We are looking for a special kind of person - a St Vincent's kind of person. Someone who puts excellence, compassion, connection and caring for other people at the heart of everything they do. We are seeking a **Head of Service Management** to lead the end-to-end delivery of all IT services and champion a user-centric culture across St Vincent's. In this critical leadership role, you will report directly to the Chief Technology Officer and be responsible for shaping the strategic direction and governance of our enterprise-wide IT service management functions. You will oversee the National IT Service Desk, National Tech Field Engineers, Incident & Problem Management, Change & Release, and our ITSM platform. You will ensure stable, reliable, and scalable technology services across a 24/7 hospital, aged care, and clinical research environment for our nearly 30,000 staff. This role will have a voice and real impact in a strategic whole of business technology implementation and modernisation. A career defining opportunity to be part of a change that will save and improve lives. This role will have a voice and real impact in a strategic whole of business technology implementation and modernisation. A career defining opportunity to be part of a change that will save and improve lives. In this role, there will be a requirement to work on-call or after hours as needed to ensure business continuity and system availability.**Key responsibilities of the role:** Extensive experience in a senior leadership role managing large-scale IT service management operations within a large, complex organisation Deep expertise in IT Service Management (ITSM) frameworks, with ITIL v3 or v4 Expert certification (highly regarded) and proficiency with ITSM platforms like ServiceNowProven track record of successfully driving service improvement initiatives, process optimisation, and automation and experience leading the transformation of enterprise service desk operationsDemonstrated experience leading and motivating large, geographically dispersed teams, including a national IT service desk, field services, and major incident management teamsStrong analytical skills and the ability to interpret service metrics and translate them into actionable improvement plans Excellent stakeholder engagement and communication skills, with a proven ability to influence senior leadership, mentor and coach others, and build strong, collaborative relationships across the organisation. Tertiary qualifications in Information Technology, Business Management, or a related field, or qualified by equivalent experienceAbility to visibly see your impact on the business and its service Discounted private health insurance Please submit your application via the Apply button, include your resume and a brief cover letter outlining your experience and suitability.Founded by the Sisters of Charity more than 180 years ago, St Vincent's is a clinical, research and education leader delivering private hospital, public hospital and aged care services across NSW, VIC and QLD. Our founder, Mary Aikenhead's vision, commitment and inspiration lives on in us and the work we do.From modest beginnings, St Vincent's Health Australia is today the nation's largest not-for-profit health and aged care provider, offering services in Queensland, New South Wales and Victoria, including public and private hospitals and aged care facilities. The St Vincent's family comprises 22,000 outstanding nurses, researchers, cooks, doctors, executives, administrators, cleaners, volunteers and more.
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