Service Management Process Lead

Akkodis; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Weekly Pay

Upskilling opportunities

Consultant gathering events

EAP Support Program

EAP Support

Account Management Support

Job summary

A leading technology staffing firm in Australia seeks a Service Management Process Lead to shape ITSM process frameworks within a complex multi-vendor SIAM environment. The ideal candidate will leverage extensive ITIL 4 experience and collaborate with teams to optimize service delivery. Key responsibilities include driving governance, conducting maturity assessments, and ensuring seamless integration of ITSM with DevOps practices. If you excel in dynamic settings, apply for an opportunity to influence service maturity and organizational capability.

Qualifications

• Must hold NV1 clearance.
• Extensive experience designing ITSM processes aligned to ITIL 4.
• Hands-on experience working with ServiceNow teams.

Responsibilities

• Lead design, documentation and implementation of ITSM processes.
• Conduct maturity assessments and develop roadmaps.
• Establish governance structures and performance measures.
• Deliver training and support adoption and operational readiness.

Skills

NV1 clearance

Experience integrating ITSM with DevOps

ITIL 4 process design

ServiceNow workflow alignment

Tools

ServiceNow

Job description

Recruitment Consultant | Technology Recruitment

What is in it for you?

• Permanent role with long-term career growth and stability
• Opportunity to lead enterprise-scale ITSM process design and optimisation across a multi-vendor SIAM environment
• Influence major transformation programs and uplift service maturity across incident, problem, change, request, knowledge, and configuration practices
• Work closely with senior stakeholders, suppliers, DevOps/SRE teams and ServiceNow specialists in a highly collaborative environment

What we need from you / What our client requires

• Must Hold NV1 clearance
• Experience integrating ITSM with DevOps, SRE and automation capabilities
• Extensive experience designing, implementing and governing ITSM processes aligned to ITIL 4
• Hands‑on experience working with ServiceNow teams to enable workflow alignment and process adoption

We are seeking a Service Management Process Lead to join our client's team, taking ownership of ITSM process design, maturity uplift and governance across a multi-vendor SIAM landscape. In this role, you will shape end-to-end process frameworks, embed best‑practice ITIL 4 principles, uplift organisational capability and enable measurable, integrated service outcomes.

This is a key position for a seasoned ITSM professional who thrives in complex environments and enjoys driving consistency, optimisation and service excellence across diverse stakeholders and service providers.

Key Requirements

• Lead design, documentation and implementation of ITSM processes including Incident, Problem, Change, Event, Request, Knowledge, Configuration and Service Catalogue
• Conduct maturity assessments and develop roadmaps to uplift process effectiveness
• Establish governance structures, performance measures and process controls
• Ensure seamless integration of ITSM processes with DevOps, SRE and automation practices
• Collaborate with ServiceNow teams to align process design with workflow and platform capabilities
• Deliver training, communication materials and documentation to support adoption and operational readiness
• Provide leadership and guidance during service transitions and stabilisation
• Drive consistency and integration across service domains and suppliers within a SIAM framework

Talented, committed, can‑do individuals have always been the cornerstone of this dynamic organisation. If you have what it takes to thrive in this role and want to know more, please reach out to Shreeya Gurung on [phone] OR [e-mail]

Joining Akkodis as a Consultant

• Weekly Pay
• No payrolling processing fees
• Upskilling opportunities and training discounts
• Consultant gathering events
• Akkodis SME meet ups/information sessions
• EAP Support Program
• Dedicated Account Management Support Team

Privacy

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"Akkodis is an Equal Opportunity employer, committed to all forms of workforce inclusion. We actively invite and encourage applications by candidates from diverse backgrounds"