IT Service Management Lead

2 weeks ago

Adelaide Region SA, Australia Discovery Parks Full time

Be part of the growth of a South Australian success story
- Join the market leading Technology team in South Australia
- Fun, energetic and open culture with great discounts for you and your family

**About Us**

The G’day Group comprises three leading Australian tourism brands in Discovery Parks, G’day Parks and loyalty program G’day Rewards. Employing more than 2,200 people Australia-wide, G’day Group has a truly national footprint of over 300 holiday parks, including 85 fully owned and operated parks and Resorts. The largest park network in the country, we’re about authentic Australian holiday experiences and inviting all Aussies to say g’day to more of Australia.

We’re on a journey of growth and evolution to reshape the industry, offering the best customer experience underpinned by the best technology. Each year, we showcase the true Australia to millions of guests and we are the co-custodians of some of the country’s most treasured places; a privilege we don’t take lightly. With eyes on domestic and regional tourism like never before, we are building a passionate, adaptable, high-performance team to create holiday memories that put a smile in every g’day.

**The Role**

As the IT Service Management Lead you will lead and facilitates the operation and improvement of the G’day Group’s IT service management processes and tooling in accordance with the IT Continual Improvement, (CI) Roadmap.

Critical success factors are excellent customer focus, a sense of urgency, a pragmatic approach to process improvement and organisational change management.

You will initially focus on leading and maturing the following IT service management processes:

- IT Major Incident Management
- IT Service Request Management
- IT Service Level Management
- IT Event Management
- IT Change and Release Management
- IT Problem Management
- IT Service Finance Management
- Consolidation and optimisation of IT service management tooling

You will require an excellent understanding of ITIL, Lean Six Sigma, agile ways of working and broad corporate IT technical knowledge.

Your role responsibilities will include:

- Manage agreed IT service management processes
- Shape, drive, facilitate & lead improvement initiatives maturing IT service management
- Manage & lead the resolution of IT problems, (root cause analysis)
- IT product owner for Service Management tool
- Provide expertise in specialist area across a range of programs or activities
- Provide accurate & specialised advice including anticipating problems
- Ensure knowledge of and compliance with legislative, financial & industry frameworks
- Contribute to the development of team objectives and planning for longer-term initiatives
- Contribute to managing change and uncertainty in the workplace
- Perform risk management and risk assessment activities within area
- Develop, market and maintain the IT business management system
- Help priorities for the work area, maintain team cohesion, and ensure quality of outputs

**Your Experience**

A Bachelor’s Degree in Information Technology or relevant field, combined with proven experience in improving IT service management processes, combined with strong business analysis skills.

You will have a strong knowledge of ITIL and Agile and IT Service Management tooling expertise e.g. Jira Service Management. You will have experience with corporate IT operating models and technical landscapes.

You will have excellent interpersonal and collaboration skills, with the ability to communicate complex concepts to technical and non-technical stakeholders. You will possess a high level of energy, self-motivation, autonomy, initiative, and attention to detail to be successful in meeting the business demands at G’day Group. Your naturally upbeat and open style will fit our cultural values. You will have a highly organised mindset with the ability to assess the urgency of work allocated to you by various stakeholders.

G’day Group is a dynamic company with an energetic ‘market disrupter’ reputation. If you are passionate, adventurous, and ready to hit the ground running, we want to hear from you.

**Discover more to life** - APPLY NOW

**Benefits**
- Health and Wellbeing - Flexible and hybrid working arrangements / Employee Assistance Program / Discounted private health cover / BeWell Training Program / Weekly yoga and walking group / Free annual flu vaccinations
- Leave Policies - Parental leave / Volunteer leave / Study leave
- Professional Development - Leadership programs / Support of external training courses / Reimbursement of professional memberships
- Employee Savings - Discounted accommodation and experience rates / Salary packaging / Discovery partner discounts/ Free G’day Rewards membership / Loyalty recognition benefits

**Our ESG statement**

The G’day Group acknowledges the increasing global expectation to demonstrate our approach to Environmental, Social and Governance (ESG) risk factors and sustai

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