Service Management Specialist

Melbourne, Victoria, Australia Full-time

Our Client is a large multi-functional Not-For-Profit organisation that is undergoing rapid internal growth. With International reach, their Australian presence is highly visible with 10,000 employees in over 1,500 locations. They have been making a significant contribution and impact to Australian communities for over 150 years, working to transform the lives of those in need.


A major corporate restructure has begun to join two existing Eastern (NSW, QLD, ACT) and Southern (NT, SA, TAS, VIC, WA) territories into a single organisation with the ability to make an even greater impact on the many people who depend on our services.


As a direct result of evolving into this next exciting stage, several opportunities have opened up across the organisation that require highly skilled and motivated people to deliver a range of directives.


About the role

The Service Management Specialist position has been created to provide leadership and expertise to deliver best practise service management (ITIL V3) policies, procedures & processes to enable efficient and effective ITS national service delivery and operations.

This is a great opportunity to develop and implement an ITIL framework at a national level from the ground up. You will be responsible for all aspects of ITIL Service Management set up and roll out. Reporting into the General Manager, IT Service Delivery, the role will:

  • Lead the development, implementation and roll out of ITIL V3 through the organisation
  • Ensure a balance between best practise and fit for purpose policy and process to drive effective service management
  • Minimise outages, downtime and any other risks through effective processes such as change, problem and incident management
  • Perform relevant business impact analysis on large changes to environment
  • Ensure SLAs are developed as per business requirements and adhered to accordingly
  • Chair service management meetings such as change advisory board (CAB)
  • Drive continuous service improvement initiatives
  • Act as single point of contact for all service management matters


About You


To be successful in this role you will be tertiary qualified in computer science or business. You will have at least 5 to 10 years' experience in a similar role managing across the ITIL lifecycle working within a large enterprise operation, with at least 2 years' experience of ServiceNow and implementing ITIL V3.

Your work history will show you have a sound understanding of infrastructure technologies, security, enterprise applications, O365 and Microsoft services.

Must have ITIL Certification at least to Practitioner level. ITIL Intermediate certificate is highly desirable.

Have a large Enterprise environment experience and can take a greenfield site, develop new best practice frameworks and drive new standards and procedures across a national wide organisation.

To Apply – please click on ‘Apply Now’. For a confidential discussion regarding this position please contact our recruitment partner 

Applications close: 25th November 2018