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Service Request Manager
2 weeks ago
I'm supporting a major federal program that's uplifting its end-to-end Service Request Management capability, and they're looking for a practitioner who genuinely enjoys bringing structure, clarity and momentum to busy IT environments.
This is a hands-on role where you'll own the Service Request process: guiding requests from lodgement to closure, smoothing the path between resolver teams, and keeping SLAs sharp, visible and achievable.
Canaberra based & NV1 Mandatory
Please reach out to me if you are interested :
Key Responsibilities
Service Request Management
• Oversee the full lifecycle of service requests, ensuring accuracy, ownership and timely progression.
• Liaise closely with customers and resolver groups to align priorities, resourcing and timeframes.
• Monitor reassignments and escalate where needed to maintain accountability.
• Review and maintain the Service Catalogue, including new item introduction, lifecycle updates, and SLA alignment.
• Analyse request trends, processing times, usage and SLA performance.
Reporting & Continuous Improvement
• Provide statistical reporting to support contractual SLA requirements.
• Define reporting needs and coordinate the production and distribution of process reports.
• Monitor overall process effectiveness and recommend enhancement initiatives.
• Identify opportunities to uplift efficiency, consistency and delivery quality.
Stakeholder Engagement
• Build strong working relationships with internal teams, customer stakeholders and resolver groups.
• Confidently represent the process in meetings, workshops and performance reviews.
• Communicate clearly across both technical and business audiences**.
Skills :
• Background in Incident or Service Request Management within complex IT environments.
• Practical working knowledge of ITIL and how to run an ITIL-aligned process.
• Experience managing governance, SLA performance, and multi-team operational workflows.
• Excellent communication skills – written, verbal, presentation, and client engagement.
• Service-focused mindset with a passion for quality, consistency, and continuous improvement.
• Ability to influence, guide teams and maintain momentum under pressure.
• ITIL v4 Foundation preferred.
• NV1 MANDATORY Please apply here or send me your updated cv **
