Service Management Specialist

4 days ago

Brisbane, Queensland, Australia Australian Retirement Trust Full time

**Take hold of a monster opportunity and join our Technology team as a Service Management Specialist. If you're a good fit for this role and live in Brisbane, Sydney or Melbourne, we'd love you to apply.**

**Why join us?**
- You'll get 14% super as standard, to help your future come alive.
- Unleash your potential and build a career to be proud of through excellent training and development opportunities.
- Balance your work between in-person days at our purpose-built hubs and working from home.
- In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.

**About the role**

Join Australian Retirement Trust as a Service Management Specialist and play a key role in shaping and enhancing our IT service management practices. You'll be part of a collaborative team responsible for ensuring the quality, efficiency, and effectiveness of IT services that support over 2.4 million members. This is your opportunity to drive continuous improvement and make a real impact in a purpose-driven organisation.

**Key Responsibilities**:

- Perform and contribute to the continuous improvement of one or more IT service management practices (e.g., incident, change, problem management, or service transition).
- Support seamless transitions of new solutions into production with sustainable operational processes.
- Represent ITSM in key forums and workshops to support service delivery excellence.
- Configure and operate ITSM tools, delivering timely and insightful reporting to leadership.
- Promote adherence to ITSM processes and educate stakeholders on best practices.
- Contribute to the design and governance of IT service portfolios and support processes.
- Identify and manage risks related to service management in line with enterprise guidelines.

This role is a permanent opportunity.

**About you**

You are a proactive and collaborative IT professional with a passion for service excellence and continuous improvement. With strong communication skills and a deep understanding of ITSM frameworks, you thrive in dynamic environments and enjoy working across teams to deliver high-quality outcomes. Your ability to translate complex technical concepts into practical solutions makes you a trusted advisor and team player.

**Key Skills and Experience**:

- Demonstrated experience in a similar IT service management role within a corporate environment.
- Proven ability to develop and execute ITSM improvement plans.
- Experience leading or implementing ITSM practices such as incident, change, or problem management.
- Strong communication and stakeholder engagement skills across technical and non-technical audiences.
- Solid understanding of IT services, operations, and customer-centric service delivery.
- Familiarity with the software development lifecycle and IT infrastructure in complex environments.
- Experience with ITSM tools and reporting, including real-time and historical data insights.
- Knowledge of ITIL practices and relevant compliance frameworks; ITIL certification highly regarded.

**About us**

Our 2.4 million members trust us to take care of over $330 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you'll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple.

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