IT Service Management Officer | Customer‑Driven ITIL

Corporate Travel Management (CTM) Group; Sydney; On-site; AUD 90,000 - 115,000; Full time

Benefits offered by this job

Travel discounts

Perkbox benefits (retail, lifestyle,健康

Learning & development

Annual Volunteer Day

Flexible leave days

Job summary

CTM Sydney is seeking a Service Management Officer to support the delivery of high-quality IT services across the region. You will work with IT teams and stakeholders to ensure reliable services and a positive user experience, focusing on service lifecycle management and process improvements.

The role requires IT service management experience, ITIL familiarity, strong communication skills, and the ability to manage competing priorities in a dynamic environment.

Qualifications

• Experience in IT Service Desk, Service Management or similar role.
• Experience with ITIL or equivalent IT service management framework.
• Strong customer service and interpersonal skills with focus on positive user experiences.

Responsibilities

• Provide professional, responsive and customer-focused IT service and support.
• Support employees throughout the service lifecycle from request to resolution.
• Coordinate and monitor incidents, service requests and issues for timely outcomes.
• Maintain accurate service management data, records and documentation.
• Support IT service management processes in line with ITIL best practice.
• Collaborate with internal IT teams and stakeholders to deliver reliable services.
• Identify opportunities to improve processes, service delivery and the employee experience.
• Assist in vendor management and liaise with external providers as required.
• Ensure IT services and infrastructure meet CTM needs.

Skills

IT Service Desk

Service Management

ITIL

Customer service

Communication

Problem solving

Prioritization

Teamwork

Networks & security

Service desk tools

Vendor management

Education

Bachelor's degree in Information Technology/ Computer Science or related field

Tools

ITSM tools

Job description

CTM Sydney is seeking a Service Management Officer to support the delivery of high-quality IT services across the region. You will work with IT teams and stakeholders to ensure reliable services and a positive user experience, focusing on service lifecycle management and process improvements.

The role requires IT service management experience, ITIL familiarity, strong communication skills, and the ability to manage competing priorities in a dynamic environment.