About Us:
Infosys is a global leader in next-generation digital services and consulting. Over 320,000 of our people work to amplify human potential and create the next opportunity for people, businesses and communities. We enable clients in 59 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.
Visit www.infosys.com to see how Infosys (NYSE: INFY) can help you navigate your next.
Recognized as the #1 Top Employerin Australia for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI‑first organization, we empower our people to work on next‑generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence.
Join Infosys and be part of a culture that’s not just promised—it’s certified. #TopEmployer2026 #ThriveAtInfosys
Role Description: Are you passionate about leading transformative technology strategies? We’re looking for a IT Service Manager to join our team
Role Description : Looking for Service Management Lead - ITSM
Location: Perth, Australia
Salary: AUD 129,311 – 142,018 Annual Gross
Please Note:



- The above salary range is only indicative and maybe subject to suitable enhancements, based on internal company processes
Flexible working arrangements (hybrid, reviewed case-by-case basis). Feel free to connect with your recruiter to learn more about how this works in practice.

About the Role

We are seeking a highly capable and experienced IT Service Manager to oversee, mature, and continuously uplift the IT service management ecosystem for one of our major clients based in Perth. This role provides end-to-end leadership across core ITSM functions including Incident & Major Incident, Problem, Change, Request Fulfilment, Knowledge, Configuration Management (CMDB), Software & Hardware Asset Management, Event/Monitoring, and Service Performance Governance (SLAs/OLAs/KPIs). You will act as the operational owner of IT service delivery, ensuring stability, reliability, and robust stakeholder engagement across business and technical teams. The role requires senior-level ITIL capability, operational leadership experience, and strong hands-on knowledge as a ServiceNow expert/power user. ServiceNow administration capability is considered a valuable advantage but not mandatory. This position requires a service-oriented leader with exceptional communication skills, the ability to navigate multi‑vendor environments, and a passion for continual improvement and operational excellence.

Key Responsibilities





- Provide leadership of daily IT service operations across all ITSM domains, ensuring services remain stable, reliable, and effectively governed.
- Manage Incident and Major Incident processes end-to-end, ensuring quick restoration, high-quality communication, collaboration across resolver groups, and detailed RCA outcomes.
- Lead Problem Management initiatives including root cause analysis, trend assessment, and implementation of permanent remediation strategies.
- Oversee Request Fulfilment processes, catalogue structure, workflow alignment, and improvements to user experience and automation.
- Own and govern Change Management including CAB leadership, risk and impact assessments, and ensuring changes are delivered safely and with minimal disruption.
- Align Change Enablement practices to DevOps and automated delivery models where appropriate.
- Define, report, and present service performance metrics such as SLAs, OLAs, KPIs, MTTR, service trends, and health indicators to stakeholders.
- Conduct regular service reviews with vendors, technical leads, and business representatives, ensuring operational accountability and service transparency.
- Lead and govern Software Asset Management (SAM) and Hardware Asset Management (HAM), including lifecycle operations, compliance checks, procurement alignment, and inventory processes.
- Own CMDB integrity, data quality, lifecycle management of CIs, discovery alignment, and service mapping accuracy.
- Drive operational readiness activities for transitions, ensuring support models, runbooks, monitoring coverage, and hypercare structures are in place and effective.
- Lead Knowledge Management uplift including

📌 Service Management Lead (Sydney)
🏢 Infosys
📍 Sydney