Technical Service Excellence Specialist

4 days ago

Sydney, New South Wales, Australia beBeeService Full time $105,000 - $155,000
Technical Service Excellence Specialist

This pivotal role plays a crucial part in Domain Group's strategy, ensuring successful implementation and ongoing delivery of Incident, Problem and Change Management processes.

The Technical Service Excellence Specialist will be responsible for minimizing the negative impact of IT incidents and preventing their recurrence. This ensures stability, reliability, and continuous improvement of IT services to support business operations effectively.

  • Establish and operationalise a consistent Incident and Problem Management process across the Domain Group.
  • Implement, embed and provide ongoing support of the Incident and Problem Process and Procedures to ensure adoption of ITIL best practices.
  • In partnership with the Service Delivery Manager (SDM), oversee and manage Incident, Problem and Change across the Domain environment.
  • Ensure seamless operation, continuous improvement, and strategic alignment of our business technology services with broader organisational goals.
  • Drive rapid service restoration, effective crisis management, SLA adherence and structured incident response.
  • Reduce incident recurrence, enhance IT Service quality and reliability, cost reduction, knowledge and learning, risk mitigation and continuous service improvement.

This role requires expert knowledge of ITSM tools JIRA Service Management (JSM) and frameworks, as well as experience in implementing and managing ITIL processes.

The ideal candidate will have a Bachelor's degree in Information Technology, Computer Science, Business Administration or a related field, and relevant certifications such as ITIL 4 Foundation and Global Best Practice in IT Major Incident Management (MIM).

This is a mid-senior level role that offers hybrid working, first-rate parental leave, and opportunities to leap, learn and grow in a team that values creativity and innovation.

Key Responsibilities:

  • Develop and maintain Incident and Problem Management processes to ensure optimal service delivery.
  • Work closely with cross-functional teams to drive business outcomes through effective service management.
  • Collaborate with stakeholders to identify and address service gaps and areas for improvement.

Required Skills and Qualifications:

  • Expert knowledge of ITSM tools, including JIRA Service Management (JSM).
  • Experience in implementing and managing ITIL processes.
  • Strong understanding of Incident and Problem Management concepts and best practices.
  • Excellent communication and interpersonal skills.
  • Bachelor's degree in Information Technology, Computer Science, Business Administration or a related field.
  • Relevant certifications, such as ITIL 4 Foundation and Global Best Practice in IT Major Incident Management (MIM).

What We Offer:

  • Hybrid working arrangements.
  • First-rate parental leave.
  • Opportunities to leap, learn and grow in a team that values creativity and innovation.

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