ITSM Leader: Service Excellence & Automation

Western Sydney; Sydney; Hybrid; AUD 140,000 - 149,000; Full time

Benefits offered by this job

Staff benefits

Health & wellbeing

Onsite childcare

Job summary

Western Sydney University invites applications for a senior ITSM leader to drive enterprise IT service management across the university. You will steer strategic planning, delivery and continuous improvement of ITSM practices to enhance resilience, performance and user experience.

The role reports to the Executive Director, Customer Service & Experience and oversees lifecycle processes including incident, problem, change, transition, asset, configuration and knowledge management.

Qualifications

• Tertiary qualifications in Information Technology, Business or a related discipline, or equivalent experience.
• Extensive IT service management leadership experience within a complex enterprise environment.
• Demonstrated expertise in ITIL or equivalent frameworks, including the implementation and optimisation of ITSM processes.
• Strong leadership, stakeholder engagement and change management capabilities across diverse teams.
• Proficiency with ServiceNow or an equivalent service management platform, supported by knowledge of CMDBs, reporting tools, DevOps and Agile methodologies.

Responsibilities

• Lead the strategic planning, delivery and continuous improvement of enterprise IT service management practices.
• Oversee incident, problem, change, transition, asset, configuration and knowledge management.
• Strengthen service catalogues, service level agreements and operating level agreements; coordinate major incidents and high-impact service transitions.
• Use service data, dashboards and user feedback to improve performance and guide decisions.
• Collaborate across technical, academic and professional teams to advance self-service, automation and enterprise service management.

Skills

ITSM leadership

ITIL expertise

ServiceNow

Stakeholder engagement

DevOps & Agile

Education

Bachelor's degree in IT or related discipline

Tools

ServiceNow

CMDB tools

Job description

Western Sydney University invites applications for a senior ITSM leader to drive enterprise IT service management across the university. You will steer strategic planning, delivery and continuous improvement of ITSM practices to enhance resilience, performance and user experience.

The role reports to the Executive Director, Customer Service & Experience and oversees lifecycle processes including incident, problem, change, transition, asset, configuration and knowledge management.