ITSM Lead — Hybrid, ServiceNow & Service Delivery

Infosys Limited; Western Australia; 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 and Well‑be‑

Well‑being Program

Fitness and Gym Memberships

Salary packaging and novated leasing

Job summary

Infosys Limited is seeking an IT Service Manager to lead transformative technology strategies from Perth, Australia. The role emphasizes ITSM governance, incident and problem management, and ServiceNow oversight within a hybrid work model.

You will drive continuous improvement, partner with vendors, and ensure delivery against SLAs and OLAs while managing asset and change processes in a global AI-enabled services environment.

Qualifications

• 8–12+ years of IT Service Management or IT Operations leadership experience.
• Experience managing multiple ITIL v4 practices including Major Incident, Change, Problem, and Service Operations.
• Hands-on ServiceNow expertise across ITSM/ITOM modules; admin capability is a plus.

Responsibilities

• Provide leadership of daily IT service operations across ITSM domains, ensuring stability and governance.
• Manage Incident/Major Incident processes end-to-end with quick restoration and RCA outcomes.
• Lead Problem Management with root cause analysis and permanent remediation strategies.
• Oversee Request Fulfilment, workflow alignment, and user experience improvements.

Skills

ITSM Leadership

ITIL v4 Foundation

ServiceNow ITSM/ITOM

CMDB Governance

SAM/HAM

Stakeholder Engagement

Vendor Management

KPI Dashboards

Data-driven CSI

Tools

ServiceNow

Job description

Infosys Limited is seeking an IT Service Manager to lead transformative technology strategies from Perth, Australia. The role emphasizes ITSM governance, incident and problem management, and ServiceNow oversight within a hybrid work model.

You will drive continuous improvement, partner with vendors, and ensure delivery against SLAs and OLAs while managing asset and change processes in a global AI-enabled services environment.