Senior Analyst, Service Operations

Perpetual; Sydney; Remote; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Work from anywhere in Australia

Wellbeing allowance

Study support

Inclusive culture

Job summary

Perpetual is seeking a Senior Service Operations Analyst to own ITIL-aligned service management across a complex technology environment. You will lead major incident, problem and change activities with Tech and service partners to improve resilience and performance.

You'll analyze service data, build dashboards, and drive continuous improvement while coordinating with stakeholders and providing 24/7 incident support on a roster. This 12-month contract offers a dynamic, collaborative environment.

Qualifications

• Relevant experience in IT service management, technology operations or a related environment.
• ITIL Foundation certification or equivalent knowledge.
• Experience coordinating incident, problem and change management activities.
• Strong analytical and problem-solving skills with data-driven thinking.
• Excellent communication with technical and non-technical stakeholders.
• Experience using IT service management platforms such as ServiceNow.
• Ability to manage competing priorities with internal and external partners.
• Willingness to participate in an on-call roster (24/7 incident support).

Responsibilities

• Coordinate major incident response across technology teams and partners.
• Manage problem investigations to root cause and corrective actions.
• Oversee change activities, assess risk and track outcomes.
• Improve ITIL-aligned practices across incident, problem, change, knowledge, and request fulfilment.
• Analyse service data and develop dashboards to identify trends and risks.
• Strengthen knowledge management and self-service with accurate information.
• Support transition of new or changed services with proper documentation and controls.

Skills

IT service management

ITIL Foundation

Stakeholder communication

ServiceNow

Incident management

Problem solving

Tools

ServiceNow

Job description

Own key IT service management practices across a complex technology environment.

Lead major incident, problem and change activities across Technology and service partners.

Use service insights to strengthen technology performance, resilience and continuous improvement.

12 Month Max-term Contract

A global multi-boutique asset management business offering an extensive range of specialist investment capabilities through seven boutiques and brands in key regions globally.

Within Australia, Perpetual and Pendal have a broad range of capabilities across Australian and global equities, credit, fixed income, multi-asset and ESG.

We have a growing presence in the US, UK and Europe through our brands Barrow Hanley, Trillium, JO Hambro, Regnan and TSW.

About the role

Join the Service Operations team supporting Perpetual Asset Management and play an important role in maintaining the stability, resilience and effectiveness of our technology services for 12 Months.

As Senior Service Operations Analyst, you'll operate and continuously improve key IT service management practices, working across Technology, the business and external service partners. You'll have broad exposure across incident, problem, change, knowledge and request management, while using service insights to identify risks and improve technology service performance.

You will:

• Coordinate major incident response, bringing together technology teams and service providers and keeping stakeholders informed.
• Manage problem investigations through to root cause and corrective actions, helping reduce recurring incidents and service impacts.
• Manage change activities, assessing risk and operational readiness and monitoring implementation outcomes.
• Improve ITIL-aligned practices across incident, problem, change, knowledge, request fulfilment and service transition.
• Analyse service data and develop dashboards and reporting to identify trends, risks and opportunities for improvement.
• Strengthen knowledge management and self-service, ensuring technology information remains accurate, relevant and useful.
• Support the transition of new and changed technology services, ensuring appropriate support, documentation, ownership and controls are in place.

About you

You'll bring:

• Relevant experience in IT service management, technology operations or a related environment.
• ITIL Foundation certification and strong knowledge of ITIL service management practices.
• Experience working across incident, problem and change management.
• Strong analytical and problem-solving skills, with an ability to turn service data into practical improvements.
• Excellent communication skills and confidence working with both technical and non-technical stakeholders.
• Experience with IT service management platforms such as ServiceNow.
• The ability to manage competing priorities and work effectively with internal teams and external service partners.
• Availability to participate in an on-call roster providing 24/7 incident assistance.

How we work

Our unique culture is underpinned by our three organisational behaviours, Stretch, Own it, Make an impact which drive our approach of day-to-day interactions with colleagues and clients, the way we approach decision-making to the questions we ask and the problems we solve.

Employee benefits

• Work from anywhere in Australia for up to one month each year
• An annual allowance to empower you to prioritise your personal wellbeing
• Study support and commitment to supporting professional development
• We’re committed to creating an inclusive workplace where diversity is celebrated. No matter your background or circumstances, we aim to provide an environment where you can thrive.