ITSM & Continuous Process Improvement Lead

Bapcor; City of Melbourne; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Diverse career opportunities within B

Job summary

Bapcor, an ASX-listed leader in automotive aftermarket brands, seeks an ITSM & Continuous Process Improvement Lead in Melbourne. You will own the ServiceNow ITSM platform, drive maturity and governance, and partner with technology and business teams to elevate service delivery across the group.

You will champion automation, design scalable processes, and lead cross-functional initiatives that improve customer experiences while reporting to the GM Technology Operations.

Qualifications

• 7+ years in ITSM/IT operations or continuous improvement roles.
• Experience with ITIL processes (Incident, Problem, Change, Knowledge) is preferred.
• Strong ServiceNow experience, ideally Product Owner/Platform Owner.
• ITIL 4 or 5 certification (or equivalent).
• Experience developing ITSM processes across Incident, Problem, Change, Request and Knowledge.
• Strong workflow design, automation and service optimisation knowledge.
• Excellent stakeholder engagement and communication skills.
• Strong analytical and problem-solving capability with a customer-first mindset.

Responsibilities

• Own and manage Bapcor's ITSM platform (ServiceNow), including roadmap development, backlog prioritisation, enhancements, governance and continuous improvement.
• Drive the uplift of ITSM maturity by establishing, maintaining and improving service management processes, procedures and governance frameworks.
• Lead continuous improvement initiatives that streamline workflows, increase automation and improve service delivery outcomes.
• Partner with Technology teams and stakeholders to identify opportunities for improved efficiency, productivity and customer experience.
• Oversee ServiceNow reporting, dashboards and performance metrics, ensuring actionable insights are available across the Technology function.
• Work closely with ServiceNow partners and vendors to deliver system enhancements, upgrades, integrations and new capabilities.
• Develop and maintain process documentation, training materials and knowledge resources to support adoption and capability uplift.
• Champion innovation by leveraging automation, integrations and emerging technologies to enhance service management outcomes.

Skills

ITSM

Service Delivery

Stakeholder Engagement

Process Improvement

Automation

ServiceNow

Analytical Thinking

Communication Skills

Education

ITIL 4/5 Certification

Tools

ServiceNow

Job description

ITSM & Continuous Process Improvement Lead

• Full-time

You may not have heard of Bapcor, but you will know our brands.

Our businesses – including Burson, Autobarn, Midas, Truckline, BNT and JAS – are inside cars, on four-wheel drives and all over trucks.

We are an ASX listed company whose business spans the end-to-end aftermarket supply chain covering trade, retail, networks and service.

In joining our team, you’ll be welcomed into a supportive business with more than900 locations and 5,000 team members across Australia, New Zealand and Thailand.

We are committed to creating a safe, inclusive environment where our people can thrive and do their best work.

We’re also passionate about our delivering for our customers, and living our values of:

• We do the right thing
• We are in it together
• We give a damn

We are seeking an experienced ITSM & Continuous Process Improvement Lead to play a critical role in driving service delivery excellence across Bapcor's Technology function.

Reporting to the GM Technology Operations, this role will own the evolution of our IT Service Management capability, with a strong focus on ServiceNow, process optimisation, automation, service excellence and continuous improvement.

Acting as the Product Owner for ServiceNow, you will partner closely with Technology leaders, operational teams, service providers and business stakeholders to improve service delivery, uplift ITSM maturity and embed scalable, efficient ways of working.

This is an ideal opportunity for someone who combines deep ITSM expertise with a passion for process improvement, automation and delivering outstanding customer experiences.

Key Responsibilities

• Own and manage Bapcor's ITSM platform (ServiceNow), including roadmap development, backlog prioritisation, enhancements, governance and continuous improvement.
• Drive the uplift of ITSM maturity by establishing, maintaining and improving service management processes, procedures and governance frameworks.
• Lead continuous improvement initiatives that streamline workflows, increase automation and improve service delivery outcomes.
• Partner with Technology teams and stakeholders to identify opportunities for improved efficiency, productivity and customer experience.
• Oversee ServiceNow reporting, dashboards and performance metrics, ensuring actionable insights are available across the Technology function.
• Work closely with ServiceNow partners and vendors to deliver system enhancements, upgrades, integrations and new capabilities.
• Develop and maintain process documentation, training materials and knowledge resources to support adoption and capability uplift.
• Champion innovation by leveraging automation, integrations and emerging technologies to enhance service management outcomes.

You are a highly motivated ITSM professional who thrives on improving processes, driving change and enabling high-performing service teams.

You will bring:

• 7+ years' experience in IT Service Management, Service Delivery, IT Operations, LEAN or Continuous Improvement roles.
• Proven experience improving ITSM maturity and implementing service improvement initiatives.
• Strong ServiceNow experience, ideally as a Product Owner, Platform Owner or Process Lead.
• ITIL 4 or 5 certification (or equivalent).
• Experience developing ITSM processes across Incident, Problem, Change, Request and Knowledge Management disciplines.
• Strong understanding of workflow design, automation and service optimisation.
• Excellent stakeholder engagement and communication skills.
• Strong analytical and problem-solving capability with a customer-first mindset.

Highly Regarded

• Experience leading ServiceNow enhancements, integrations and platform governance.
• Experience within enterprise-scale or multi-site environments.
• Exposure to Lean, Continuous Improvement or Process Excellence methodologies.

At Bapcor, we focus on what matters most for our customers, team members and the communities we serve.

We go the extra mile to get the job done and always live our values.

In joining our team, you can access:

• Diverse career opportunities within the Bapcor Group
• Discounts across Bapcor products and services, including our Retail and Trade brands
• Industry leading policies to support your work/ life balance (gender neutral parental leave, purchase leave, volunteer leave etc)
• Paid birthday leave
• Novated leasing and more

We pride ourselves on our inclusive work environment, and encourage applications from people of all ages, cultures, gender identity, abilities and backgrounds, providing a recruitment experience that’s fair, free from bias and accessible. If you need to inquire about reasonable accommodation for the application process, please email [emailprotected]

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