Manager Service Management

Downer; City of Melbourne; On-site; AUD 180,000 - 240,000; Full time

Benefits offered by this job

ASX-listed company

Parental leave

Employee Assistance Program

Diversity and inclusion

Flexible wellbeing support

Corporate benefits

Job summary

Downer seeks an experienced Manager Service Management to lead the day-to-day function across Group Technology. You will drive ITIL-aligned processes, incident and problem management, and governance while partnering with platform teams, suppliers and business units to ensure reliable IT services.

You will develop a high-performing team, manage supplier performance, and continuously improve service delivery to support business outcomes in a large, complex enterprise.

Qualifications

• Bachelor's degree in information technology or related field, or equivalent experience.
• ITIL v4 Foundation certification is mandatory; other ITIL certifications are desirable.
• 5+ years IT service management experience, with 2-3 years in leadership roles delivering to SLAs.
• Proven ability to lead across incident, major incident, problem and service operations.
• Strong supplier performance management and governance in complex environments.
• Experience with ServiceNow or similar ITSM platforms and reporting.

Responsibilities

• Lead the operational Service Management function to meet SLAs and KPIs.
• Drive adoption of an ITIL-aligned service management framework across groups.
• Develop and lead a high-performing team across service operations and performance.
• Escalate during major incidents and coordinate internal teams and suppliers to restore services.
• Manage supplier performance and remediation of issues; ensure accountability.
• Oversee service performance reporting, RCAs and post-incident reviews.
• Partner with Enterprise Service Management and ServiceNow teams to support delivery.
• Establish governance practices for stability and continuous improvement.
• Drive customer satisfaction through stakeholder engagement and service metrics.
• Champion innovation and new tools/processes to improve outcomes.

Skills

Stakeholder management

Leadership

Incident management

Problem management

Service operations

Vendor & supplier management

Analytics & reporting

Education

Bachelor's degree in IT

ITIL certification (v4 Foundation minimum)

Tools

ServiceNow

Job description

Influence enterprise-wide service delivery and help shape a customer-centric technology services culture.

We are excited to offer an exceptional opportunity for an experienced and people-focused Manager Service Management to join Downer's Group Technology team.

This role is suited to service management professional who thrives in a fast-paced and complex technology environment and is passionate about delivering reliable, customer-focused IT services that enable business success.

Reporting to the GM Strategy & Enablement, you will lead the day-to-day Service Management function across Group Technology, ensuring services are delivered consistently, reliably and in line with agreed service levels. You will be responsible for driving operational excellence across major incident management, problem management, service operations, service performance and service foundations while leading a high-performing internal team.

Working closely with platform and engineering teams, ServiceNow, Vendor & Commercial stakeholders, suppliers and Business Unit IT teams, you will drive service quality, continual improvement and operational maturity across the organisation. You will play a critical role in ensuring service disruptions are effectively managed, root causes are addressed and suppliers are held accountable for delivering strong service outcomes.

This role offers the opportunity to influence how technology services are delivered across a large and complex enterprise while helping shape a customer-centric and high-performing service culture.

This position can be based in North Ryde (Sydney), Milton (Brisbane), or Collins Street (Melbourne).

About the Role

In this role you will:

• Lead the operational Service Management function, ensuring incident, major incident, problem, service request and change activities are delivered to agreed SLAs and KPIs.
• Drive the adoption and continuous improvement of a mature ITIL-aligned service management framework across Group Technology and key service partners.
• Lead and develop a high-performing team across service operations, major incident management, problem management, service performance and service foundations.
• Act as a key escalation point during major incidents, coordinating internal teams and suppliers to restore business services as quickly as possible.
• Manage supplier performance and hold service providers accountable for service delivery, SLA achievement and remediation of performance issues.
• Oversee service performance reporting, Post Incident Reviews and Root Cause Analysis activities, ensuring recommendations are implemented and measurable improvements are achieved.
• Partner closely with the Enterprise Service Management and ServiceNow teams to ensure technology platforms effectively support operational service management requirements.
• Establish and maintain strong governance practices that promote service stability, operational transparency and continuous improvement.
• Drive customer satisfaction through proactive stakeholder engagement, service performance measurement and ongoing enhancement of service delivery practices.
• Champion innovation and service excellence through the adoption of new tools, processes and ways of working that improve customer outcomes and operational effectiveness.
• Foster a culture of accountability, collaboration, learning and continuous improvement across the Service Management team.
• This is a highly visible leadership role where you will contribute to the ongoing maturity of Downer's technology services while ensuring strong operational execution and service outcomes.

Our Ideal Candidate

You are an experienced service management leader who combines strong operational discipline with excellent stakeholder engagement and people leadership skills. You are calm under pressure, customer-focused and passionate about driving service excellence.

You bring:

• Bachelor's degree in information technology, computer science or a related field, or equivalent relevant experience.
• ITIL certification is mandatory(ITIL v4 Foundation as a minimum; intermediate / managing professional certification highly desirable).
• Minimum 5+ years' experience in IT service management, with at least 2-3 years in a service management / service delivery leadership role, delivering services to agreed SLAs and holding suppliers accountable for service performance.
• Demonstrated experience leading service management functions across incident, problem, major incident and service operations disciplines.
• Strong experience managing supplier performance and holding service providers accountable for SLA and operational outcomes.
• Experience working within complex enterprise environments supporting critical business services.
• Strong knowledge and practical application of ITIL service management principles and best practices.
• Experience with ServiceNow or similar ITSM platforms, working closely with platform teams to support operational service delivery.
• Proven capability in service performance reporting, continual service improvement and operational governance.
• Strong stakeholder management skills with the ability to build trusted relationships across business, technology and supplier groups.
• Excellent communication and leadership skills with the ability to coordinate teams and make decisions during major incidents and high-pressure situations.
• Strong analytical and problem-solving capability with experience identifying root causes and driving sustainable service improvements.
• You are recognised for building high-performing teams, creating strong customer-focused cultures and driving continuous improvement that delivers measurable service outcomes.

Benefits Of Working with Downer

• Work with an ASX-listed company, working with market leaders.
• Grow your career with us through personal and professional development and continuous learning:
• Access to professional memberships and industry networks
• Be part of a team that cares, with support that is flexible around employee wellbeing needs:
• Parental leave
• Employee Assistance Program
• Programs promoting diversity and inclusion
• A range of corporate benefits, including:
• Discounted services (car hire, hotels, insurance, retail stores, gyms)

Why Downer?

As a trusted name in infrastructure, transport, facilities management, and construction, Downer is committed to delivering projects that create a lasting, positive legacy.

We're committed to building a team that reflects the diverse communities we serve, and we welcome people of all ages, genders, sexual orientations, cultures, abilities, and lived experiences. We especially encourage applications from those whose voices have traditionally been underrepresented in our industry, including women, Aboriginal and Torres Strait Islander Peoples, Māori and Pasifika Peoples, veterans, people with disability, and neurodivergent individuals.

As a WORK180 Endorsed Employer, we support flexibility that works for your life, inclusive leadership that values your voice, and equitable access to opportunity so you can do your best work and bring your whole self to it.