Service Management Team Lead
On-siteMelbourne, Victoria, Australia
Job Summary
Lead and govern Technology's Service Management function, driving service excellence, operational resilience, and continual improvement. Manage core practices including Incident, Major Incident, Change Enablement, Problem, Request, Knowledge, Configuration, Service Continuity, and Service Level Management. Establish and promote Service Management standards, processes, and operating procedures to ensure consistent adoption. Lead enterprise Major Incident response, coordinating cross-functional teams and facilitating bridges to senior stakeholders. Govern Disaster Recovery and Service Continuity capabilities, including recovery planning, testing, and operational readiness. Partner with Technology teams, business stakeholders, vendors, and managed service providers to improve service quality and operational effectiveness. Manage vendors and managed service providers while leveraging ServiceNow or comparable platforms.
Required Qualifications
- Extensive experience leading Service Management functions within a complex enterprise environment
- Strong knowledge of ITIL-based Service Management practices and governance
- Proven experience leading Major Incident Management and coordinating enterprise response during critical operational events
- Demonstrated experience governing Disaster Recovery, Service Continuity, and organisational resilience
- Strong leadership, stakeholder management, and executive communication skills
- Experience developing and managing high-performing teams and embedding a culture of continual improvement
- Excellent analytical, problem-solving and decision-making skills, with a focus on measurable business outcomes
- Experience with ServiceNow or a comparable enterprise IT Service Management platform
- Experience managing vendors and managed service providers
- Applicants must be eligible to work in Australia to be considered
- Candidates are subject to background vetting (including Police checks) before & during employment
Desired Qualifications
- Desirable ITIL 4 Managing Professional or Strategic Leader certification
- Knowledge of ISO 20000, ISO 22301 or similar governance frameworks
- Exposure to Agile, Lean and/or project delivery environments
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