Head of Service Management

This is a fully remote position, open to applicants in Australia.

📋 Description

• Formulate and implement the organization's IT Service Management strategy.

• Spearhead the maturation and continuous advancement of ITIL-aligned Service Management practices.

• Create and uphold governance frameworks that enhance operational consistency and service quality.

• Ensure all Service Management processes are thoroughly documented, maintained, reviewed, and continuously improved.

• Lead and supervise Service Management Office (SMO) functions where applicable.

• Oversee governance and ongoing optimization across Major Incident Management, Problem Management, Change Enablement, Knowledge Management, Service Catalogue Management, Configuration Management, Asset Management, Risk Management, and Continual Improvement.

• Ensure governance processes are practical, scalable, and facilitate operational efficiency.

• Establish and manage a formal Continual Improvement Register to prioritize and monitor improvement initiatives.

• Identify opportunities for automation, process enhancement, and the elimination of recurring operational inefficiencies.

• Conduct post-incident reviews and ensure that lessons learned are implemented throughout the organization.

• Drive quantifiable improvements in service performance, customer experience, and operational effectiveness.

• Approve Service Management processes and standards.

• Prioritize service improvement initiatives and suggest technology investments.

• Allocate Service Management resources and provide insights on workforce planning and capability requirements.

• Lead, mentor, coach, and develop Service Management leaders and teams through performance management, succession planning, talent development, and ongoing coaching.

• Build high-performing teams while fostering accountability, collaboration, innovation, and an inclusive workplace culture.

⛳️ Requirements

• Over 10 years of experience in IT Managed Services or Enterprise IT environments.

• At least 5 years of experience in a senior leadership position.

• Extensive expertise in leading ITIL-based Service Management functions.

• Proven experience managing large operational or service delivery teams.

• Demonstrated capability in developing and implementing Service Management governance frameworks.

• Strong commercial and financial acumen.

• Experience in managing executive-level stakeholders and influencing business outcomes.

• Solid understanding of service reporting, metrics, and operational analytics.

• Proven success in leading organizational change and continual improvement initiatives.

• Exceptional written, verbal, and interpersonal communication skills.

• Experience in a Managed Services Provider environment (preferred).

• Experience supporting Government and Enterprise clients (preferred).

• Familiarity with ISO-certified environments (preferred).

• Experience using ConnectWise or similar ITSM platforms (preferred).

🏝️ Benefits

• Hybrid working model (for most roles) with designated team anchor days to foster collaboration.

• Comprehensive training and development opportunities to support ongoing growth as part of your career trajectory.

• Extensive discounts and benefits to enhance your financial well-being.

• A selection of IT equipment to optimize your success and access to cost-price technology for personal use.

• Engaging team events to celebrate achievements and strengthen connections with colleagues outside of work.