Permanent Role Hybrid work environment with 3 days onsite Play an important part shaping the future of our iconic Australian institution This role sits under the IT Service Management team. IT Service Management has established a set of practices and processes for the Bank to ensure sustainable quality and stability of IT services with governance and reporting in place to measure its effectiveness. About the role Establish Maintain and operate the IT Service Level Management Framework, process and documentations. Manage IT Service Level Management, including negotiating and documenting service level agreements, and producing regular Service Level Reports. Manage and Co-ordinate the annual Technology Service Tiering review and update the associated documents. Provide analysis of IT performance metrics. Manage and create IT Operational reports from multiple data sources and to interpret and provide insightful analysis on the outcomes. Perform day to day tasks associated with maintaining and reporting technology Service /System Availability with IT and business stakeholders. Manage and coordinate Service Delivery management Forums Oversees the Service Acceptance Review Committee, including maintaining the Service Acceptance Framework and associated processes, providing training on the process and monitoring the Service Acceptance KPIs Ensures compliance with IT standards and strategies. Drive the ongoing development of customer focused behaviour and deliver ongoing practice improvement through continuous service improvement across IT Services, while ensuring service lifecycle integrity through the department. Support Service Management practices by administering the Service Management System. About you Demonstrated experience in establishing and maintaining Service Level and Service Delivery Management practices. Strong experience and Ability to create IT Operational reports from multiple sources and to interpret and provide analysis on the outcomes. Experience in IT Service Level Management, including negotiating and documenting service level agreements Experience in producing regular Service Level Reports, Operational Reports and ad hoc reports. Experience using ServiceNow to create reports and dashboards Experience in maintaining effective working relationships with internal customer stakeholders in a large organisation. Experience establishing and maintaining Service Management frameworks and processes. Advanced knowledge of IT Service Management and IT Incident Management based on ITIL principles. Experience working within a large corporate environment with multiple locations. Keep abreast of industry developments and best practice. Experience in writing policies and procedures and other support documentation. ITIL (Intermediate) Capability and/or Lifecycle. ITIL (Foundation). Extensive knowledge of high touch technologies services including desktop, email and active directory. Demonstrated experience in the planning and implementation of User Experience (UX) improvements. Be More Working for an organisation that truly makes a difference to the people of Australia, we can offer development and career opportunities in a collaborative environment that supports your growth, wellbeing and promotes flexibility. Your individual growth and success drives the RBA forward as an organisation. Be more means you can do more, for yourself and for Australia. Why RBA? The RBA makes an important contribution to the Australian economy through the pursuit of national economic policy objectives and associated activities in financial markets and banking. We also issue Australia's banknotes and operate infrastructure critical to the payments system, all of which contribute to the welfare of the Australian people. Made up of specialists across a wide range of fields, our people, values, and culture play a critical role in achieving our objectives. Striving to be Open & Dynamic, we consider and incorporate different perspectives, work across teams and are transparent with each other, whilst delivering quality together effectively and focusing on outcomes by prioritising, testing, learning, and refining as we go. Our people conduct themselves with a high degree of integrity, while striving for excellence in the work they perform and the outcomes they achieve. We encourage intelligent inquiry and we treat one another with respect while promoting the public interest through our efforts. We know it is the growth and success of our people that drives the RBA forward. Come and make a bigger contribution while you build and develop your own skills too, because being more means you can do more, for yourself and for Australia. The Reserve Bank of Australia is committed to equity, diversity and inclusion through key initiatives. We welcome and encourage applicants from diverse backgrounds to apply, including Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse background, those living with a disability and from the LGBTQ community. We are committed to making the recruitment process fair and equitable for all our candidates. Application Close : March 24, 2026 .