Technology Visionary Leader

3 days ago

Melbourne, Victoria, Australia beBeeExcellence Full time $200,000 - $250,000
Director of Service Excellence

A dynamic and forward-thinking individual is sought to lead our Service Management team in delivering exceptional service experiences across all technology domains.

This key role will define and drive the enterprise-wide Service Integration and Management (SIAM) strategy to ensure consistent, effective and value-driven service delivery. Key responsibilities include leading a team to enhance end-user satisfaction, service usability, productivity and accessibility through user insights, journey mapping and service design.

Key Responsibilities:

  • Develop and mature service management capabilities such as Service Design (e.g. availability, capacity, continuity management) and Service Transition (e.g. asset management, config management, release management etc)
  • Guide strategic development and adoption of service management platforms (e.g. ServiceNow), including investment in automation, AI and self-service capabilities
  • Establish governance and configuration standards for platform modules to ensure consistency, scalability and audit readiness
  • Lead improvements in service performance through robust monitoring, reporting, service level management and experience level management practices

Requirements:

  • Extensive commercial experience in IT Service Management or related roles, including at least 3 years in a senior leadership capacity within a large, complex organisation
  • Proven experience designing and leading enterprise service integration and management frameworks across federated environments
  • Strong track record in uplifting ITIL capabilities at scale and introducing new service domains such as Asset, Configuration and Knowledge Management
  • Demonstrated success in implementing enterprise ITSM platforms and enabling automation, AI/ML, or self-service capabilities
  • Experience working in or with shared services, multi-vendor ecosystems, or IT outsourcing environments

What We Offer:

  • Flexible working options
  • Office perks
  • Discounts
  • Reward through recognition
  • Opportunities for learning and development
  • Paid parental leave
  • Investment in your future

About Us:

We are committed to creating a workplace that is safe and respectful for our team. We encourage applications from people of all ages, cultures, abilities, sexual orientation and gender identities.

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