Key Responsibilities…

• Lead the strategic direction and daily operations of the Service Management Office
• Own and uplift ITSM processes including incident, problem, change, request and configuration management.
• Establish and manage service management frameworks, policies and standards.
• Lead and support a service management team, including offshore resources.
• Manage strategic third‑party vendors.
• Embed continuous improvement, automation opportunities and efficiency gains.
• Oversee governance, compliance, CAB and audit requirements.
• Maintain strong knowledge management and documentation.

You’ll be great in this role if you have…

• Extensive experience in IT service management including at least 3-5 years in a leadership role
• ITIL v4 Managing Professional/Expert certification.
• Experience leading ITSM practices and managing third‑party suppliers.
• Experience with ITSM tools.
• Strong leadership, communication and customer‑focused mindset.

We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):



• Discounted flights for you and your loved ones (including $1000 worth of travel credits per year)
• A flexible, hybrid work style. Work from home or the office, adapt your location to suit your style and needs
• One of Brisbane’s most admired head office locations, with South Bank train station, a supermarket, pharmacy, and lunch options downstairs plus a 5-minute walk to the Busway, a rooftop restaurant and onsite gym (with a low membership fee) and South Bank Parklands just across the road
• Discounts on travel insurance, lounge membership, car hire, accommodation, and experiences worldwide
• Cheaper hospitality, retail, technology, beauty and wellness services
• Free counselling and access to a wellbeing app to support your physical, mental, social and financial health
• ‘Dress for Your Day’ – enjoy the freedom to wear whatever makes you feel great for the type of work you do and the day you have ahead of you.