Service Management Implementation Specialist

Our client is a Tier 1 client in the Financial Services sector, is a leading organization committed to delivering high-quality IT services and ensuring compliance with regulatory standards. We are seeking a highly skilled Service Management Implementation Specialist with expertise in APRA prudential standards, including CPS 234, CPS 231, and CPS 230, to join our dynamic IT team.

Role Overview:

The Service Management Implementation Specialist will play a key role in implementing, managing, and optimizing service management processes and tools, ensuring compliance with APRA’s prudential standards. This role will be responsible for driving the effective delivery of IT services while adhering to regulatory requirements, managing risk, and ensuring the security and resilience of IT systems.

Key Responsibilities:

• Service Management Implementation: Lead the implementation of service management frameworks, including ITIL, across the organization, ensuring alignment with APRA’s prudential standards (CPS 234, CPS 231, CPS 230).
• Compliance with APRA Standards: Ensure that all service management processes, tools, and practices comply with APRA’s CPS 234 (Information Security), CPS 231 (Outsourcing), and CPS 230 (Operational Risk Management) requirements. This includes establishing controls, monitoring effectiveness, and managing compliance audits.
• Process Design and Improvement: Design, implement, and optimize key service management processes, such as incident management, change management, problem management, service request management, and service level management, with a focus on compliance and risk management.
• Tool Selection and Integration: Evaluate, select, and implement service management tools (e.g., ServiceNow, BMC Remedy) to automate and streamline service delivery, incident tracking, and reporting while ensuring alignment with APRA standards.
• Collaboration with Stakeholders: Work closely with IT, security, and business teams to define service management requirements, ensure compliance with regulatory standards, and maintain alignment with business objectives.
• Risk Management and Reporting: Establish and maintain risk management frameworks in line with CPS 230 and CPS 231, ensuring that appropriate risk assessments, controls, and mitigation strategies are in place. Provide regular reports to senior management regarding service management performance and compliance status.
• Training and Awareness: Develop and deliver training on service management processes, tools, and regulatory compliance requirements (CPS 234, CPS 231, CPS 230) to internal stakeholders and service teams.
• Continuous Improvement: Monitor and assess the performance of service management processes, identify areas for improvement, and implement enhancements to increase efficiency, effectiveness, and compliance.
• Documentation and Governance: Ensure that all service management procedures, processes, and frameworks are fully documented, regularly reviewed, and updated to reflect changes in business needs, regulatory requirements, and industry best practices.

Key Qualifications and Skills:

• Experience:
  • Proven experience (8+ years) in IT service management, with a strong focus on the implementation of ITIL-based service management processes.
  • Solid understanding and practical experience with APRA’s prudential standards, particularly CPS 234 (Information Security), CPS 231 (Outsourcing), and CPS 230 (Operational Risk Management).
  • Demonstrated experience in implementing service management tools (e.g., ServiceNow, BMC Remedy) and optimizing service management processes.
  • Previous experience in regulatory compliance, risk management, and governance within the financial sector is highly desirable.
• Skills:
  • In-depth knowledge of service management frameworks (e.g., ITIL, COBIT).
  • Strong understanding of information security, operational risk, and outsourcing management in line with APRA standards.
  • Excellent project management, analytical, and problem-solving skills.
  • Strong communication and stakeholder engagement abilities, with experience working across diverse teams and management levels.
  • Ability to work in a highly regulated environment and manage compliance audits.

If interested, please apply for this position, or send your resume to Chantelle Orrey: chantelle.orrey@talentinternational.com