IT Service Management Specialist - $140,000 base + super

Areti Professional; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

ITIL 4

Change management

Incident management

Problem management

Stakeholder management

Education

Tertiary qualification in Information Technology or related

ITIL 4 certification

Tools

ServiceNow ITSM

Automation tools

Job description

IT Service Management Specialist - $140,000 base + super

Greenfield ITSM | Governance | Continuous Improvement | Change Management

My client is a prestigious ASX-listed organisation seeking an experienced IT Service Management Specialist to take ownership of the delivery, governance and continuous improvement of enterprise-wide IT service management processes.

This is a greenfield opportunity where you will play a key role in establishing and maturing the organisation’s ITSM framework, with a strong focus on service stability, reliability, operational efficiency, change management and customer experience.

The successful candidate will bring proven commercial experience in establishing, improving and embedding core ITSM and ITIL processes, including service reporting, vendor performance management, incident and problem management, change governance, automation and process optimisation.

Reporting directly to the IT Service Delivery Lead, you will work closely with technology teams, business stakeholders and external service providers to ensure IT services are delivered effectively, changes are implemented with minimal disruption, and service quality and stability are maintained in line with agreed service levels and industry best practice.

This is a multifaceted role that will require you to operate across service operations, governance, continuous improvement and technology lifecycle management, while partnering with the business to deliver high-quality IT services and solutions.

Key Responsibilities

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.

Maintain the problem and known-error registers, ensuring workarounds, root causes and corrective actions are documented and communicated effectively.

Represent Service Delivery at Change Advisory Board (CAB) meetings, assessing change impacts, risks, dependencies and resource requirements.

Ensure changes are appropriately assessed, documented, approved, scheduled and implemented with minimal disruption to business operations.

Review change records, implementation plans, support documentation and rollback plans to ensure appropriate governance, controls and auditability.

Identify opportunities to introduce automation, innovation and process improvements to increase operational efficiency, reduce risk and improve service outcomes.

Develop and enhance service reporting, dashboards and performance metrics to provide meaningful insights to technology and business stakeholders.

Work collaboratively with vendors and service providers to monitor performance, manage service outcomes and drive continuous improvement.

Promote a culture of service excellence, accountability and continuous improvement across the technology function.

Demonstrated commercial experience managing and improving IT Service Management processes within a large, complex or enterprise environment.

Strong hands-on knowledge of ITIL / ITSM practices, particularly Incident, Request, Problem and Change Management.

Proven experience establishing or improving ITSM processes and governance frameworks within a greenfield or transformation environment.

Strong analytical, problem-solving and troubleshooting capabilities.

Demonstrated ability to identify operational issues, assess root causes and implement practical process improvements.

Strong stakeholder management and communication skills, with the ability to collaborate effectively across technology, business and vendor teams.

A proactive, results-oriented approach with a strong sense of ownership and accountability.

Ability to balance operational priorities with longer-term service improvement and transformation initiatives.

Experience developing and using service metrics, reporting and KPIs to drive performance and continuous improvement.

Experience & Qualifications

Experience working 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 working 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.

The Opportunity

This is an excellent opportunity for an experienced ITSM professional to join a highly regarded ASX-listed organisation and build and shape its IT service management capability from the ground up.

If you are passionate about service excellence, governance and continuous improvement, and enjoy creating practical ITSM frameworks that deliver measurable business outcomes, this role offers the opportunity to make a significant impact.