Description About the role We are seeking a dynamic and experienced Senior Lead, ITSM Process to join our team and champion the design, implementation and maturity of our IT Service Management processes – anchored by a strong focus on ServiceNow. In this role you will shape and mature our ITSM practices driving consistency, effectiveness, and service excellence across the organisation. You will lead process improvement initiatives that will enhance the customer experience through the stability, reliability, and resilience of our technology ecosystem and working collaboratively across internal teams and a growing network of external partners. Responsibilities Lead the design, implementation, and maturity of ITSM processes aligned with ITIL best practices. Act as a subject matter expert (SME) for ITSM workflows and ServiceNow configuration Identify priority areas for improvement through data analysis, trend reviews, and root cause identification. Drive continuous improvement through Post Incident Reviews, Root Cause Analysis, and proactive Problem Management. Champion a culture of Service Excellence within the ITSM and wider technology team. Collaborate with stakeholders to map, analyse, and optimise business and technical workflows. Establish and track performance metrics to measure maturity, resilience, and process efficiency. Ensure compliance with governance, risk, quality, and security frameworks. Stay current with industry trends and promote alignment with ITIL and other relevant standards. About you You’re a hands-on ITSM leader with a proven track record of delivering measurable improvements in process maturity. You excel at influencing across teams, leading change, and embedding a culture of accountability and excellence. You bring strong leadership through action and are comfortable working across disciplines to align technology operations with business goals. With excellent stakeholder management skills, you can engage and deliver across a diverse and transforming organisation. Knowledge and Experience Extensive experience in ITSM, Technology Operations, or Infrastructure support (e.g. Service Desk, Major Incident, NOC, Cybersecurity, Change Advisory Boards). Proven ability to lead process improvement initiatives across diverse teams and domains. 5 years in a consulting or leadership role focused on implementing ITSM best practices. Strong familiarity with IT service principles, frameworks, and methodologies including ITIL, COBIT, and related standards. Strong experience with ServiceNow ITSM modules including Incident, Problem and Change. Experience with CMDB and ServiceNow Discovery highly preferred. Experience with organisational change, process realignment, and continuous improvement. Demonstrated ability to work collaboratively with internal teams and external service providers. Qualifications and Memberships Essential Tertiary qualifications in Business, Information Technology, Engineering, Computer Science or equivalent industry experience. ServiceNow certification or relevant experience. ITIL Foundation certification with demonstrable and relevant industry experience. Desirable Advanced ITIL certifications (e.g., Managing Professional, Strategic Leader). Additional certifications in service management or technology governance frameworks. Why you’ll love working with us: People First Bank – our new brand – says exactly what we’re all about: people. We're committed to supporting and growing our team and creating an outstanding work environment. You’ll have access to financial and lifestyle benefits to support your success and individuality: Flexibility and hybrid working arrangements. Enhance your salary with discounts on banking, health insurance, and shopping across Australia. Advance your career with training, study support, and project opportunities. Competitive leave benefits that empower employees to take time for themselves and loved ones. Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program. Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives. Be recognised for your contributions through our peer-driven recognition program. A bit about People First Bank: In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank. We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contract centre and branches across five states. With a vision ‘To deliver positive change through banking’, People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to make an impact; but agile enough to influence and do interesting work. Apply online now: If this sounds like you, this could be the next step in your career. Click 'Apply' now and submit your application, including a cover letter and current resume by 29 th June 2025. We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.