Senior IT Service Ops Lead (12-Month Contract)

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

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.