Service Management Lead

2 weeks ago

Brisbane, Queensland, Australia U&U Recruitment Partners Full time

Other (Information & Communication Technology)

Full time

Attractive salary, benefits and career development

U&U Recruitment Partners are proud to be working with Transmax to uncover an experienced IT Service Management Lead (ITSM) ITIL to join as a senior member within the Customer Engineering and Support (CES) group providing support to the Technology Operations Director, leading the implementation of a range of initiatives aimed at improving the maturity and resilience of ITIL practices and function across Transmax. This role plays a vital part in optimising our IT services and ensuring seamless support for our staff and our customers.

Who is Transmax?

Transmax is a transport solutions provider of the ITS platform, STREAMS. Transmax partner with customers to deliver creative solutions that optimise transport networks and support safer and more reliable road journeys.
It's an exciting time in Transmax history as they modernise the core STREAMS product and work with customers to enable the future of mobility leveraging cutting edge technology.

About the role:

Transmax has grown significantly over the last 18 months and are not slowing down

You will focus on improving priority processes within Major Incident Management, Change, Asset and Problem Management, along with performing a system administration function within the service management tool.

Your responsibilities will include:

  • Create and maintain documentation for processes, standards and procedures related to ITSM and ITIL Practices, aimed at enhancing IT service delivery and support capabilities;
  • Performs the Change Manager role and leads the Change Advisory Board (CAB), ensuring that all change requests meet all requirements for promotion to the production environment and attend customer CAB as required;
  • Responsible for overseeing all related ITIL processes and ensuring they are effectively executed;
  • Implements and continually drives improvements and strategies to support the goals and objectives of the organisation within the ITIL landscape;
  • Act as Major Incident Manager (MIM) where required in co-ordinating resources, activities, and updates in the restoration of core or mission critical services including in an after-hours capacity; and
  • Responsible for managing and facilitating the lifecycle of all Problems, as the Problem Manager, working with various teams and stakeholders within the business to reduce and prevent incidents from reoccurring working with customer SLA's.
About You:
  • Excellent attention to detail;
  • Ability to positively influence stakeholders to build trusted working relationships;
  • Excellent ability to build meaningful, trusted, collaborative partnerships with internal and external stakeholders;
  • A high degree of professional accountability and responsibility for actions and duties assigned;
  • Highly trustworthy and unquestionable integrity;
  • Excellent communication & negotiation skills, both written & verbal;
  • Ability to communicate effectively and concisely;
  • Excellent ability to multi-task problem solve;
  • Superb time management and communication skills; and
  • Self-motivated and able to work unsupervised.
Your toolkit for success will include:
  • Tertiary qualification in Information Technology, Computer Science or equivalent, demonstrated industry experience;
  • Formal training and certification in ITIL (V3/V4 Foundation certificate);
  • Minimum ten (10) years' experience in IT, with at least five (5) years' experience specialising in Service Delivery Management, working in an enterprise environment with mature incident, problem, change, and release management principles in place;
  • Expert-level experience in effective planning, prioritisation and management of multiple and competing activities within a complex technology environment which meets internal and external customer expectations;
  • Highly competent experience working with large complex systems in mission critical customer environments;
  • Proven ability to implement and manage a compliance focused change culture; and
  • Solid working knowledge of Confluence, Jira Service Management, or other ITSM tools.
Desirable:
  • Further practitioner level in ITIL certification such as Release, Control, & Validation; and
  • Appropriate technical knowledge and experience as relates to: Virtualisation.
What does Transmax offer?
  • A competitive salary;
  • A high-trust, high-empowering, openly supportive working environment & culture;
  • WFH options (2 days in office per week);
  • Uncapped training budgets to support your career development;
  • Employee Assistance Program with access up to 10 sessions;
  • A recently renovated office in Milton (with some pretty great views, if you ask us);
  • Corporate private health discounts through Bupa;
  • Flexible working hours & arrangements (the right to disconnect & enjoy life);
  • Lots of support for your career plans and advancement; and
  • An environment where you're encouraged to succeed.
How to Apply

For more information or a confidential discussion please call Michael Whelan at u&u on or email quoting reference number 36977

At u&u Recruitment Partners, we value diversity, equity and inclusion. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability.

Should you require reasonable adjustments throughout the recruitment process, we encourage you to make a request via or phone the above-mentioned u&u consultant to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.

Additionally, for a barrier-free and inclusive online experience, you can access u&u's opportunities using accessibility software Recite Me at

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