Service Management Lead
- 6 Months + Extensions
- $1050 Per Day
- Brisbane Based
Key Responsibilities
Service Management Leadership & Stabilisation
- Take ownership of the Service Management Office, ensuring continuity of service and operational stability
- Assess current ITSM maturity and implement targeted uplift initiatives
- Lead core ITSM practices including incident, problem, change, request, and configuration management
ITSM Process Uplift & Governance
- Drive adoption of ITIL-aligned service management processes
- Identify and remediate gaps in process effectiveness, control, and compliance
- Lead governance forums such as CAB, operational reviews, and service reporting
- Ensure audit readiness and alignment with regulatory and internal requirements
Vendor & Service Performance Management
- Manage strategic third-party vendors with a focus on performance and accountability
- Establish and enhance SLAs, KPIs, and reporting frameworks
- Address underperformance and drive measurable service improvements
Operational Excellence & Continuous Improvement
- Deliver quick-win initiatives to reduce incidents and improve service quality
- Identify opportunities for automation and standardisation
- Strengthen knowledge management and documentation practices
Skills & Experience
Essential Experience
- 8+ years’ experience in IT Service Management, including senior leadership or transformation roles
- Proven experience stabilising or uplifting ITSM functions in complex enterprise environments
- Strong background in vendor management and service performance improvement
- Deep, practical knowledge of ITIL processes
- Experience delivering within large-scale IT transformation programs
Certifications & Tools
- ITIL v3 or v4 Managing Professional (or equivalent) – mandatory
- Experience with enterprise ITSM platforms (e.g. ServiceNow)
If this is something you’d like to be consider for click APPLY NOW or contact David at david.reynolds@talentinternational.com