IT Services Lead - Client Experience & Service Delivery

Insurance Commission of WA; Western Australia; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Work from home

Career development

Salary packaging

Onsite gym and wellness facilities

End-of-trip facilities

Job summary

The Insurance Commission of Western Australia is seeking a Client Services Manager to lead the delivery of secure, reliable ICT services and to place customer needs at the centre of service design and continuous improvement. You will manage IT operations, end-user computing, and incident/change management, building trusted stakeholder relationships across the organisation.

As part of the IT Services function, you will guide service performance, enable business objectives, and foster a culture of

Qualifications

• Leading ICT services in a complex organisation.
• Mentoring multidisciplinary teams with accountability.
• ITIL-based service management practices applied.
• Managing service performance via SLAs and KPIs.
• Building stakeholder, vendor and service provider relationships.
• Engaging with stakeholders at all levels of the organisation.
• Using enterprise service management platforms (e.g., ServiceNow).
• Relevant tertiary qualification or equivalent certification.

Responsibilities

• Oversee end-to-end ICT service management including IT operations and user lifecycle services.
• Lead multidisciplinary ICT support teams and drive customer-centric service design.
• Translate customer needs into meaningful service improvements and decisions.
• Foster relationships with stakeholders and service partners to enable strategic objectives.

Skills

ITIL

ServiceNow

Leadership

Stakeholder mgmt

ITSM

Financial management

Education

Tertiary qualification

Job description

The Insurance Commission of Western Australia is seeking a Client Services Manager to lead the delivery of secure, reliable ICT services and to place customer needs at the centre of service design and continuous improvement. You will manage IT operations, end-user computing, and incident/change management, building trusted stakeholder relationships across the organisation.

As part of the IT Services function, you will guide service performance, enable business objectives, and foster a culture of