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Senior Service Management Specialist
2 months ago
We are seeking a highly skilled Senior Service Management Specialist to join our team at Australia Post. As a key member of our digital technology team, you will play a critical role in helping us deliver exceptional services to our customers and communities.
Key Responsibilities- Govern and manage core practices of IT Service Management, including Incident Management, Problem Management, Change Management, and Continuous Service Improvement.
- Support the resolution of high-priority incidents, proactive incident prevention, emergency change coordination, environment monitoring, problem management, and continuous improvement initiatives.
- Lead the incident management process to efficiently resolve incidents, applying incident management best practices and ITIL principles.
- Collaborate with stakeholders to minimize the impact of incidents on business operations and conduct post-incident reviews to identify root causes and drive continuous improvement.
- Identify and address the root causes of recurring incidents, guiding the problem management team in investigating and resolving problems, and maintaining a problem management knowledge base to prevent incident recurrence.
- Oversee the effective evaluation, planning, and implementation of changes, reviewing change requests and providing guidance based on best practices, and working with cross-functional teams to plan and execute changes with minimal disruption.
- Drive a culture of continuous improvement and operational excellence, using analytical skills to identify areas for service enhancement and operational efficiency, and analyzing customer feedback and industry trends to guide improvement initiatives.
- Extensive experience (5+ years) in IT Service Management, with a focus on incident management, problem management, change management, and continuous improvement.
- In-depth knowledge of ITIL or other ITSM frameworks.
- Strong analytical and problem-solving skills, with the ability to drive root cause analysis and develop effective solutions.
- Excellent communication and stakeholder management skills, with the ability to collaborate effectively with individuals at all levels of the organisation.
- Relevant certifications such as ITIL Expert/ITIL 4 Managing Professional, Certified Problem Manager, or Certified Change Management Practitioner are highly desirable.
- Strong knowledge of ServiceNow.
At Australia Post, we are committed to delivering exceptional services to our customers and communities. We believe in creating a culture where everybody feels they belong, are valued, and can bring their authentic self to work every day. We deliver on our values of Trust, Inclusivity, Empowerment, and Safety every day, and we are proud to be an inclusive workplace for people from all walks of life.
