Senior Lead, ITSM Process

We are seeking a dynamic and experienced Senior Lead, ITSM Process to join our team and champion the design, implementation and maturity of our IT Service Management processes – anchored by a strong focus on ServiceNow.

Requirements

• Extensive experience in ITSM, Technology Operations, or Infrastructure support
• Proven ability to lead process improvement initiatives across diverse teams and domains
• 5+ years in a consulting or leadership role focused on implementing ITSM best practices
• Strong familiarity with IT service principles, frameworks, and methodologies including ITIL, COBIT, and related standards
• Strong experience with ServiceNow ITSM modules including Incident, Problem and Change
• Experience with CMDB and ServiceNow Discovery highly preferred
• Experience with organisational change, process realignment, and continuous improvement
• Demonstrated ability to work collaboratively with internal teams and external service providers

Benefits

• Flexibility and hybrid working arrangements
• Enhance your salary with discounts on banking, health insurance, and shopping across Australia
• Advance your career with training, study support, and project opportunities
• Competitive leave benefits that empower employees to take time for themselves and loved ones
• Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program
• Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives
• Be recognised for your contributions through our peer-driven recognition program