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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 service to our customers and communities.
As a Senior Service Management Specialist, you will be responsible for governing and managing core practices of IT Service Management, including Incident Management, Problem Management, Change Management, and Continuous Service Improvement. You will work closely with stakeholders to minimize the impact of incidents on business operations and drive continuous improvement initiatives.
Key Responsibilities- Lead the incident management process to efficiently resolve incidents, with a focus on major incidents, including providing after-hours support on a rotational on-call basis.
- Apply incident management best practices and ITIL principles to ensure effective incident resolution.
- Collaborate with stakeholders to minimize the impact of incidents on business operations.
- Conduct post-incident reviews to identify root causes and drive continuous improvement.
- Identify and address the root causes of recurring incidents.
- Guide the problem management team in investigating and resolving problems.
- Maintain a problem management knowledge base to prevent incident recurrence.
- Facilitate problem management meetings and promote knowledge sharing.
- Oversee the effective evaluation, planning, and implementation of changes.
- Review change requests and provide guidance based on best practices.
- Work with cross-functional teams to plan and execute changes with minimal disruption.
- Continuously review and enhance change management processes and controls.
- Drive a culture of continuous improvement and operational excellence.
- Use analytical skills to identify areas for service enhancement and operational efficiency.
- Analyze customer feedback and industry trends to guide improvement initiatives.
- Provide guidance and training on ITSM frameworks and best practices.
- Experience using analytical methodologies, frameworks, and tools.
- Ability to explain technical or complex matters in a way that is simple and accessible to a wide range of audiences.
- Experience in conducting training, across a wide range of audiences.
- 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 service 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.
We are an inclusive workplace for people from all walks of life, and we encourage applications from people of all ages, genders, and backgrounds. We are proud to be one of the largest organisations in Australia to successfully achieve Disability Confident Recruiter status.
