IT Service Manager

**Company Description** Every institution values excellence. What matters most is why.**
Griffith was created to be a different type of university. You’ll find we’re about leading research, academic excellence, and the transformative power of education. But what sets us apart is why those things matter and how you’ll achieve them.

**Why?** Griffith brings together exceptional minds like yours from across the globe and from all walks of life. Here, we do incredible work, questioning and challenging, always in the pursuit of excellence.

The **Service Centre** delivers core University services and support through an easy to access,
service experience for students and staff, through a consistent, efficient and effective service
delivery model.

The **Service Centre** delivers core University services and support through an easy to access, service experience for students and staff, through a consistent, efficient and effective service delivery model.

**About the Opportunity**

The IT Service Manager maintains the organisation's Enterprise Service Management framework (based on ITIL) and is responsible for ensuring that ESM good practice is applied throughout the organisation. They oversee Change Management, manage major incidents and coordinate problem resolution across multiple teams and domains. They leverage IT performance data to drive continuous improvement activities to ensure the organisation's Service Management maturity is effective.

**About you**
- Experience leading and transforming IT Service Management teams to effectively plan, coordinate and deliver fit for purpose, customer-focused IT services.
- Experience with interpersonal and stakeholder management skills with an ability to influence senior management and strategic decision making.
- Experience and knowledge of contemporary leading practices in the planning, coordination and delivery of IT Services, including ITIL.
- Experience in IT infrastructure and operations.
- Excellent communication, interpersonal and stakeholder management skills
- Risk identification and management experience.
- Knowledge of ITIL methodology and experience in supporting the delivery of IT Service frameworks
- Experience in ITSM practices
- Experience working with ITSM tools such as ServiceNow.
- ITIL qualifications desirable.
- Experience with Agile work methodology.

**What we can offer**

This is a full time, fixed term opportunity until 31st December 2026 and can be based at either Nathan or the Gold Coast Campus. As Griffith is a multi-campus University you may be required to work across other campus locations.

HEW 7 Salary - $101,068.27 - $109,496.54 + 17% superannuation. Full package range - $118,249.89 - $128,110.96.
**Additional Information** Why join Griffith?**

As a values-led organisation, at Griffith University, we've worked hard to create a dynamic and strong organisational culture. We offer:

- Wide range of Learning and Development opportunities
- Mix of on campus and work from home options available and a supportive work environment
- Salary packaging options and corporate health discounts
- Generous leave entitlements including paid parental leave and leave loading.
- Support with future learning opportunities through our educational staff assistance scheme
- Opportunities for internal mobility
- Health Safety and Wellbeing initiatives - on campus Gym facilities

At Griffith, we’re committed to providing a safe and inclusive environment for all - whoever you are and wherever you’re from. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.

Griffith University values diversity, inclusion and flexibility and we encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. For more information please visit our Equity, Diversity and Inclusion page. Griffith University also maintains a strict zero-tolerance policy against all forms of modern slavery. For more information, please refer to Griffith’s Modern Slavery Policy.

**How to apply**
- A covering letter outlining your suitability for the role, please refer to the qualifications above and the position description.
- Current curriculum vitae/resume including full contact details.