Manager, IT Service Management - Digital Services

Western Sydney University; Richmond; On-site; AUD 140,000 - 149,000; Full time

Benefits offered by this job

Salary sacrifice options for onsite/​p

Onsite parking

Novated motor vehicle leasing

Free Employee Assistance Program

Fitness Passport membership

Discounted private health cover

Onsite childcare with discounted fees

Job summary

Western Sydney University seeks a Manager, IT Service Management - Digital Services to lead enterprise ITSM across the university. You will oversee incident, problem, change, transition, asset, configuration and knowledge management while driving self-service and automation.

The role reports to senior leadership with a focus on service excellence and user experience. Parramatta South campus offers flexible working arrangements; the position is full-time and ongoing at HEW Level 9, with a salary

Qualifications

• Extensive ITSM leadership experience within a complex enterprise.
• Expertise in ITIL or equivalent and ITSM process optimisation.
• Proficiency with ServiceNow or similar platforms; CMDBs and reporting tools knowledge.
• Strong leadership, stakeholder engagement and change management capabilities.

Responsibilities

• Lead enterprise ITSM practices aligned with objectives and user experience goals.
• Oversee incident, problem, change, transition, asset, configuration and knowledge management.
• Strengthen service catalogs, SLAs and OLAs; coordinate major incidents and service transitions.
• Drive self-service, automation and governance while managing risk.

Skills

ITSM leadership

Stakeholder engagement

Change management

ITIL expertise

Agile methodologies

DevOps awareness

Education

Tertiary qualifications in IT/Business or related discipline

Tools

ServiceNow

CMDBs

Reporting tools

Job description

Manager, IT Service Management - Digital Services

• Full-time, ongoingposition at HEW Level 9.
• Parramatta Southcampus with flexible working arrangements.
• Salary: $139,747 – $149,238 per annum, plus 17% Super and Leave Loading.

Lead enterprise IT service management to improve resilience, performance and user experience across the University.

The Opportunity You will lead the strategic planning, delivery and continuous improvement of enterprise IT service management practices across the University. Reporting to the Executive Director, Customer Service & Experience, you will ensure that ITSM frameworks, processes and platforms support service excellence, operational resilience and user satisfaction.

You will oversee incident, problem, change, transition, asset, configuration and knowledge management. You will strengthen service catalogues, service level agreements and operating level agreements, while coordinating responses to major incidents and high-impact service transitions.

You will use service data, dashboards and user feedback to improve performance and guide decisions. Working across technical, academic and professional teams, you will advance self-service, automation and enterprise service management capabilities while maintaining effective governance and risk controls.

What Success Looks Like:

• Deliver integrated ITSM practices aligned with strategic objectives, service standards and user experience goals.
• Improve service quality and operational efficiency through effective frameworks, policies, metrics and governance.
• Strengthen service catalogues, SLAs, OLAs, self-service and automation capabilities.
• Coordinate major incident and change responses with clear accountability and stakeholder communication.
• Build a collaborative, high-performing service management function with strong professional capability.

Please refer to the Position Description for full details.

About You

• 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, with the ability to influence across diverse teams.
• Proficiency with ServiceNow or an equivalent service management platform, supported by knowledge of CMDBs, reporting tools, DevOps and Agile methodologies.

Benefits We invest in the people who make our mission possible. Alongside a rewarding career, we offer a range of benefits designed to support your financial, personal and family wellbeing.

• Financial benefits: Access to staff-only products and offers with selected banking partners, salary sacrifice options for onsite parking, and novated motor vehicle leasing.
• Health and wellbeing support: Free Employee Assistance Program (EAP), complimentary annual flu vaccination, eligibility for Fitness Passport membership, and access to discounted private health cover.
• Onsite childcare:Long day care and early learning services operate at our Campbelltown, Hawkesbury, Parramatta, and Penrith campuses. Staff may be eligible for discounted fees and salary packaging, with places subject to centre capacity.
• Position Enquiries: Direct to Irene Marshall, Executive Director, Customer Service and Experience via **********@westernsydney.edu.au.Please include the job reference code REF473F
• Closing Date: 11:59pm, Sunday 1st November 2026
• Working Rights: You must provide evidence of full-time working rights in Australia at application.

Belonging at Western We are committed to substantive equality as outlined in our Equal Opportunity Policy. We actively encourage applications from Indigenous Australians, candidates of all gender identities and expressions, people of all abilities, and those from culturally and linguistically diverse backgrounds.

For Reasonable Adjustments during the application process, please contact ***************@westernsydney.edu.au.

About Western This is your opportunity to be part of something bigger. By joining Western Sydney University, you become a valued member of our community. As our region changes, so too does our university. Western is boldly different, energetic, global, diverse, dynamic, and youthful.

Our mission is to deliver student success, impactful research, and stronger communities. As part of our team, you will have a stake in shaping the future of education, broadening horizons, and changing lives. Making a difference starts at Western.

For the latest please visit our website and LinkedIn.

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