Service Management Lead

NEC Australia are seeking expressions of interest for a Service Management Lead to join our team of contract consultants in Melbourne to work on-site for one of our customers.
This role requires a confident operator who can effectively guide the team and ensure seamless Service Management operations.

Key Responsibilities

Reporting into the Manager IT Customer Service, the Service Management lead is responsible for managing the ITIL Service Management functions, ensuring stability of the systems and services, troubleshooting issues, and implementing innovative solutions to enhance IT performance. Build and maintain strong relationships across IT, the broader business and vendor partners and delivery of services ensuring they meet quality standards and customer expectations.

Incident Management

• Manages the processing and coordination of appropriate and timely responses to major incidents, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration. Ensures all Major incidents are handled according to agreed procedures.
• Manages a team who investigate all Priority 1 and Priority 2 incidents with responsible parties and seek resolution. Facilitates recovery, following resolution of incidents. Ensure that resolved incidents are properly documented and closed. Analyses cause of incidents and informs service owners to minimise probability of recurrence and contribute to service improvement. Analyses metrics and reports on performance of incident management process

Problem Management

• Manages the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents.
• Manages a team who ensure appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Ensure such problems are fully documented within the relevant reporting system(s). Enable development of problem solutions. Coordinate the implementation of agreed remedies and preventative measures. Analyses patterns and trends.

Change and Release Management

• Manages the organisation's processes and policies for the management of IT change activities. Ensures effective control and treatment of risk to the availability, performance, security and compliance of the business services impacted.
• Ensures that the transition of services, service components and packages are planned and compliant and that test and validation and configuration management are partnered in all release and deployment activities. Seeks authorisation for critical release activity and point of escalation.

Transition Management

• Manages the transition process, develops the organisation's approach and works with System Owners to define the acceptance criteria for service transition. Promotes and monitors project quality outputs to ensure they are fit for purpose and fit for use within operational service. Actively engages with technical design and project managers to promote awareness and compliance with service transition quality plans and processes. Works with Systems Owners and project managers to agree the service acceptance criteria.

Service Performance Management

• Ensures service delivery meets agreed service levels. Maintains a catalogue of available services. In consultation with the business negotiates service level requirements and agrees service levels. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.
• Manages a team who perform defined tasks to monitor service delivery against service level agreements and maintain records of relevant information. Analyse service records against agreed service levels regularly to identify actions required to maintain or improve levels of service and initiates or reports these actions.

Compliance and Governance:

• Ensure that IT service management practices comply with relevant regulations, standards, and policies. This includes keeping informed about changes in regulatory requirements and implementing necessary adjustments.
• Facilitate annual audit and compliance activities.

Other Requirements:

Education / Qualifications:

• Degree in Information Technology, Computer Science, or Information Systems or formal training
• ITIL Service Management Framework Certifications

Knowledge:

• Solid understanding of technical environments, tools and frameworks
• Extensive knowledge in ServiceNow/Reporting
• Strong knowledge of Microsoft product suite
• Expertise in defining SLAs, operational models, and support frameworks for services.

Experience:

• Experience working in Managed Services Provider environment.
• Extensive experience overseeing and managing ITIL Service Management functions in a centralised governance model.
• Experience with process mapping and automating ITSM processes
• Experience defining strategy and roadmaps across the Service Management functions and define a continuous improvement & uplift plan
• Strong vendor management capability
• Strong leadership experience
• Proven ability to lead in complex, multi-vendor environments.
• Strong stakeholder management skills, with experience engaging at executive and operational levels.

Eligibility:

To be eligible for a position, applicants will need to have valid work rights for Australia and be willing to undergo a comprehensive background checking process, including police checks.

Commencement Date:
asap

This is an initial 6-month initial contract with high likelihood of extension for successful candidates.

Work arrangement – initially onsite (Melbourne CBD).