Senior Service Management Leader

Job Description

This range is provided by Salt. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Hybrid working 2-3 days/ week CBD office location Salt has partnered with a leading organisation in the Victorian tertiary education sector, seeking an experienced Senior Manager, Service Management. In this position, you will oversee the impact of new and existing IT services, ensuring they align with business objectives and drive service excellence. This is a leadership role that plays a key part in maintaining and improving ITIL-based Service Management processes within a complex ITS environment. Reporting to the Director of Service Management, you will be responsible for governing and enhancing Incident, Problem, Change, and Release Management processes, ensuring that all service transitions and changes are efficiently managed. This role includes leading a high-performing team and driving continuous improvement. We’re looking for an experienced leader with a passion for IT Service Management and a proven ability to drive process improvement within large, complex environments. Key responsibilities: Drive enhancements across all ITSM functions, refining the ITSM roadmap to align with industry best practices and organizational goals. Monitor and optimize SLAs for key IT service areas, ensuring continuous improvement through data-driven performance tracking and benchmarking. Implement and refine ITIL processes while maintaining alignment with COBIT and global standards, ensuring robust service management governance. Lead Major Incident, Problem, Change, and Release Management, ensuring effective resolution, clear communication, and adherence to business continuity plans. Oversee the ITS Service Catalogue and Knowledge Management practices, collaborating with support teams to enhance efficiency and reduce resolution times. Manage a high-performing team, and provide leadership in a collaborative environment. Mitigate service-related risks, contribute to strategic initiatives, and ensure financial targets are met within a budget. Skills and Experience: 10+ years of experience leading diverse IT teams, managing cross-functional specialists, and driving service management excellence in complex settings. Skilled in building and maintaining effective relationships across business and technology teams, including senior executives and project stakeholders. Highly developed written and verbal communication skills, with expertise in negotiation, facilitation, and presenting to professional and executive audiences. Strong track record in process optimization, continuous improvement, and handling multiple IT initiatives simultaneously while maintaining high-quality outcomes. Qualifications: Degree in Information Technology. ITIL certification or expertise in a comparable industry framework. Knowledge of project management principles and familiarity with the software development lifecycle (SDLC) is advantageous. ***Please note, candidates must be willing to obtain a Victorian Working with Children check if successful for this position*** We are actively interviewing for this position, please apply or share your CV to Seniority level Mid-Senior level Employment type Full-time Job function Information Technology Industries Higher Education #J-18808-Ljbffr