Position OverviewThis stakeholder-facing role involves establishing and managing expectations within the business, driving the service delivery team to meet high standards, and implementing or improving Service Management practices as needed.
Key ResponsibilitiesAct as a process owner for ITIL-based Service Operation processes and related toolsets.Manage ITIL disciplines: Incident, Request, Problem, Change, Release, CMDB, CSIP, and Escalation processes, ensuring high performance, accurate reporting, and service improvement activities.Lead or participate in governance forums to ensure process compliance and drive continuous service improvement initiatives.Analyze statistical data and trends related to service process compliance and operational effectiveness; provide reports and insights to Senior Management.Serve as Incident Manager, owning major incidents, coordinating resolution, communicating with stakeholders, and conducting post-incident reviews.Share Incident, Problem, and Change Manager functions among multiple resources.Develop and implement action plans to address service underperformance.Qualifications and ExperienceTertiary qualifications in IT or a related field are desirable.At least 3 years of IT industry experience, including 1-3 years in Service Delivery, Service Management, or Business Analyst roles, preferably within the ITS industry.ITIL certification is desirable but not essential.Strong knowledge of Atlassian JIRA/Confluence is highly regarded.Experience with process creation, process improvement, agile methodologies, and ITIL is desirable.Experience supporting large-scale, diverse environments in incident management, escalation procedures, and related disciplines.Additional BenefitsParticipation in large-scale infrastructure projects.A supportive, diverse work environment that encourages making a difference.Benefits including up to 3 additional days of leave per year, access to a learning platform, novated leasing, coaching, wellbeing support through EAP, and more.Equal Opportunity StatementSICE ANZ is an Equal Opportunity Employer committed to fostering a diverse, inclusive, and collaborative environment.
We encourage applications from women, Aboriginal and Torres Strait Islander individuals, and diverse backgrounds.
Your unique perspectives strengthen our team.
Due to high application volumes, only successful candidates will be contacted.
We apologize for any inconvenience.
Unsolicited recruitment agency applications will not be accepted.
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