Service Management Lead

Overview:
- Dynamic Service Management Lead position available, Full-time Fixed Term 12 month role. Based at the Melbourne CBD campus (Hybrid role), and Flexible Working Arrangements.- Responsible for the ongoing management, thought leadership, planning and delivery of efficient, effective and secure solutions.- Collaborates across ITS and other stakeholders across the portfolio.

About the Portfolio

The Operations Portfolio enables an integrated, enterprise-wide delivery for best practice student and staff experiences.

The Portfolio incorporates the following business units: Enterprise Projects and Business Performance (EPBP), Communications, People, Information and Technology Services (ITS), Office of the Chief Operating Officer, Procurement and Vietnam Operations.

The Portfolio houses significant drivers and delivery components across the staff and student journeys and enables the overall experience for both groups. The Portfolio is integral in bringing the RMIT strategy to life, across the globe. Each of these functions supports the global operations of the University both directly as well as through its controlled entities.

The Information Technology Services (ITS) function, provides RMIT University with current and emerging Technology systems and services. Our vision of “unleashing technologies to enable great experiences for RMIT communities” supports a proactive and leading-edge technology ecosystem, mindset and delivery empowering the advancement of the University’s commitment to advancing Lifelong Learners.

The Role

A key focus of the Service Management Lead is to coordinate and facilitate the rapid recovery of incidents impacting business operations. And to ensure that communications to key stakeholders are provided in a concise and timely manner as agreed 24 x 7.

The Service Management Lead is additionally responsible for the ongoing management, thought leadership, planning and delivery of efficient, effective and secure solutions for ITSM Change, Incident, Major Incident, Problem, Release, Vulnerability and Request functions (including reporting), on a global scale for RMIT University.

The role will work with internal ITS teams (at a global level) reviewing ITSM SLA performance and identify focus areas for improvement.

Working in a team, ensuring key deliverables are met and collaborating with senior college stakeholders, ITS Directors and the CIO on strategic initiatives.

Strategic Leadership- Support strategic leadership efforts and continuous improvement across all ITSM functions, contributing to initiatives aligned with the university’s strategic objectives and ITSM roadmap.- Serve as the process co-owner for Incident, Change, Release, Vulnerability and Problem Management, ensuring efficient handling protocols and adherence to ITIL standards.

Stakeholder EngagementContribute to operational performance reporting, preparing monthly IT Service Management SLA reports and identifying insights to support improvement actions- Support stakeholder engagement by helping maintain effective communication channels across ITS, University Stakeholders, and third-party service providers.- Support management and continuous improvement of the ITS Service Catalogue and Knowledge Management practices, promoting shift-left principles to enhance ticket triaging and resolution times.

Operational ManagementParticipate actively in ITSM functions including Change, Release, Incident, Major Incident, Vulnerability and Problem Management.- Conduct post-incident reviews to document lessons learned and embed best practices- Mentor and support teams, fostering an environment focused on continuous improvement, innovation, and operational effectiveness.- Assist in governing SLAs for Incident, Problem, Change, Release, Vulnerability, and Request Management, identifying areas for improvement, ensuring compliance with ITIL standards, and supporting relevant initiatives.- Assist in implementing and enhancing ITIL processes within Service Management functions, ensuring alignment with COBIT frameworks and industry best practices.- Participating in 24 x 7 on-call Major Incident Management roster

Qualifications- Mandatory: 5+ years of operational management in a complex environment Mandatory: 5+ years’ experience in managing third-party suppliers, demonstrating service improvement initiatives, financial management (including initiatives where cost reductions have been implemented), and excellence in performance / contractual obligations being met

To Apply

Please submit your CV and cover letter addressing your suitability for this position by clicking on the ‘Apply’ link below.

For further information about this position, please see the Position Description below.

Position Description - Service Management Lead

We will be running a rolling recruitment process, so please do not wait until the closing date to apply.

When you join our team, you'll be able to access a range of benefits:

- From travel to fitness, there