You will collaborate with project teams, technical specialists, business units, and vendors to establish best-practice workflows that improve service resilience, communication, and operational efficiency.
A key part of this role involves preparing operational teams for go-live through training, documentation, and hands-on knowledge transfer.
Key Responsibilities Design and implement incident, request, and problem management workflows in the new ESM platform Partner with business areas (HR, Payroll, Facilities, Procurement etc.) to define non-IT request flows.
Lead process/tooling uplift activities during the project.
Develop training materials and conduct knowledge transfer for operational handover.
Coordinate incident/request response post-go-live and drive continuous improvement.
Collaborate with IT, business units, cyber security, and external vendors.
Monitor performance, report on metrics, and ensure compliance with best practice.
About You Strong experience in Incident, Request, and Problem Management within IT operations.
Exposure to Release and Change Management.
Skilled in ITSM process design and tool implementation.
Excellent analytical, communication, and stakeholder engagement skills.
Ability to lead change, coach teams, and manage competing priorities.
ITIL certification (above Foundation) and relevant tertiary qualifications are highly desirable.