Manager, IT Service Management

Be part of a growing and exciting business that is reshaping the future of energy
- Full time, permanent position with competitive salary and benefits
- Location: Sydney, Alexandria / Work from home flexibility

**About Ampol**

Here at Ampol, we are proud of our heritage as Australia’s only owned fuel brand. Fuel may be the foundation of our business, but our motivation and purpose come from the people, industries, and communities we engage with. From our origins until today, we’ve always been inspired by the role we can play in people’s lives - to keep them moving, to make journeys happen.

In the next few years, Ampol will be evolving our energy offering to ensure we continue to meet the ongoing needs of our customers whilst best leveraging marketplace opportunities as they arise. We are investing in our infrastructure and people to ensure that we can continue to provide, safe, reliable, and competitive supply to our valued customers.

For over 100 years we have supported Australians to travel far and wide, and we’ll be here for 100 more powering better journeys.

**The role**:
As a business that never stops transforming, our people are challenged with making it happen. Whether it’s dreaming up big ideas, questioning the norm, or solving complex problems, we are tasked with making an impact on the business that will take us into the future. Our collaborative culture means effective decision making informed by diverse thinking, cross functional-working teams and access to experts across our business.

Ampol is currently undergoing a major digital transformation, aimed at propelling the company into the future and setting us up for success. The IT Customer Experience & Modern Workplace team are accountable for the ITIL framework underpinning our ways of working and providing governance and service assurance to optimise the employee experience and drive service efficiencies.

The Manager, IT Service Management is a senior role, reporting to the Head of IT Customer Experience & Modern Workplace and is responsible for ITIL Management practices across Ampol IT. This involves leading Ampol IT Change Enablement, Release, Problem Management, Knowledge Management, Service Design, Service Transition, Service Level Management and Service Asset & Configuration Management.

This is a permanent position based in our Alexandria, Sydney HQ, with flexible, hybrid work options available.

**Key duties**:

- Establish and manage ITIL practices, processes and procedures that control IT Change, Transition and Release Management, Configuration, Service Design, Knowledge and Problem Management
- Introduce a CMMI (Capability Maturity Model Integration) Framework to identify ITIL Practice gaps, training and capabilities.
- Advocate for changes in ways of working and cross functionally collaborate with teams to implement change, if required, to drive the improvement of compliance with ITIL Management Practices.
- Lead and manage the resolution of significant problems within the IT environment
- Interact at senior management level, proactively advocating for adoption and compliance with ITIL Practices.
- Maintain standard ITIL-related SLAs required to support new services and ensure that these are delivered as a part of contract negotiations.
- Oversight of IT Service Transition activities to ensure business readiness for new or changed services
- Liaise with IT Leaders to identify opportunities for orchestration and automation
- People management - ensuring the quality and capability of all resources within their team (selection, performance management, capability development and resource management)
- Engage and motivate a high functioning team and develop capability in others.

**About you**:

- Extensive experience in leading IT Service Management Practices in a complex Enterprise or Corporate organisation.
- Experience in managing transformation (particularly digital transformation) and ongoing leadership and improvement of Service Management Practices.
- Ability to understand business objectives and align IT Service Management Practices to fit.
- Experience with ITSM Tooling (ie ServiceNow) and the ability to drive design decisions to embed robust ITIL practices through that digital platform.
- The ability to build a cohesive team and to manage people effectively.

**We’ll take you further by**:

- Our total remuneration is competitive. This is across base salary, a performance incentive, employee share offers and a 25% discount on Fuel for two privately used cars
- We are flexible. Many of our teams have embraced hybrid work, balancing time spent remote working, with time spent at an office to connect and work together where it adds value.
- We value recognition. We have an internal recognition platform amplifying the achievements of those who do great work and demonstrate our capabilities and values.
- Career development and learning opportunities including LinkedIn Learning and other tailored training solution