IT Service Manager

XPT Software; Western Australia; On-site; AUD 170,000 - 210,000; Full time

Job summary

XPT Software in Perth is seeking an IT Service Manager with extensive ITSM experience to lead and mature the service management ecosystem for a major client. You will own Incident, Problem, Change, and Knowledge Management, driving continual service improvement and stakeholder value.

The role requires strong ITIL expertise and hands-on familiarity with enterprise platforms such as ServiceNow. ServiceNow administration knowledge is a plus, and you will influence across multi-vendor environments.

Job description

Description: We are seeking a highly capable and experienced IT Service Manager with a strong Service Management background and 15 years of experience to oversee, mature, and continuously improve the IT service management ecosystem for one of our major clients based in Perth. This role provides end-to-end leadership across core ITSM functions including Incident & Major Incident Management, Problem Management, Change Enablement, Request Management, Knowledge Management, Service Operations Governance, Monitoring & Event Management, and Service Performance Management.

You will act as the operational leader for IT service delivery, ensuring stability, reliability, stakeholder satisfaction, and continual service improvement across business and technology teams. The role requires strong ITIL expertise, operational leadership experience, and hands-on familiarity with enterprise service management platforms such as ServiceNow. ServiceNow administration knowledge is advantageous but not mandatory.

This position requires a service-oriented leader with excellent communication skills, the ability to influence across multi-vendor environments, and a passion for driving operational excellence and business value.