Service Management Lead

3 days ago

Melbourne City Centre, Australia Talent International Full time

**Job Details**:
**Location**

Melbourne CBD

**Salary**

ASAP start, flexible working

**Job Type**

Full Time

**Ref**

BBBH95583_1667881731

**Contact**

Carly Llorente

**Posted**

about 3 hours ago

Working for this leading health services organisation as the ICT Service Management Lead you will provide leadership in managing the development, implementation and ongoing maturity and continual improvement of IT Service Management processes.

Your brand new roe will see you act as the Process Manager across the respective IT Service Management processes. You also have overall accountability for the leadership of the ICT Service Desk.

**Key accountabilities**
- ICT Service Management (ITSM) Process Manager for Incident, Change, Problem, IT Asset Management, Service Transition & Service Desk
- Evaluate, design, execute, measure, monitor and control ITSM processes
- Ensure compliance to ITSM processes and frameworks
- Provide leadership to the ICT Service Desk team ensuring appropriate resourcing, management, and expertise
- Manage outsourced support providers where required
- Management of high priority incidents, ensuring appropriate focus is maintained on restoring service and communicating updates in a timely fashion
- Review and assess Requests for Change and chair the Change Advisory Board (CAB)
- Manage and drive the ICT change management process to ensure operational stability at all times
- Monitor, track and report / dashboard services against agreed SLAs; contribute to the development of standard reporting, analysing data and contribute to service improvement strategies

**Skills and experience**
- Demonstrated strong service management experience/knowledge in implementing and managing key ITIL framework areas
- Significant experience in managing incidents in a multi-platform, multi-vendor environment
- Experience managing the change management process within a diverse technology and highly fluid systems landscape
- Significant experience as a people leader with demonstrable coaching and leadership skills.
- Experience with the implementation and ongoing use of ServiceNow for ITSM
- Strong customer focus and service delivery experience
- Excellent stakeholder management skills, ability to influence and negotiate at all levels to achieve effective outcomes
- Demonstrated excellent written and verbal communication skills; interpersonal and collaborative skills; and the ability to facilitate communication between different functions of the organisation
- ITIL Foundations & Practitioner or Lifecycle certification

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