IT Service Manager — Hybrid ITIL Leader (Perth)

Infosys Limited; Sydney; Hybrid; AUD 129,000 - 142,000; Full time

Benefits offered by this job

Income Protection Insurance

Paid Parental and Volunteer leaves

Employee Assistance Program (EAP)

Hybrid working arrangements

Health Insurance Discount

Fitness and Gym Memberships

Salary packaging and novated leasing

Job summary

Infosys Limited in Perth, Australia seeks an experienced IT Service Manager to oversee, mature, and uplift the ITSM ecosystem for a major client. You will lead end-to-end ITSM across Incident, Problem, Change, Request Fulfilment, CMDB, SAM/HAM, and Service Performance governance, ensuring stability, reliability, and strong stakeholder engagement across business and technical teams.

The role requires senior ITIL capability, hands-on ServiceNow expertise, and ability to navigate multi-vendor

Qualifications

• 8–12+ years in IT Service Management, Service Delivery, or IT Operations leadership.
• Experience with Major Incident, Change, Problem, and Service Operations.
• Strong communication and governance skills.

Responsibilities

• Provide leadership of daily IT service operations across ITSM domains, ensuring stability and governance.
• Manage Incident and Major Incident processes end-to-end with clear RCA outcomes.
• Lead Problem Management with root cause analysis and remediation.
• Oversee Request Fulfilment processes and improve user experience and automation.
• Own Change Management, CAB leadership, risk assessments, and safe delivery of changes.
• Align Change Enablement with DevOps and automated delivery models.
• Define and report service performance metrics (SLAs/OLAs/KPIs).
• Conduct service reviews with vendors and business representatives for accountability.
• Lead Software Asset Management (SAM) and Hardware Asset Management (HAM).
• Own CMDB integrity and lifecycle management of CIs and service mapping.
• Drive operational readiness for transitions with runbooks and hypercare.
• Lead Knowledge Management and improve article quality and discoverability.
• Govern event and monitoring capability and integrate into incident workflows.
• Serve as ServiceNow process/product owner for ITSM/ITOM modules.

Skills

ITIL v4

IT Service Management

ServiceNow

Stakeholder mgmt

Vendor mgmt

Education

ITIL Foundation

ITIL MP desirable

Tools

ServiceNow

CMDB

Asset mgmt

Job description

Infosys Limited in Perth, Australia seeks an experienced IT Service Manager to oversee, mature, and uplift the ITSM ecosystem for a major client. You will lead end-to-end ITSM across Incident, Problem, Change, Request Fulfilment, CMDB, SAM/HAM, and Service Performance governance, ensuring stability, reliability, and strong stakeholder engagement across business and technical teams.

The role requires senior ITIL capability, hands-on ServiceNow expertise, and ability to navigate multi-vendor