IT Service Management Specialist

Job description:

Reporting to the Head of IT Operations, the IT Services Management Specialist (ITSM) plays a critical role in driving and coordinating ITSM practices across the Technology Office. This position is responsible for driving change and ensuring the consistent and effective delivery of IT services by embedding and maintaining best-practice ITIL processes.

Acting as a key liaison between Technology Office and stakeholders within the Institute, the role ensures that service delivery aligns with the Institute's objectives, supports operational efficiency, and promotes continuous improvement.

The IT Services Management Specialist will monitor service performance, facilitate service reporting, and support process maturity initiatives to uplift the quality and reliability of IT services within the Technology Office.

Your responsibilities include:

• Lead and execute a structured Incident Management process to ensure the timely identification, escalation, and resolution of major incidents, minimising disruption to business operations.
• Coordinate response efforts across teams, maintain effective communication with stakeholders, and ensure transparency throughout the incident lifecycle.
• Deliver proactive and reactive Problem Management activities to identify, investigate, and resolve recurring issues that impact IT service stability and performance.
• Manage the change control queue, ensuring all change requests are assessed, prioritised, and implemented with minimal disruption to business operations.
• Manage the lifecycle of IT assets (hardware and software), ensuring accurate tracking, optimised utilisation, and compliance to drive cost reduction and return on investment.

What we need from you:

• Minimum of 5 years' hands-on experience operating in a mature ITSM function, with a strong focus on incident, problem, change, and asset management.
• ITIL v3 foundation certified and v4 foundation certificate (preferred).
• Demonstrated experience with IT service management (ITSM) tools (e.g. iVanti, ServiceNow, Jira Service Desk) and ITIL frameworks.
• Demonstrated understanding of ITIL principles and their practical application in improving service delivery and operational efficiency.
• Experience with end-to-end service mapping and managing a Service Catalogue, with a strong ability to interpret technical configurations and understand the relationships and dependencies between the IT assets that comprise the service.
• Proven ability to lead and support change initiatives by promoting ITSM best practices, driving process improvements, and influencing adoption of structured frameworks with resilience and adaptability.

For full viewing of responsibilities and requirements please refer to the position description.

Any specific questions related to this position should be directed to Greg Walker at

What's in it for you?

• Maximise Your Pay: Benefit from salary packaging, including entertainment and novated leases
• Make a Difference: Collaborate with a team passionate about making a positive impact
• Supportive Environment: Work in a dynamic and energetic setting with our expanding team.
• Work-Life Balance: Benefit from generous personal leave days and purchased leave options

Who we are

Murdoch Children's Research Institute envisions a transformative future for child health. Our institute is a hub of impactful scientific breakthroughs, particularly in early interventions, enhanced diagnosis, prevention, and potential cures. We thrive on collaborative, multidisciplinary problem-solving to address challenging queries in child health. Committed to inclusivity and respect, we foster a positive working environment that values diverse backgrounds and experiences. As a proud member of the Australian Network on Disability and a dedicated supporter of Science Australia Gender Equity (SAGE), we uphold principles of equal opportunity and diverse representation.

We are committed to the safety of children and young people and takes a zero-tolerance approach to all forms of child abuse, exploitation and harm. Child safety is prioritised in our decision-making at all levels of the Institute.

Join Us

If you believe this role is a good fit for you, please apply by submitting:

• Your resume
• A cover letter addressing the selection criteria

Ensure these documents are combined into a single PDF file.

We welcome individuals of diverse genders, ages, ethnicities, cultural backgrounds, abilities, religions, and sexual orientations in our workplace. We actively encourage talented individuals from all walks of life to apply for our job openings. Our commitment lies in fostering a workplace that is barrier-free and inclusive, aiming to attract the most skilled candidates.

For any questions related to the recruitment process, feel free to reach out to our Recruitment team at Ensure that you include the position number and job title in the subject line. Please refrain from sharing your application to this email address.

Please note, we reserve the right to close the vacancy prior to the closing date once a sufficient number of applications have been received.

No recruitment agencies please.

Position Description

Applications close: 22 September 2025 AUS Eastern Daylight time