Service Management Lead

The Client & Role:
We’re currently working with an Australia utilities organization who are seeking a Service Management Lead to take them through a journey of ITSM process and governance establishment adhering to and improving on ITIL V4 best practices.
The role will be offered in a permanent capacity with a salary of up to $155,000 plus super depending on relevant project experience and industry expertise. The client operates three days per week on-site out of their CBD office.

Responsibilities:

• Lead the implementation of ITIL v4 processes
• Develop and maintain the ITSM policies, processes and procedures
• Advocate for ITIL v4 best practices, integrated to daily operations
• Develop and maintain internal training and certifications
• Provide guidance and support to teams on ITIL v4 methodologies
• Oversee the integration and coordination of ITSM processes to deliver seamless efficient Digital services
• Propose and establish additional ITIL practices such as Transition, Knowledge, Design, Monitoring and Event Management.
• Monitor and ensure the performance and quality of Digital services delivered to the organisation
• Define and track key performance indicators (KPIs) and service level objectives (SLOs) to measure service effectiveness
• Establish framework for Service Level management processes, propose and introduce these to the wider Digital group
• Implement improvement plans based on feedback and performance data
• Track and report on improvement initiatives
• Drive continuous improvement initiatives related to ITSM service quality and efficiency
• Engage with business stakeholders to understand their needs and service expectations
• Communicate Digital service performance, issues, and improvement plans to stakeholders
• Facilitate or attend regular meetings and updates with key stakeholders, track and coordinate remediation items identified.
• Ensure transparency and accountability in Digital Service Management
• Develop, monitor and report on ITSM performance metrics & KPIs
• Maintain accurate and up-to-date documentation and records
• Ensure compliance with adopted ITSM and ITIL standards, policies and guidelines
• Provide monthly reporting on required SLOs and regulatory breaches to the wider Digital Group and prepare for in-depth discussion on breaches with Digital leadership.

Required Skills & Specialisms:

• ITIL V4 Foundation, MP, DPI, CDS or equivalent
• ServiceNow, reporting, performance analytics, and dashboard creation
• Digital Infrastructure and Operations Microsoft (on-prem / Azure) and AWS
• Supplier / Vendor Relationship Management
• Business Continuity & Disaster Recovery
• Major Incident Management
• Post Incident Review procedures
• Analytics & Reporting using ITSM tools (SLA/SLO and regulatory reporting)
• Demonstrated stakeholder management experience.
• Extensive experience in ITSM roles and deep understanding of ITIL v4 principles.
• Proven track record of implementing and managing ITIL v4 processes in large or complex organisations
• Defining & Documenting service strategies and designs to align with business objectives
• Ability to design services that are scalable, sustainable, and meet business needs.
• Expertise in managing the transition of new or change services into operations.
• Strong experience in change, release and deployment practices.
• Major Incident Management practice design and operation.
• Conduct service reviews, identification of area for improvement and implementation of effective solutions.
• Monitoring & reporting on ITSM performance metrics and KPIs.

If you have previously established ITIL and governance processes apply now via the link provided, all questions can be directed to Daniel following formal application at daniel.clifford@talentinternationl.com or +61 3 9236 7742