Principal It Service Management

2 weeks ago

Perth, Western Australia Paxus - Technology + Digital Talent Full time
Our mining client is seeking a Principal ITSM for an initial 6 M Contract to define and drive ITSM governance framework aligned to ITIL best practices.
This Perth-based role (with WFH flexibility) is responsible for leading and driving IT Service Management (ITSM) across the organisation.
You will oversee the implementation, governance, and continuous improvement of ITIL-aligned practices, as well as manage capacity and demand planning.
What You'll Be Doing Lead the development, implementation, and continual improvement of ITIL-based IT Service Management (ITSM) processes (e.g., Incident, Problem, Change, Request, Knowledge, Demand & Capacity).
Own and drive ITSM governance frameworks, KPIs, reporting, and maturity assessments.
Collaborate across IT and business units to embed service excellence and a strong ITSM culture.
Manage and mentor a team of ITSM specialists, providing leadership in service operations.
Ensure service delivery aligns with business demand, regulatory compliance, and quality requirements.
Engage with external vendors and internal stakeholders to promote adoption and improve service integration.
Champion the automation of service delivery processes, including integration of AI and ITSM tools such as Service Now.
Lead initiatives in capacity, demand, license, and vendor management.
About You10+ years of experience in IT operations and service delivery.
Strong practical application of ITIL v3 or v4 frameworks (certification required).
Demonstrated experience in implementing ITSM practices in large-scale enterprise environments.
A collaborative and strategic mindset, with a knack for influencing diverse stakeholders and leadership teams.
Knowledge of ITSM tools such as Service Now and experience in service delivery against SLAs and cost parameters.
Proven experience in governance, process ownership, and ITSM training or enablement programs.
Qualifications Degree in a STEM or business discipline, or at least 10 years of equivalent industry experience.
ITIL V3/V4 or equivalent Service Management certification.
Desirable Experience working within the resources, mining, or industrial sectors.
Proven track record managing demand, capacity, and vendor relationships.
To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact MJ Lim on mlim@paxus.com.au and quote the above job reference number.
Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability.
If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.
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