The Client & Role:
We're currently working with an Australia utilities organization who are seeking a Service Management Lead to take them through a journey of ITSM process and governance establishment adhering to and improving on ITIL V4 best practices.
The role will be offered in a permanent capacity with a salary of up to $155,000 plus super depending on relevant project experience and industry expertise. The client operates three days per week on-site out of their CBD office.
Responsibilities: Lead the implementation of ITIL v4 processesDevelop and maintain the ITSM policies, processes and proceduresAdvocate for ITIL v4 best practices, integrated to daily operationsDevelop and maintain internal training and certificationsProvide guidance and support to teams on ITIL v4 methodologiesOversee the integration and coordination of ITSM processes to deliver seamless efficient Digital servicesPropose and establish additional ITIL practices such as Transition, Knowledge, Design, Monitoring and Event Management.Monitor and ensure the performance and quality of Digital services delivered to the organisationDefine and track key performance indicators (KPIs) and service level objectives (SLOs) to measure service effectivenessEstablish framework for Service Level management processes, propose and introduce these to the wider Digital groupImplement improvement plans based on feedback and performance dataTrack and report on improvement initiativesDrive continuous improvement initiatives related to ITSM service quality and efficiencyEngage with business stakeholders to understand their needs and service expectationsCommunicate Digital service performance, issues, and improvement plans to stakeholdersFacilitate or attend regular meetings and updates with key stakeholders, track and coordinate remediation items identified.Ensure transparency and accountability in Digital Service ManagementDevelop, monitor and report on ITSM performance metrics & KPIsMaintain accurate and up-to-date documentation and recordsEnsure compliance with adopted ITSM and ITIL standards, policies and guidelinesProvide monthly reporting on required SLOs and regulatory breaches to the wider Digital Group and prepare for in-depth discussion on breaches with Digital leadership.Required Skills & Specialisms: ITIL V4 Foundation, MP, DPI, CDS or equivalentServiceNow, reporting, performance analytics, and dashboard creationDigital Infrastructure and Operations Microsoft (on-prem / Azure) and AWSSupplier / Vendor Relationship ManagementBusiness Continuity & Disaster RecoveryMajor Incident ManagementPost Incident Review proceduresAnalytics & Reporting using ITSM tools (SLA/SLO and regulatory reporting)Demonstrated stakeholder management experience.Extensive experience in ITSM roles and deep understanding of ITIL v4 principles.Proven track record of implementing and managing ITIL v4 processes in large or complex organisationsDefining & Documenting service strategies and designs to align with business objectivesAbility to design services that are scalable, sustainable, and meet business needs.Expertise in managing the transition of new or change services into operations.Strong experience in change, release and deployment practices.Major Incident Management practice design and operation.Conduct service reviews, identification of area for improvement and implementation of effective solutions.Monitoring & reporting on ITSM performance metrics and KPIs.If you have previously established ITIL and governance processes apply now via the link provided, all questions can be directed to Daniel following formal application at [email protected] or +********