Service Management Lead

RAA; Adelaide; On-site; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Flexible work arrangements

Training & Development opportunities

Study Support Program

Wellbeing facilities

Job summary

RAA is seeking an experienced Service Management Lead in Adelaide to drive continual improvement across ITSM practices and ensure efficient, consistent service delivery.

You will report to the Manager, Service Delivery and lead Change, Incident, Major Incident, Problem, Asset and Configuration Management while partnering with stakeholders to improve service outcomes.

Qualifications

• Minimum 3 years experience in IT Service Management or Service Delivery.
• Strong understanding of ITIL service management practices.
• Hands-on ServiceNow administration experience (essential).
• Experience supporting Change, Incident and Problem Management processes.
• Strong stakeholder engagement and communication skills.
• A continuous improvement mindset with excellent attention to detail.
• The ability to manage multiple priorities and work autonomously.

Responsibilities

• Lead and continuously improve IT Service Management practices across the organisation.
• Drive Change Management governance and process adoption.
• Coordinate Major Incident Management activities and post-incident reviews.
• Lead and govern Asset and Configuration Management, ensuring data quality supports decision‑making.
• Gather requirements and support enhancements to the ServiceNow platform.
• Develop service performance reporting that delivers insights and recommendations to senior leaders.
• Identify opportunities to improve processes, efficiency and service delivery.
• Build strong relationships with stakeholders across Technology and the broader business.

Skills

IT Service Management

ITIL

Stakeholder engagement

Autonomous work

Education

Tertiary IT/Business Information Systems or related field

Tools

ServiceNow

Job description

• Exciting opportunity to join SA’s iconic RAA
• Full-time permanent position based in new offices in Adelaide
• Play a critical role in shaping and improving IT Service Management

• Exciting opportunity to join SA’s iconic RAA
• Full-time permanent position based in new offices in Adelaide
• Play a critical role in shaping and improving IT Service Management

The Role

At RAA, we're committed to delivering exceptional technology services that support our people, business and members. We're looking for an experienced Service Management Lead to drive continual improvement across our IT Service Management practices and help ensure our services are delivered efficiently, consistently and effectively.

Reporting to the Manager, Service Delivery, you'll lead key ITSM practices including Change, Incident, Major Incident, Problem, Asset and Configuration Management, while partnering with stakeholders across the business to improve service outcomes and operational performance.

What You'll Do

• Lead and continuously improve IT Service Management practices across the organisation.
• Drive Change Management governance and process adoption.
• Coordinate Major Incident Management activities and post-incident reviews.
• Lead and govern Asset and Configuration Management, ensuring data quality supports decision‑making.
• Gather requirements and support enhancements to the ServiceNow platform.
• Develop service performance reporting that delivers insights and recommendations to senior leaders.
• Identify opportunities to improve processes, efficiency and service delivery.
• Build strong relationships with stakeholders across Technology and the broader business.
• Click on JD Here

About You

You’ll be a highly organised and proactive service management professional who enjoys improving processes and driving positive outcomes.

To Be Successful, You’ll Bring

• Minimum 3 years experience in IT Service Management or Service Delivery.
• Strong understanding of ITIL service management practices.
• Hands‑on ServiceNow administration experience (essential).
• Experience supporting Change, Incident and Problem Management processes.
• Strong stakeholder engagement and communication skills.
• A continuous improvement mindset with excellent attention to detail.
• The ability to manage multiple priorities and work autonomously.

Highly regarded

• ITIL 4 Foundation Certification.
• ServiceNow Administrator Certification.
• Tertiary qualification in IT, Business Information Systems or a related field.
• Exposure to AI-enabled ITSM capabilities such as ServiceNow Now Assist or Virtual Agent.

At RAA, you'll join an organisation that's committed to innovation, collaboration and delivering great outcomes for our members while providing opportunities for professional growth and development.

If you're passionate about service management and continuous improvement, we'd love to hear from you.

About Us

Established in 1903, RAA has grown up alongside South Australia - and for more than 120 years, the community has trusted us to have their back. Known for our iconic road service and insurance, we now support over 840,000 members across travel, solar and battery solutions, EV charging and more. And we don’t just deliver services, we stand up for what matters, advocating for safety, wellbeing and a stronger future for our state. Our purpose is simple: be better for our members and better for our community. Guided by our values — Member Obsessed, Doing the Right Thing, Delivering Together and Courageously Challenging. We’re one of SA’s most trusted brands and largest employers. We’re on a mission to be the #1 employer of choice, creating an inclusive, supportive workplace where our people feel empowered to make a real difference, every day.

Benefits

• Free RAA premium road service
• Access to our RAA Rewards Program
• Generous discounts on all RAA products
• Flexible work arrangements
• Ongoing Training & Development opportunities and a Study Support Program
• Wellbeing facilities and Corporate Health Insurance Plan

We're committed to a diverse, inclusive workplace where everyone is valued for their unique contributions. We welcome applications from people of all ages and backgrounds, including people living with disability, First Nations Peoples, LGBTIQA+ community members, and people from culturally diverse backgrounds.