Senior Service Management Specialist

Toyota Financial Services; Sydney; On-site; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Flexible hours

Paid parental leave

Wellness facilities

Employee assistance

Volunteer days

Car benefit

Job summary

Toyota Finance Australia is seeking an experienced Senior Service Management Specialist to lead the maturity and governance of ITSM practices, optimise the ServiceNow platform, and deliver insights and performance reporting across the organisation.

You'll partner with technology teams, stakeholders and vendors to enhance service performance, strengthen compliance, and drive continual improvement in end-user experience.

Qualifications

• ITIL Foundation certification is essential; higher ITIL certs are advantageous.
• ServiceNow certifications such as CSA are desirable; CMDB/CSDM certs are advantageous.
• Minimum 3 years' experience in IT Service Management.
• Strong experience with ServiceNow administration, reporting and performance analytics.
• Proven experience in Incident, Problem and Change Management processes.
• Strong analytical and problem-solving skills; excellent stakeholder engagement and communication.

Responsibilities

• Manage and optimise ServiceNow BAU operations, enhancements and upgrades.
• Develop, maintain and enhance ServiceNow dashboards, reports and performance analytics.
• Own the ServiceNow reporting framework, KPI governance and data quality standards.
• Drive platform improvements that support ITSM maturity and business objectives.
• Support and improve core ITIL practices such as Change, Knowledge and Request Management.
• Support the ongoing development and maturity of the ServiceNow CMDB.
• Facilitate daily service management stand-ups and stakeholder forums.
• Contribute to ITSM projects and strategic initiatives.
• Assist audit, compliance and governance activities including license compliance.
• Lead incident and problem management activities, drive root cause resolution.
• Facilitate critical incident and problem review meetings.
• Ensure PIRs are completed and improvement actions tracked.
• Monitor and report on KPIs, SLAs and operational performance metrics.
• Drive continual service improvement to reduce recurring issues.

Skills

ITIL Foundation

ServiceNow

Stakeholder engagement

Change management

Incident management

Problem management

Analytical skills

Communication

Tools

ServiceNow

CMDB

CSDM

CSA

Job description

We're seeking an experienced Senior Service Management Specialist to join our IT team and play a key role in driving the maturity, governance and continuous improvement of our IT Service Management (ITSM) practices.

Reporting to the Service Management Lead, you'll be responsible for the effective operation and optimisation of our ServiceNow platform, ensuring alignment with ITIL best practices while delivering meaningful insights, performance reporting, governance and operational excellence across the organisation. You'll work closely with technology teams, business stakeholders and vendors to improve service performance, strengthen compliance, and enhance the end-user experience

How you'll make an impact

ServiceNow Platform & Reporting

• Manage and optimise ServiceNow BAU operations, enhancements and upgrades.
• Develop, maintain and enhance ServiceNow dashboards, reports and performance analytics.
• Own the ServiceNow reporting framework, KPI governance and data quality standards.
• Drive platform improvements that support organisational objectives and ITSM maturity.

ITSM Governance & Continuous Improvement

• Support and improve core ITIL practices such as Change, Knowledge and Request Management
• Support the ongoing development and maturity of the ServiceNow CMDB.
• Facilitate daily service management stand-ups and stakeholder forums.
• Contribute to ITSM projects and strategic initiatives.
• Support audit, compliance and governance activities, including SOX-related requirements and licence compliance.

Incident & Problem Management

• Lead incident and problem management activities, identifying trends and driving root cause resolution.
• Facilitate critical incident and problem review meetings.
• Ensure Post-Incident Reviews (PIRs) are completed and improvement actions are tracked.
• Monitor and report on KPIs, SLAs and operational performance metrics.
• Drive continual service improvement to reduce recurring issues and improve service outcomes.
• ITIL Foundation certification (essential); advanced ITIL certifications highly regarded.
• ServiceNow certifications such as CSA desirable, with CMDB or CSDM certifications advantageous.
• Minimum 3 years' experience in IT Service Management.
• Strong experience with ServiceNow administration, reporting and performance analytics.
• Proven experience in Incident, Problem and Change Management processes.
• Strong analytical and problem-solving skills.
• Excellent stakeholder engagement, communication and facilitation skills.
• Ability to influence outcomes and drive continuous improvement across complex environments

Life at Toyota & What we offer you

We pride ourselves on a work culture that supports and rewards people. From development programs to recognition programs, we make sure everyone at Toyota Finance Australia lives their best possible life. After all, our people are our greatest assets.

Toyota Australia is well-recognised for offering:

• Flexible hours and workspaces
• 26 weeks paid primary carers leave & 8 weeks paid parental leave for secondary carers
• Wellness facilities & Employee Assistance Program (private coaching available to you and your family)
• Paid volunteer days to support your community / Employee Community Grants Fund
• Employee Car Benefit Scheme

Building a great place to work

You're welcome to find out more by visiting our careers page: https://tfacareers.com.au/

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We are happy to adjust the recruitment process for your accessibility requirements. Please contact us and let us know your preferred type of communication and we will be in touch as soon as possible to discuss your requirements.

Toyota is an endorsed employer for all women. Please review the Work180 website for further information.

Come with us and help create the future.