Job Description
Manager, IT Service Management
* Lead Strategic ITSM Transformation – Drive enterprise-wide service management practices that enhance service quality and user experience.
* Shape Service Excellence – Oversee ITIL-based frameworks, ServiceNow platforms, and key processes like incident, change, and knowledge management.
* Influence at Scale – Collaborate with senior stakeholders and lead a high-performing team to deliver digital transformation priorities.
Western Sydney University is a modern, world-class institution located in the heart of Australia's fastest growing and most economically significant region. With nearly 50,000 students, approximately 3,500 staff, and a network of campuses across Greater Western Sydney, Vietnam, and Indonesia, we are proud to be ranked among the top two per cent of universities globally.
This is your opportunity to be part of something bigger. By joining Western Sydney University, you become a valued member of our community. As our region changes, so too does our university. Western is boldly different, energetic, global, diverse, dynamic, and youthful.
Our mission is to deliver student success, impactful research, and stronger communities. As part of our team, you will have a stake in shaping the future of education, broadening horizons, and changing lives. Making a difference starts at Western.
The Opportunity
As the Manager, IT Service Management, you'll lead the strategic planning, delivery, and continuous improvement of enterprise ITSM practices across the University. Reporting to the Executive Director, Customer Service & Experience, you'll ensure the effective integration of ITSM frameworks, processes, and platforms that drive service excellence, operational resilience, and user satisfaction.
This role provides leadership across key ITSM domains including asset and configuration management, incident and problem management, change and transition, and knowledge management. You'll champion a culture of service accountability, collaboration, governance, and data-driven decision-making to align with organisational goals and digital transformation priorities.
Beyond IT, you'll help uplift enterprise service management maturity across the institution, enabling consistent, transparent, and user-centric service experiences.
* Lead the development and implementation of ITSM frameworks, processes, and platforms.
* Drive continuous improvement across incident, problem, change, and knowledge management.
* Foster a culture of accountability, governance, and performance monitoring.
* Collaborate with stakeholders to align ITSM practices with organisational priorities.
* Support enterprise service management maturity beyond IT.
This is a full-time, ongoing position based at our Hawkesbury or Parramatta South or Penrith campus, with hybrid working arrangements available.
Please refer to the Position Description for further information.
About You
You're a strategic leader with deep expertise in IT Service Management and a passion for delivering service excellence. You thrive in complex environments, know how to build strong relationships, and can lead teams through transformation with confidence and clarity.
What you'll bring:
* Tertiary qualifications in IT, Business, or a related discipline (or equivalent experience).
* Extensive experience leading ITSM functions in large, complex organisations.
* Proven success implementing and optimising ITIL or equivalent frameworks.
* Strong leadership and stakeholder engagement skills, with the ability to influence at all levels.
* Excellent analytical and problem-solving abilities, combined with sound decision-making skills.
* High-level communication and interpersonal skills to foster collaboration across diverse teams.
Technical Strengths:
* Hands-on experience with service management platforms such as ServiceNow.
* Familiarity with CMDBs, enterprise reporting tools, and dashboarding for data-driven decisions.
* Understanding of DevOps and Agile methodologies in service transition and change management.
Bonus:
* Formal ITIL v4 certification or equivalent.
* Experience extending service management capabilities beyond IT.
* Exposure to higher education or public sector environments.
You're proactive, innovative, and committed to continuous improvement—always looking for ways to enhance service maturity and deliver exceptional user experiences.
Why Join Us?
At Western Sydney University, you will be part of an institution that is deeply connected to its community and globally recognised for excellence and impact.
We offer:
* Strategic Leadership – Shape the future of ITSM and enterprise service management across a leading University.
* Drive Transformation – Lead initiatives that enhance service excellence and operational resilience.
* Make a Real Impact – Enable user-centric experiences that support research, teaching, and administration.
Remuneration Package:
HEW Level 9 $159,739 to $170,588 p.a. (comprising Salary of $134,981 to $144,149 p.a., plus Superannuation and Leave Loading).
Position Enquiries:
Please direct specific enquiries regarding the role to Felipe Duncan, Executive Director, Customer Service and Experience, Digital Services via
Closing Date:11:59pm, Monday 26 January 2026.
Working Rights in Australia - Eligibility
You must provide evidence of your full-time working rights in Australia at time of application.
Please note that only applications submitted via the University's online recruitment system will be considered.