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 02-8999 8890 if you have any queries regarding the role.