Manager - Service Management - Cloud

Interactive; Australia; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Free onsite barista

Personalised development plans

Staff benefits and partner discounts

Job summary

Interactive, an award-winning IT services provider in Australia, seeks an experienced Manager of Service Management to lead the governance and continuous improvement of incident, request, problem, configuration, and change management functions. This senior leadership role requires building exceptional teams, enhancing customer outcomes, and championing automation and AI adoption.

Located in Melbourne or Sydney, the position offers a collaborative environment focused on development,

Qualifications

• Extensive leadership experience in service management within a managed services environment.
• Proven success in leading high-performing teams operationally.
• Strong expertise in Incident, Request, Problem, Configuration, and Change Management.

Responsibilities

• Lead core service management functions across a managed services environment.
• Drive major incident response and communications.
• Deliver a continuous service improvement roadmap.

Skills

Service Management leadership

Operational excellence

Stakeholder management

ITIL certification

ServiceNow experience

Automation

Process improvement

Digital transformation

Job description

461 Williamstown Rd, Port Melbourne VIC 3207, Australia •

39 Herbert St, St Leonards NSW 2065, Australia

Posted Wednesday 5 August 2026 at 2:00 pm | Expires Monday 7 September 2026 at 1:59 pm

Experienced people leader with a track record of service excellence in a managed services environment.

• Exposure tocutting-edgetechnologies and enterprise environments.
• Provide leadership, guidance, and mentoring.
• Melbourne or Sydney location.

Interactive is an Australian end-to-end award-winning IT services provider.We'rea trusted technology partner, that include some of Australia's biggest and most well-known brands, and we deliver an integrated suite of managed and professional services.

We’re looking for an experienced Manager, Service Management to lead the governance, delivery and continuous improvement of our Incident, Request, Problem, Configuration and Change Management functions. This role will also include the accountability for our managed Service Desk capability.

This is a senior operational leadership role whereyou’llbuild capable teams, strengthen customer outcomes and help create simpler,smarterand more consistent ways of working.You’llchampion continuous improvement, responsible AI adoption,automationand collaboration across Interactive to deliver a seamless customer experience.

Some of the key thingsyou’lldo:

• Lead core Service Management functions across a managed services environment.
• Ensure customer, contractual and operational service levels are consistently achieved.
• Drive major incident response,communicationsand post-incident improvements.
• Own and deliver a continuous service improvement roadmap.
• Champion automation, AIadoptionand process optimisation initiatives.
• Collaborate across business units to enhance customer outcomes and service delivery.
• Build trusted stakeholder relationships and provide meaningful service performance insights.

Whatwe’relooking for:

• Extensive Service Management leadership experience within a managed services environment.
• Proven success leading high-performing teams in anoperational setting.
• StrongexpertiseacrossIncident,Request,Problem, Configuration and Change Management.
• ITIL certified with practical experience applying ITIL best practices.
• Hands-on experience with ServiceNow or a similar enterprise ITSM platform.
• Track record of driving automation, process improvement and digital transformation.
• Exceptional stakeholder management and executive communication skills.

Why choose us?

• Highly skilled, collaborative team that values expertise and knowledge‑sharing.
• Strong learning culture with personalised development plans.
• Commitment to sustainability and community investment.
• Free onsite barista at our Sydney and Melbourne offices.
• Access to a wide range of staff benefits and partner discounts.

461 Williamstown Rd, Port Melbourne VIC 3207, Australia,

39 Herbert St, St Leonards NSW 2065, Australia