About the Role:
Our client is seeking an experienced Senior Coordinator – IT Service Management to lead and embed ITSM practices across a large, complex organisation. This role is critical in ensuring high-quality IT service delivery, strong governance, and continuous improvement across IT operations.
Strong leadership capability is essential, with local government experience highly regarded.
Key Responsibilities:
* Lead and coordinate IT Service Management (ITSM) processes including Incident, Request Fulfilment, Problem, Change, Configuration and Knowledge Management
* Coordinate the day-to-day operations of the IT Help Desk, ensuring service quality, KPI compliance and customer satisfaction
* Provide subject matter expertise in ITIL frameworks and ITSM best practice
* Chair and manage Change Advisory Board (CAB) meetings and escalation processes
* Coordinate IT governance, security assurance activities and audit actions
* Develop, maintain and improve ITSM documentation, workflows and procedures
* Collaborate with internal stakeholders, vendors and technical teams across the organisation
* Mentor and develop team capability through coaching and leadership
Skills & Experience Required:
* Proven experience implementing and managing ITSM processes in a similar organisation
* Strong leadership and coordination experience
* Demonstrated experience in IT governance and assurance activities
* ITIL v3 Foundation certification (essential)
* Degree in Information Technology, Information Systems or a related discipline
* Local government experience (preferred)
* Current Class C driver's licence
* Australian working rights (must be confirmed)
Compliance Requirements:
* Australian work rights confirmed
* ID check
How to Apply:
If you are a strong ITSM leader with a passion for service excellence and governance, we'd love to hear from you. Apply now with your updated resume.
Call us 0n if you have any queries regarding the role.