IT Service Manager

XPT Software Australia; Western Australia; On-site; AUD 150,000 - 230,000; Full time

Job summary

XPT Software Australia in Perth is seeking a highly capable IT Service Manager with a strong ITSM background and 15 years of experience to oversee, mature and continuously improve the IT service management ecosystem for our major client.

You will provide end-to-end leadership across Incident & Major Incident, Problem Management, Change Enablement, Request, Knowledge, Governance, Monitoring & Event, and Service Performance Management, ensuring stability and stakeholder satisfaction.

Qualifications

• Extensive ITSM leadership with 15+ years of experience.
• Strong ITIL expertise across incident, problem, change, and knowledge management.
• Hands-on familiarity with ServiceNow or similar enterprise platforms; admin knowledge advantageous.
• Ability to influence across multi-vendor environments and drive continuous improvement.

Responsibilities

• Oversee, mature and continuously improve the ITSM ecosystem for a major client.
• Lead Incident and Major Incident Management, Problem Management, Change Enablement, and Request Management.
• Drive Service Operations Governance, Monitoring and Event Management, and Service Performance Management.
• Ensure stability, reliability, and stakeholder satisfaction; promote continual service improvement.
• Provide operational leadership across business and technology teams.

Skills

IT service management

ITIL

Leadership

Stakeholder management

Communication

ServiceNow

Tools

ServiceNow

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.