ITSM Operations Lead

3 days ago

Acacia Ridge, Queensland, Australia Sime Darby Full time $120,000 - $180,000 per year

Company :

Hastings Deering (Australia) Ltd

At Hastings Deering (part of Sime), we're searching for an ITSM Operations Lead to join our high-performing IT team.

In this role, you'll be the critical link between technology and the business—ensuring customers, employees, and stakeholders are kept informed during both planned and unplanned incidents. By engaging directly with business and technology teams, you'll help reduce outage impacts, keep communication clear, and ensure everyone is aligned on IT goals, initiatives, and activities.

What You'll Do

  • Develop and implement communication strategies that clarify ITSM processes, policies, and procedures.
  • Maintain and lead crisis communication plans, delivering timely updates during disruptions.
  • Partner with stakeholders to understand business processes and their link to ITSM.
  • Ensure consistent messaging across departments and provide advice on communication best practice.
  • Manage and update IT communication channels (intranet, newsletters, incident alerts, digital platforms).
  • Lead change management processes—minimising risk and ensuring approvals are in place.
  • Communicate changes effectively and on time to stakeholders.
  • Develop, track, and report on KPIs for communication and change management.
  • Drive continual improvement in communication and change strategies.
  • Collaborate with IT teams to ensure ITSM processes are correctly followed.
  • Conduct audits, analyse data, and identify trends for process improvements.
  • Support the development and maintenance of ITSM policies, standards, and procedures.
  • Align ITSM processes with ITIL frameworks.

Why Join Hastings Deering?

At Hastings Deering, people are at the heart of everything we do. As one of the world's top Caterpillar dealers and part of the Sime Darby network, we offer the best of both worlds: global opportunities backed by a local, supportive culture.

Here's what you can expect:

  • Career growth – training, mentorship, and international pathways through Sime Darby.
  • Work-life balance – flexible working arrangements to suit your lifestyle.
  • Competitive pay – plus annual reviews and performance incentives.
  • Health & wellbeing support – including EAP, free health checks, and discounted private health cover.
  • Exclusive benefits – employee discounts, paid parental leave, salary continuance insurance, and free on-site parking.
  • Inclusive culture – a supportive team where your voice matters and your impact is recognised.

About You

We're looking for someone who is both technically strong and people-focused. You'll bring:

  • Proven experience as a Change Lead (or similar) within an IT Service team.
  • Strong knowledge of MS Windows (11), MS Office (2013/2016), SharePoint, and ITSM tools.
  • Advanced expertise in incident and problem management.
  • Confidence dealing with senior management and handling difficult stakeholders.
  • Strong organisational skills, attention to detail, and a sense of urgency.
  • Excellent verbal and written communication skills.
  • Effective negotiation and problem-solving abilities.

How to Apply

If this sounds like your next career step, click Apply Now.

Enquiries:
Contact: Brianna Smith –

About Us

Hastings Deering is one of the top five Caterpillar dealers globally, proudly operating across Queensland, Northern Territory, Papua New Guinea, Solomon Islands, and New Caledonia. With over 3,500 employees and 23 business service centres, we support industries including mining, construction, transport, government, power systems, and marine.

Headquartered in Brisbane, we're also part of the Sime Darby global network—giving our people limitless opportunities to learn, grow, and thrive.

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