Service Manager

$120,000 + 5% VR + Super + Benefits
- Flexible 50/50 WFH/Office
- SLT role in SIAM/ITSM practice

**About AC3**

At AC3, we turn technology into real-world outcomes. As Australia’s leading secure multi-cloud solutions provider, we support over 700 enterprise customers including more than half of NSW Government agencies. With offices in Sydney, Melbourne and Auckland, we deliver end-to-end IT solutions across cloud, infrastructure, cyber security, and data integration. Proudly Australian-owned, our values-led culture has earned us the #4 spot on Australia’s Best Places to Work list.

**About the Role**

We’re seeking an experienced Change & Transition Manager to lead the development, implementation and continuous improvement of our Change and Transition Management functions. This role balances strong process governance with people-first leadership, ensuring operational stability while uplifting delivery standards.

You’ll act as both guide and gatekeeper empowering internal teams and external customers to adhere to structured processes that reduce risk and maximise success during change and service transitions.

**Key Responsibilities**
- Own, develop and continuously enhance AC3’s Change and Transition Management frameworks, including processes, procedures, and governance models.
- Ensure consistent adherence to defined processes across teams and projects.
- Lead all Change Management activities including chairing CAB meetings, managing change calendars, agendas, minutes and stakeholder communications using the RACI model.
- Oversee end-to-end Transition Management, facilitating discovery workshops, drafting enablement plans, and producing service handover documentation.
- Identify training needs and deliver targeted education to address gaps in process compliance and capability.
- Create effective onboarding, documentation and process training for operational support teams.
- Drive employee engagement and capability through career development plans and inclusive leadership.
- Collaborate cross-functionally as part of the SIAM Leadership Team, contributing to continuous improvement and operational excellence.

**What You’ll Bring**
- 10+ years' experience in IT, including 5+ years in people or process leadership.
- Proven track record of managing change and transition processes in a technical or managed services environment.
- Strong relationship management skills across internal teams, customers, suppliers and industry partners.
- Ability to lead under pressure, juggle competing priorities, and maintain operational clarity in high-stakes environments.
- Demonstrated experience in coaching and developing teams, aligning performance with company goals, and addressing challenges proactively.
- A mindset of continuous improvement and a commitment to customer-centric outcomes.

**Why Join Us**
- **$110K-$120K base + super + bonus + benefits**:

- Hybrid flexibility: minimum 50% office time for balance and collaboration
- Lifestyle perks: discounts on novated leasing, health insurance and more
- Prime CBD location with easy access to transport and amenities
- Supportive leadership that values initiative, transparency and collaboration
- Culture-first workplace ranked #4 on Australia’s Best Places to Work

**We’d love for you to experience the AC3 way**
- **Work Wise -** As one AC3, we put our combined skills to work to ensure we do more good, for much less. All in service of our customers and each other.
- **Work Humble -** As a team, we bring our authentic selves to the world of tech. It’s our down-to-earth, humble nature that makes us unique and easy to work with.
- **Work Honest -** We’re here to do an honest day’s work, individually and as a team. We’re constantly looking for opportunities to take the initiative and implement practical solutions.