Greenfield ITSM Lead - ITIL, ServiceNow & Change

Areti Professional; Sydney; Presencial; AUD 120.000 - 160.000; Jornada completa

Descripción de la vacante

Areti Professional is seeking an IT Service Management Specialist to own enterprise ITSM delivery, governance and continuous improvement. This greenfield opportunity focuses on service stability, operational efficiency, change management and customer experience within a large, ASX-listed organisation.

You will implement ITIL 4 based processes, collaborate with technology teams and vendors, and drive measurable improvements in service quality and governance.

Formación

• Experience with ITIL 4, COBIT or similar technology/service management frameworks.
• Experience with ServiceNow ITSM, particularly Incident, Service Request, Problem and Change Management.
• Experience with service reporting, ITSM governance and vendor performance management.
• Experience with end-user computing and enterprise technologies such as Microsoft Windows, Microsoft 365 and Azure is desirable.
• Experience implementing automation and process optimisation within an ITSM environment is highly desirable.
• Tertiary qualification in Information Technology, Business Systems or a related discipline.
• ITIL 4 certification is preferred, with Service Operations and Management Practices certifications highly desirable.

Responsabilidades

• Establish, manage and continuously improve enterprise ITSM processes, governance and controls.
• Own and oversee the end-to-end Incident and Service Request Management processes, ensuring timely resolution and high levels of customer satisfaction.
• Monitor operational performance, incident trends, service KPIs and SLA performance, identifying opportunities for improvement.
• Prioritise critical incidents and coordinate escalations to ensure timely restoration of services within agreed SLAs.
• Ensure incidents and service requests are appropriately logged, categorised, managed and resolved in accordance with ITIL 4 best practice.
• Identify recurring issues and work collaboratively with technical teams to reduce incident volumes and improve overall service stability.
• Own and manage the Problem Management lifecycle, ensuring underlying causes of recurring and major incidents are identified and addressed.
• Lead root cause analysis and ensure corrective actions are implemented to prevent recurring incidents.

Conocimientos

ITIL 4

Change management

Incident management

Problem management

Stakeholder management

Educación

Tertiary qualification in Information Technology or related

ITIL 4 certification

Herramientas

ServiceNow ITSM

Automation tools

Descripción del empleo

Areti Professional is seeking an IT Service Management Specialist to own enterprise ITSM delivery, governance and continuous improvement. This greenfield opportunity focuses on service stability, operational efficiency, change management and customer experience within a large, ASX-listed organisation.

You will implement ITIL 4 based processes, collaborate with technology teams and vendors, and drive measurable improvements in service quality and governance.