Itsm - Service Integration Manager

2 weeks ago

Melbourne, Australia Toll Group Full time

Company Description
**About Toll Group**

The global Corporate Affairs team support brand and reputation, media relations and public relations, corporate social responsibility, sponsorships, stakeholder and industry engagement, and government affairs and public policy. Our team of specialists are based around the world and partner with both the Global Logistics and Global Forwarding divisions in solution delivery.

**Job Description**:
**The Role**

We are looking for an experienced ITSM - Service Integration and Management (SIAM) Manager to join our IT function based in Melbourne or Sydney. The SIAM Manager is responsible for developing a SIAM capability for Toll Group IT, which includes designing a Service Integration and Management strategy and establishing a governance model for managing internal and external IT service providers to deliver high-quality services that meet business outcomes while ensuring a seamless integrated service.

As the SIAM Manager, you will:

- Develop SIAM Target Operating Model, align roles and interfaces with relating functions.
- Orchestrate efficient service management delivery with strong governance, integrated processes and tooling solutions.
- Establish and maintain strong relationships with Service Providers, monitor and improve service delivery.
- Ensure SLAs and OLAs are developed and published, manage interdependencies within Service Providers.
- Continuously review and improve performance levels and handle Dispute and Escalation Management.
- Provide expert advice to promote quality service delivery that meets contractual requirements, legal obligations, and organizational policies.

**Qualifications**:
**About you**

To be successful in this role, you will need:
Technical:

- Degree in Computer Science/Engineering or relevant discipline.
- Experience in defining and implementing ITSM processes, IT Service operations design, IT Service Transition, and ITSM process certification.
- Familiarity with the ServiceNow platform and ISO27001 framework controls.

Business:

- Experience in Supplier Relationship Management, vendor performance reviews/QBRs, and establishing service performance plans and metrics.
- Ability to manage third parties and translate performance metrics into service credits and commercial penalties.

Leadership:

- Ability to orchestrate remote teams, build relationships, communicate effectively, manage stakeholders, work proactively, and engage people while respecting differences in personnel at all levels in the organization.

Additional Information
**Be Connected**:
With a bold vision and innovative drive, join our 16,000 colleagues as we lead industry change and transform how customers best meet their global supply chain needs in a meaningful and sustainable way. Join us and take pride in building relationships that matter, because being connected is at the centre of what makes Toll great - it’s what makes our possibilities endless.

You must be entitled to work in** Australia **and be prepared to undertake pre-employment checks including a criminal history check and medical.

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