Service Management Lead

**Job no**: 0056786
**Location**:Parkville
**Role type**:Full time; Continuing
**Department**:Business Services
**Salary**:UOM 9 - $129,154 - $134,374 p.a. plus 17% super
- Partner with teams to embed best practice ITIL processes and implement improvements
- Grow your leadership and expertise / significant operational impact / passionate team
- $129,154 - $134,374, 17% super, benefits and a flexible hybrid work environment

**About the Role**
This is a fantastic opportunity for an experienced leader in Service Management to take on an exciting role with a strong customer focus as part of a team that values your expertise and encourages a culture of knowledge sharing. Your work will have significant organisational impact, activating efficiencies for a wide range of end users, enabling them to deliver exceptional outcomes.

Reporting to the Senior Manager Service Process Management, the leader in Service Management has a strong focus on continuous improvement, high-level stakeholder engagement, and activation of ServiceNow capabilities.

You will work closely with operational teams to embed best practice ITIL processes and implement improvements with a strong customer focus, as well as work with a wider range of enterprise services using ITIL processes. The role requires data analysis and agile tools to ensure measurable outcomes. The role will also provide direction and mentorship to operational managers and staff to ensure optimal impact.

Your responsibilities will include:

- Drive ServiceNow optimisation and process improvement initiatives by collaborating with operational and technical teams, co-creating service performance dashboards and ensuring recurring governance.
- Actively engage as a member of the Service Management Practices team, contribute to a positive work environment that encourages teamwork and cooperation, and use agile work practices to ensure optimal value delivery to the University.
- Provide effective management of ITIL service management processes, generate valuable insights through data analysis, investigate and activate ServiceNow modules, and collaborate with Business Services teams to co-create innovative service and process improvements.

**Who we are looking for**
You possess a growth mindset and align yourself with the values of Business Services, including University First, Service Excellence, and One Team. You have strong consultancy skills to engage and influence stakeholders and the ability to work collaboratively with operational personnel and senior management to achieve continuous improvement and provide excellent customer service. Additionally, you have excellent communication skills including presentation and workshop facilitation skills, data analysis, reporting, and documentation skills necessary to excel in this role.

You will also have:

- A tertiary qualification with relevant experience, or an equivalent combination of relevant experience and/or education/training.
- A solid understanding of and demonstrated practical experience in activating and improving two or more core Service Management processes (ie change, incident, problem, knowledge, service catalogue, request fulfilment, service transition).
- Proven knowledge and experience in the use of ServiceNow service management platform and the implementation and promotion of both mature and underutilised modules
- Expertise in ITIL framework.

For further information regarding responsibilities and requirements please refer to the attached PD.

**This role requires current valid work rights for Australia.**

**Your new team - Client Services**
The Client Services drives operational performance as well as improvement and innovation initiatives to deliver the 'best experience tomorrow' with a focus on staff service experience and innovation driven by deep client engagement.

We embrace and embody the Business Services’ values of University First, Service Excellence and One Team.

**What we offer you**
In addition to a competitive salary and flexible working conditions we offer the opportunity to be part of a vibrant community and a enjoy a range of benefits including generous leave provisions, salary packaging, health and well-being services and discounts on graduate courses. For more information check out our benefits page

**Opportunity Works at the University of Melbourne**

At University of Melbourne, opportunity works—in many ways. We are, of course, a place of opportunity for students to learn, grow and make an impact upon the world. We’re proud of that, and quite well respected as a leading institution of research and learning.

But there’s so much more here. Like an incredible community of educators and staff who maintain our global reputation. And at the heart of it all, a dedicated team of technology professionals. They are the ones that make opportunity work at UofM.

Our investment in technology enables our renown research capabilities, engages some of the best students on the planet, and