IT Service Management Lead | ServiceNow & ITIL Expert

RAA; Adelaide; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Free RAA premium road service

Rewards program access

Generous discounts on RAA products

Flexible work arrangements

Training & Development opportunities

Wellbeing facilities & CorporateHealth

Job summary

RAA in Adelaide is seeking an experienced Service Management Lead to drive continual improvement across ITSM, including Change, Incident, Major Incident, Problem, Asset and Configuration Management. Reporting to the Manager, Service Delivery, you will lead ITSM practices, partner with stakeholders, and ensure services are delivered efficiently and effectively.

This is a full-time role based in our new Adelaide offices, offering opportunities to shape service outcomes and support our members

Qualifications

• 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.
• Strong stakeholder engagement and communication skills.
• A continuous improvement mindset with excellent attention to detail.
• The ability to manage multiple priorities and work autonomously.

Responsibilities

• 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.

Skills

ITIL practices

ServiceNow admin

Change management

Incident management

Problem management

Stakeholder engagement

Continuous improvement

Autonomous work

Education

Tertiary qualification in IT or related field

Tools

ServiceNow Platform

Job description

RAA in Adelaide is seeking an experienced Service Management Lead to drive continual improvement across ITSM, including Change, Incident, Major Incident, Problem, Asset and Configuration Management. Reporting to the Manager, Service Delivery, you will lead ITSM practices, partner with stakeholders, and ensure services are delivered efficiently and effectively.

This is a full-time role based in our new Adelaide offices, offering opportunities to shape service outcomes and support our members