Service Management Leader

Salt has partnered with a leading organisation in the Victorian tertiary education sector, seeking an experienced Senior Manager, Service Management. In this position, you will oversee the impact of new and existing IT services, ensuring they align with business objectives and drive service excellence. This is a leadership role that plays a key part in maintaining and improving ITIL-based Service Management processes within complex ITS environment.

Reporting to the Director of Service Management, you will be responsible for governing and enhancing Incident, Problem, Change, and Release Management processes, ensuring that all service transitions and changes are efficiently managed. This role includes leading a high-performing team and driving continuous improvement.

We’re looking for an experienced leader with a passion for IT Service Management and a proven ability to drive process improvement within large, complex environments.

Key responsibilities:

• Drive enhancements across all ITSM functions, refining the ITSM roadmap to align with industry best practices and organizational goals.
• Monitor and optimize SLAs for key IT service areas, ensuring continuous improvement through data-driven performance tracking and benchmarking.
• Implement and refine ITIL processes while maintaining alignment with COBIT and global standards, ensuring robust service management governance.
• Lead Major Incident, Problem, Change, and Release Management, ensuring effective resolution, clear communication, and adherence to business continuity plans.
• Oversee the ITS Service Catalogue and Knowledge Management practices, collaborating with support teams to enhance efficiency and reduce resolution times.
• Manage a high-performing team, and provide leadership in a collaborative environment.
• Mitigate service-related risks, contribute to strategic initiatives, and ensure financial targets are met within a budget.

Skills and Experience:

• 10+ years of experience leading diverse IT teams, managing cross-functional specialists, and driving service management excellence in complex settings.
• Skilled in building and maintaining effective relationships across business and technology teams, including senior executives and project stakeholders.
• Highly developed written and verbal communication skills, with expertise in negotiation, facilitation, and presenting to professional and executive audiences.
• Strong track record in process optimization, continuous improvement, and handling multiple IT initiatives simultaneously while maintaining high-quality outcomes.

Qualifications:

• Degree in Information Technology.
• ITIL certification or expertise in a comparable industry framework.
• Knowledge of project management principles and familiarity with the software development lifecycle (SDLC) is advantageous.

Benefits:

• Competitive base + 17% superannuation
• Hybrid working model (WFH X 2-3 days in CBD office location)
• Training and development opportunities
• Highly collaborative team environment

***Please note, candidates must be willing to obtain a Victorian Working with Children check if successful for this position***

We are actively interviewing for this position, please apply or share your CV to zburgess@welovesalt.com

Acknowledgement of Country

Salt respectfully acknowledges the Traditional Owners of the lands across Australia as the continuing custodians of country and culture. We recognise the enduring connection that Aboriginal and Torres Strait Islander peoples have to the lands, waters, and skies.

We pay our respects to all First Nations Australians and their Elders past and present.

We’re proud to have won the Best Mid-Sized Recruitment Company to Work For at the 2023 TIARA Recruitment Awards, and to have been finalists, for the second year in a row, in the Client Service and Recruitment Leader of the Year categories! At Salt, our mission is Creating Futures by putting our clients, candidates, partners, and team members at the heart of everything we do. We extend our sincere appreciation to everyone who has contributed to our continued success.

Salt acknowledges the Traditional Owners of the lands across Australia as the continuing custodians of country and culture. We pay our respects to all First Nations Australians and their Elders past and present.