About the Opportunity:
The Service Management leader will oversee the ITIL Service Management functions, ensuring the stability of systems and services. They will be responsible for vendor governance, performance, and adherence to SLAs.
Key responsibilities include:
* Vendor Governance: Ensuring vendors meet service level agreements (SLAs) and perform optimally.
* Service Desk Operations: Overseeing the service desk to provide timely support to users and business teams.
* Major Incident Management: Managing major incidents to ensure rapid resolution and minimal impact on business operations.
* Service Transitions: Leading service transitions to ensure new or changed services are effectively transitioned into production without disruption.
* Service Now Administration: Administering and developing the Service Now platform to support IT service management processes.
* Vendor Partnerships: Building and maintaining strong relationships with technology, business, and vendor partners to deliver high-quality services that meet customer expectations.
About You:
The successful candidate will be a key member of the Enterprise Technology Services leadership team, driving transformation across our organisation. Key requirements include:
* Relevant degree in Information Technology, Computer Science, or Information Systems, or formal training through a reputable provider.
* Extensive experience overseeing ITIL Service Management functions in a centralised governance model.
* Strong vendor management and contract management capability.
* Experience applying modern service management disciplines to Platform model and DevOps practices, including Service Now administration and development.
* Solid understanding of technical environments, tools, and frameworks.
* Strong leadership and management skills, including written and verbal communication up to senior/executive level.
Our company, Energy Australia, is committed to delivering innovative solutions to enhance IT performance. If you're a motivated individual looking to make a difference, we encourage you to apply.