EM Technology Service Management

      Accountable for ensuring and maintaining the availability of IT Service Management processes to meet busniess needs 

•      Ensure the Department strategy is clearly aligned with the Divisional strategy and the linkages clearly articulated and aligned to goals and outcomes

•      Build a resilient, agile team, able to navigate complexity and create a culture of simplicity, innovation and continuous improvement


Client Details

Leading Financial Services


This role is accountable for ensuring and maintaining the availability of IT Service Management processes, batch management, National Operations Centre and Enterprise monitoring platforms across Technology to meet business demands. Key accountabilities: 
  • Ensure Service Management capability and processes are in place for all technology applications and infrastructure teams across the group including Change, Release, Problem, Incident, Critical Incident, Config, Technology Continuity, Knowledge, Availability and Service Level Reporting
  • Ensure 24x7 National Operations Centre is effective to provide real time notification of systems to all technology applications and infrastructure teams across the Group
  • Ensure critical Batch Management systems, tools, processes, capability and practices are 24x7 operational and available to meet business demand
  • Escalation point for all 24x7 critical incident events to ensure a timely and successful service restoration 
  • Custodian of Service Management policies, standards, guidelines and procedures
  • Validating and reporting assurance of IT Service Management policy compliance and process usage across all technology teams 
  • Custodian of Technology Change Advisory Board in line with policies, guidelines, standards and procedures
  • Expansion and maintenance of technology Configuration Management Database
  • Accurate and timely reporting of the recurring IT Service Management reporting obligations
  • Workforce management practices and capability planning mechanisms are in place

  • Tertiary qualification in information Technology and/or Business
  • Extensive IT service management experience across a diverse range of business functions and processes
  • Extensive experience in leading technical teams to achieve the optimal performance through a partnered model, managing risk, compliance and business outcomes
  • Extensive experience in IT Operations, IT Service Management or platform ownership roles in a large organisation
  • Excellent knowledge/experience in the ITIL and SIAM framework
  • Excellent knowledge/experience in IT delivery methodologies or project management
  • Proven capability in contributing to the strategic direction of an organisation
  • Strong conceptual abilities coupled with a strong communication capability
  • Ability to build and manage strong connections and relationships with senior management and a range of stakeholders and business partners, both internal and external
  • Ability to coach and mentor others to build technical knowledge and expertise
  • Contextual understanding of technology services and financial services
  • Strong analytical skills
  • Strong commercial acumen, stakeholder engagement and influencing skills
  • Excellent written and verbal communication skills

Job Offer

Sydney (travel required) or Brisbane location

Our client offers a competitive remuneration package, flexible working environment, career development, and an extensive range of wellbeing and benefit offerings.
Click the 'Apply Now' button ASAP! If you have any questions or would like to have a confidential discussion, please call Corin Roberts in our Sydney office on (02) 9195 2929