- Own and shape ITSM strategy across a growing national technology provider
- Lead Major Incident Management and ServiceNow process maturity initiatives
- Hybrid work, strong career progression, and exposure to enterprise managed services
About our Client:
Our client is one of Australia’s leading ASX-listed technology and cyber security providers, delivering end-to-end cyber security, managed IT, and advisory services to organisations across the public and private sectors. With more than 250 professionals nationwide, including over 140 cyber security specialists, they combine deep technical expertise with a customer-first approach to help organisations strengthen and protect their digital environments.
About the Role:
Our client is seeking an experienced Service Management Lead to own and continuously improve their Incident, Problem, and Knowledge Management capabilities. This is a hands-on ITSM leadership role focused on process ownership, ServiceNow governance, Major Incident Management, and driving operational excellence across a managed services environment.
Working closely with engineering and service delivery teams, you’ll ensure ITSM processes are practical, adopted, measurable, and continually evolving to improve service quality and customer outcomes.
What You’ll Be Doing
- Own and improve Incident, Problem, and Knowledge Management processes
- Act as Product Owner for ServiceNow ITSM workflows, automation, forms, and reporting
- Lead Major Incident Management (MIM) and post-incident reviews
- Drive Problem Management, root cause analysis, and continual service improvement
- Monitor ITSM compliance, service metrics, and operational maturity
- Coach and influence teams to improve process adoption and service outcomes
About You
- 5+ years’ experience in ITSM, Service Management, or Process Leadership roles
- Strong MSP environment experience
- Strong ITIL background (ITIL 4 Managing Professional highly regarded)
- Proven ServiceNow administration, process ownership, or product ownership experience
- Experience leading Major Incidents and stakeholder communications
- Strong analytical skills with demonstrated process improvement achievements
- Background within MSP, MSSP, Managed Services, or Enterprise IT Operations environments
If you are an experienced ITSM leader who can own Incident, Problem and Knowledge Management processes, drive ServiceNow process maturity, coordinate Major Incidents, and continuously improve service quality across a managed services environment, we want to hear from you!
