- Exciting opportunity to join SA’s iconic RAA
- Full-time permanent position based in new offices in Adelaide
- Play a critical role in shaping and improving IT Service Management The Role

At RAA, we're committed to delivering exceptional technology services that support our people, business and members. We're looking for an experienced Service Management Lead to drive continual improvement across our IT Service Management practices and help ensure our services are delivered efficiently, consistently and effectively.

Reporting to the Manager, Service Delivery, you'll lead key ITSM practices including Change, Incident, Major Incident, Problem, Asset and Configuration Management, while partnering with stakeholders across the business to improve service outcomes and operational performance.

What you'll do

- Lead and continuously improve IT Service Management practices across the organisation.
- Drive Change Management governance and process adoption.
- Coordinate Major Incident Management activities and post-incident reviews.
- Lead and govern Asset and Configuration Management, ensuring data quality supports decision-making.
- Gather requirements and support enhancements to the ServiceNow platform.
- Develop service performance reporting that delivers insights and recommendations to senior leaders.
- Identify opportunities to improve processes, efficiency and service delivery.
- Build strong relationships with stakeholders across Technology and the broader business.

About You You'll be a highly organised and proactive service management professional who enjoys improving processes and driving positive outcomes.

To be successful, you'll bring:

- Minimum 3 years experience in IT Service Management or Service Delivery.




- Strong understanding of ITIL service management practices.
- Hands-on ServiceNow administration experience (essential).
- Experience supporting Change, Incident and Problem Management processes.
- Solid stakeholder engagement and communication skills.
- A continuous improvement mindset with excellent attention to detail.
- The ability to manage multiple priorities and work autonomously.

Highly regarded

- ITIL 4 Foundation Certification.
- ServiceNow Administrator Certification.
- Tertiary qualification in IT, Business Information Systems or a related field.
- Exposure to AI-enabled ITSM capabilities such as ServiceNow Now Assist or Virtual Agent.

At RAA, you'll join an organisation that's committed to innovation, collaboration and delivering great outcomes for our members while providing opportunities for professional growth and development. If you're passionate about service management and continuous improvement, we'd love to hear from you.

About us

Established in 1903, RAA has grown up alongside South Australia - and for more than 120 years, the community has trusted us to have their back. Known for our iconic road service and insurance, we now support over 840,000 members across travel, solar and battery solutions, EV charging and more. And we don’t just deliver services, we stand up for what matters, advocating for safety,



wellbeing and a stronger future for our state.

Our purpose is simple: be better for our members and better for our community. Guided by our values — Member Obsessed, Doing the Right Thing, Delivering Together and Courageously Challenging. We’re one of SA’s most trusted brands and largest employers. We’re on a mission to be the #1 employer of choice, creating an inclusive, supportive workplace where our people feel empowered to make a real difference, every day.

Benefits

We believe in rewarding our people for the work they do. As part of the RAA team, you'll enjoy:

- Free RAA premium road service
- Access to our RAA Rewards Program
- Generous discounts on all RAA products
- Flexible work arrangements
- Ongoing Training & Development opportunities and a Study Support Program
- Wellbeing facilities and Corporate Health Insurance Plan

How to apply To be part of something bigger and work for a passionate South Australian organisation with members at heart click ‘Apply’ to submit your application by 9.00am Monday 9th November 2026.

If there's anything you need from us to support you through this process, just email [email protected] with Service Management Lead in the subject line

You'll need to provide evidence of your eligibility to work in Australia and we'll also need you to undertake a police check before you can work with us at RAA.

We're committed to a diverse, inclusive workplace where everyone is valued for their unique contributions. We welcome applications from people of all ages and backgrounds, including people living with disability, First Nations Peoples, LGBTIQA+ community members, and people from culturally diverse backgrounds.

📌 Service Management Lead (Adelaide)
🏢 RAA
📍 Adelaide