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 Doing
The Head of Service Management is responsible for leading and optimising IT service management across Compare the Market and iSelect, ensuring a seamless and reliable service experience.
This role will drive the transformation of traditional IT operations by embedding Machine Learning (ML), Generative AI (GenAI), and Agentic AI into service management workflows.
Combining technical innovation, operational excellence, and people leadership, you will improve efficiency, enhance user experience, and lead transformative change across ITSM processes and teams.
AI & Service Transformation
Lead AI Integration:
Oversee the pilot, deployment, and optimisation of AI and automation tools across service operations, including automated triage, sentiment analysis, and agentic workflows.
Drive Predictive Intelligence:
Implement proactive service models using data to predict failures, automate capacity planning, and resolve issues before they impact users.
Redesign Workflows:
Continuously review and optimise service processes, safely automating routine activities while maintaining appropriate human oversight.
Knowledge Management:
Transform knowledge management through AI-driven discovery, categorisation, content generation, and self-service optimisation.
Service Management & Operational Excellence
Manage SLAs, service performance, and user satisfaction, prioritising improvements that reduce business friction.
Oversee the full ITSM lifecycle, including incident, request, problem, change, and asset management.
Monitor and continuously improve ITSM processes, controls, governance, and audit compliance, leveraging automation and AI where appropriate.
Lead end-to-end IT service delivery across Compare the Market and iSelect, acting as an escalation point for critical service issues.
Accountable for the Level 1 Service Desk, ensuring effective triage, resolution, and customer experience.
Incident & Problem Management
Drive the automation and "agentification" of incident management to reduce incident frequency and resolution times.
Lead major incident response,



coordinating teams to minimise business impact and restore services quickly.
Implement preventative measures, root cause analysis, and long-term remediation strategies to reduce recurrence.
Partner with Engineering and SRE teams to improve resilience, reduce self-inflicted incidents, and automate problem resolution from detection through to closure.
Ensure effective stakeholder communication and post-incident reviews that drive continuous improvement.
Leadership & Workforce Enablement
Lead, coach, and develop high-performing service management teams.
Champion AI literacy and continuous learning, enabling teams to effectively adopt and work alongside emerging technologies.
Drive organisational change and digital transformation, building trust in automation and increasing adoption of AI-driven ways of working.
What's In It For You
At 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 great perks to help you thrive both in and out of work:
Vibrant and social community who have annual celebrations, family fun days and regular events
Enjoy flexible work arrangements, including the option of one day working from home each week or a 9-day fortnight
Enjoy additional leave days - 'ME' leave and 'Volunteer Day' leave
Option to purchase additional leave
Return To Work bonus for returning parents
Quarterly Award and Recognition program
What Sets You Apart
Qualifications
Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related discipline.




IT Service Management certifications such as ITIL v4, ISO *****, or COBIT.
Strong understanding of Service Management, IT Operations, and Site Reliability Engineering (SRE) principles.
Certifications in cloud platforms (AWS, Azure, or Google Cloud) are advantageous.
AI, Automation, or Digital Transformation certifications are advantageous.
Experience
IT Service Management & Operations
Extensive experience leading ITSM functions, including Incident, Problem, Change, Request, Knowledge, and Asset Management.
Proven experience implementing, operating, and optimising ITSM platforms, automation capabilities, and AI-enabled service management practices, delivering measurable improvements in service quality, efficiency, and user experience.
Experience establishing and governing ITSM policies, controls, processes, and service delivery frameworks.
Incident Management & User Support
Extensive experience leading major incident management, root cause analysis, and service restoration activities.
Robust background in end-user support and service operations, ensuring effective triage, resolution, and customer experience.
Experience optimising service request, ticketing, and self-service processes through automation and continuous improvement.
Stakeholder & People Leadership
Proven ability to partner with senior leaders, technology teams, and business stakeholders to align service delivery with business objectives.
Strong communication and influencing skills, with experience managing executive escalations, incident communications, and organisational change.
Demonstrated experience leading, coaching, and developing high-performing service management teams.
Experience driving change management, continuous improvement, and adoption of new technologies including AI and automation.
Interested?
Let's chat!
At 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 Holdings, 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 Holdings without your consent.
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📌 Director Of It Service Delivery & Incident Management (Brisbane)
🏢 Compare The Market Pty
📍 Brisbane