Great opportunity to join one of Australia's leading tertiary institutions as they further uplift their service management capability.
**In this role you will**:
- Develop and manage end-to-end service management processes, facilitating appropriate process governance.
- Ensure service management tools effectively support process, process integration and Service delivery outcomes.
- Collaborate with IT teams, project managers and stakeholders to provide advocacy, support and advice to achieve successful process and service delivery outcomes.
- Monitor, analyse and report on relevant process SLAs/OLAs and KPIs for process quality, performance and insights for continuous improvement.
- Work closely with IT teams to identify opportunities for improving service management processes and tools, as well as oversee the implementation of enhancements.
- Communicate process changes and tool updates to relevant stakeholders, providing training and guidance on proper process and tool utilisation to ensure consistent adoption across teams.
**You will bring to the role**:
- Proven experience in coordinating and managing change processes, including assessing change impacts, evaluating risks, and ensuring compliance with change management policies and procedures.
- Demonstrated ability to administer and maintain service management tools, configuring tool settings, managing user access, and ensuring data accuracy to support effective service delivery.
- Strong interpersonal and communication skills with ability to collaborate with cross-functional IT teams, project managers, and stakeholders.
- Ability to maintain documentation of service management processes, tool configurations, and related procedures. Experience in generating insightful reports to analyse change trends, tool performance, and service management metrics.
- Skilled in identifying root causes, proposing solutions, and coordinating with teams to implement corrective actions.
- Ability to identify opportunities to streamline change management processes, enhance tooling capabilities, and contribute to the improvement of overall service management practices.
Balance Recruitment is committed to equal opportunity employment. We celebrate diversity and encourage people from all sections of the community to apply.