Senior Service Management Specialist

Toyota Finance Australia; Sydney; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Flexible hours

Parental leave

Wellness program

Volunteer days

Car benefit

Job summary

Toyota Finance Australia is seeking a Senior Service Management Specialist to lead ITSM governance, optimise ServiceNow operations and advance ITIL maturity.

You will own reporting frameworks, dashboards and KPI governance, collaborate with technology teams, stakeholders and vendors to improve service performance, and drive continual service improvement in complex environments.

The role requires strong ServiceNow experience, ITIL Foundation certification and outstanding communication skills.

Qualifications

• 3+ years of IT Service Management experience.
• Strong ServiceNow administration, reporting and analytics skills.
• ITIL Foundation certification required; ITIL expert certifications valued.
• Excellent stakeholder engagement and communication abilities.

Responsibilities

• Manage and optimise ServiceNow BAU operations, enhancements and upgrades.
• Develop and maintain dashboards, reports and performance analytics.
• Own the ServiceNow reporting framework, KPI governance and data quality standards.
• Drive ITSM maturity and platform improvements aligned to business objectives.
• Lead incident, problem and change management processes and reviews.
• Support audit, compliance and governance activities including SOX requirements.

Skills

ITIL

ServiceNow

Analytics

Stakeholder mgmt

Incident/Problem/Change

Tools

ServiceNow CMDB

CSDM

Job description

About the role

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.