IT Service Manager

1 week ago

Sydney, New South Wales, Australia beBeeService Full time $150,000 - $180,000
Job Title: IT Service Management LeadOverview:

The IT Service Management Lead will be responsible for the operational performance of specific IT services. The incumbent must ensure agreed-upon targets and service levels are consistently achieved, customer expectations are met or exceeded, and team performance is managed effectively.

About the Role:

This role involves driving process adoption and compliance, gathering and prioritizing demand for process enhancements, ensuring governance processes are followed, and achieving business outcomes through process efficiencies and improvements. Key responsibilities include defining and implementing processes, plans, controls, and management information to ensure process adherence and effectiveness.

Accountability for driving operational service improvement activities as part of Continuous Service Improvement Planning is also expected.

Key Responsibilities:

  • Define and implement processes, plans, controls, and management information to ensure process adherence and effectiveness.

  • Drive process adoption and compliance, gathering and prioritizing demand for process enhancements.

  • Ensure governance processes are followed, and business outcomes are achieved through process efficiencies and improvements.

  • Manage support teams and suppliers to ensure satisfactory performance against agreed service levels.

  • Provide effective performance reporting to stakeholders, informing tactical and strategic decision making and evidence effectiveness of processes.

  • Ensure all ITSM activities are conducted in line with established policies and supporting the company's strategy.

  • Promote and act as a role model for owned IT Services to ensure both understanding and value with key stakeholders and the wider organization.

Requirements:

The ideal candidate should have demonstrated previous experience within the ITSM and related functions, significant experience working within a multi-vendor environment and complex infrastructure, excellent communication skills, and the ability to work effectively at all levels of the organization.

Required certifications include ITIL V4 foundation certificate, and ideally Expert (or equivalent) or Practitioner within one or more processes.

Analytical skills, problem-solving skills, and the ability to manage competing priorities are also essential.

We Offer:

A challenging and rewarding role in a dynamic environment with opportunities for growth and development.

Collaborative and supportive team with a focus on excellence.

A competitive salary package and benefits.

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