Service Management Officer

Corporate Travel Management (CTM) Group; Sydney; On-site; AUD 90,000 - 115,000; Full time

Benefits offered by this job

Travel discounts

Perkbox benefits (retail, lifestyle,健康

Learning & development

Annual Volunteer Day

Flexible leave days

Job summary

CTM Sydney is seeking a Service Management Officer to support the delivery of high-quality IT services across the region. You will work with IT teams and stakeholders to ensure reliable services and a positive user experience, focusing on service lifecycle management and process improvements.

The role requires IT service management experience, ITIL familiarity, strong communication skills, and the ability to manage competing priorities in a dynamic environment.

Qualifications

• Experience in IT Service Desk, Service Management or similar role.
• Experience with ITIL or equivalent IT service management framework.
• Strong customer service and interpersonal skills with focus on positive user experiences.

Responsibilities

• Provide professional, responsive and customer-focused IT service and support.
• Support employees throughout the service lifecycle from request to resolution.
• Coordinate and monitor incidents, service requests and issues for timely outcomes.
• Maintain accurate service management data, records and documentation.
• Support IT service management processes in line with ITIL best practice.
• Collaborate with internal IT teams and stakeholders to deliver reliable services.
• Identify opportunities to improve processes, service delivery and the employee experience.
• Assist in vendor management and liaise with external providers as required.
• Ensure IT services and infrastructure meet CTM needs.

Skills

IT Service Desk

Service Management

ITIL

Customer service

Communication

Problem solving

Prioritization

Teamwork

Networks & security

Service desk tools

Vendor management

Education

Bachelor's degree in Information Technology/ Computer Science or related field

Tools

ITSM tools

Job description

About The Role

CTM Sydney is looking for a Service Management Officer with strong IT experience and a genuine passion for delivering excellent customer service.

About The Role

CTM Sydney is looking for a Service Management Officer with strong IT experience and a genuine passion for delivering excellent customer service. This is an opportunity to join a global organisation where you'll play an important role in supporting our people and ensuring they have the technology and services they need to do their best work. As a Service Management Officer, you'll support the delivery of high-quality, reliable and consistent IT services to CTM employees across the region. You'll provide professional, timely and customer-focused support across both technical and non-technical requirements, helping employees feel listened to, valued and supported throughout their service experience. Working closely with IT teams and stakeholders, you'll help manage the customer service lifecycle, support service processes and maintain accurate service management data and infrastructure. You'll also contribute to continuous improvement and ensure IT service delivery aligns with ITIL best practice.

Key Responsibilities

• Provide professional, responsive and customer-focused IT service and support.
• Support employees throughout the service lifecycle, from initial request through to resolution.
• Coordinate and monitor incidents, service requests and issues to ensure timely and effective outcomes.
• Maintain accurate service management data, records and documentation.
• Support IT service management processes in line with ITIL best practice.
• Work collaboratively with internal IT teams and stakeholders to deliver consistent and reliable services.
• Identify opportunities to improve processes, service delivery and the employee experience.
• Support vendor management and liaise with external providers where required.
• Assist in ensuring IT services, infrastructure and processes continue to meet the needs of CTM and its users.

About You

We're looking for someone who combines strong IT capability with excellent customer service and communication skills. You'll be comfortable working with a range of stakeholders, solving problems and managing competing priorities in a fast-paced environment.

You'll Ideally Have

• Experience in an IT Service Desk, Service Management, IT Service Analyst or similar role.
• Experience working within ITIL or another IT service management framework.
• Strong customer service and interpersonal skills, with a genuine focus on delivering positive user experiences.
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication skills.
• The ability to manage multiple priorities and remain calm under pressure.
• Strong teamwork and collaboration skills.
• Technical knowledge across relevant IT infrastructure, including networks, servers and security.
• Experience using service desk and IT service management tools.
• Experience with vendor management and negotiation.
• A strong understanding of ITIL best practices and service management principles.

A Bachelor's degree in Information Technology, Computer Science or a related field is desirable, however, relevant industry experience will also be considered.

About CTM

CTM is a global provider of innovative and cost-effective travel management solutions across the corporate, events, leisure and loyalty travel markets. With more than 3,000 employees and offices across Australia, New Zealand, Asia, North America and Europe, we combine personalised service excellence with leading client-facing technology to deliver exceptional travel solutions. At CTM, our people are our greatest asset. We're a collaborative, innovative and future-focused team, guided by our values of Connect, Deliver and Evolve. We're committed to recognising the unique contributions of our people and creating an inclusive workplace where everyone can thrive. We actively encourage applications from people of all abilities and diverse backgrounds.

Why CTM?

• Travel discounts
• Perkbox - Retail, lifestyle, entertainment, health & wellbeing discounts
• Learning & development - Access to online learning platforms, including LinkedIn Learning
• Annual Volunteer Day
• Chillout Days - Flexible leave days
• Purchase up to 2 weeks of additional annual leave
• Paid parental leave
• Sonder - 24/7 wellbeing and Employee Assistance Program (EAP)

CTM offer a strong, established and sustainable work environment which will support your career development and wellbeing. Join an award-winning global company that values its people, its communities and continuous innovation.