well-established organisation

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

#3022413

📌 IT Service Design & Transition Manager (Sydney)
🏢 Hays
📍 Sydney