Manager, IT Service Management - Digital Services

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

• 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.

Application Details

• Position Enquiries: Direct to Irene Marshall, Executive Director, Customer Service and Experience via [e-mail] 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 [e-mail].

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.