Service Management Leader

Energy Australia is seeking a Service Management Leader in Victoria, responsible for managing ITIL Service Management functions, vendor governance, and service desk operations. The role involves overseeing major incident management, leading service transitions, and developing the Service Now platform. Candidates should have a degree in IT or related fields, extensive ITIL experience, and strong leadership skills. The position is part of the Enterprise Technology Services leadership team.
About the Opportunity:

Reporting into the Head of Enterprise Technology Services, the Service Management leader is responsible for managing the ITIL Service Management functions, ensuring stability of the systems and services, troubleshooting issues, and implementing innovative solutions to enhance IT performance. Responsibilities include:
• Responsible for vendor governance, performance and adherence to SLAs
• Oversee operations of the service desk ensuring users and business teams receive necessary support
• Manage major incident management to ensure rapid resolution and minimal impact on business operations
• Responsible for leading service transitions to ensure new or changed services are effectively transitioned into the production environment without disruption to service
• Administer and develop the Service Now platform and Lantern administration to support IT service management processes
• Build and maintain strong relationships across Technology, the broader business and vendor partners and delivery of services ensuring they meet quality standards and customer expectations

About You:

The Service Management leader is part of the Enterprise Technology Services leadership team and will play a key role in leading and driving the transformation strategy across our organisation. To be successful in this role you will need some of the following experience:
• Degree in Information Technology, Computer Science, or Information Systems or formal training through a focused, reputable provider (eg. General Assembly)
• Extensive experience overseeing and managing ITIL Service Management functions in a centralised governance model.
• Experience defining strategy and roadmaps across the Service Management functions and define a continuous improvement & uplift plan
• Strong vendor management and contract management capability
• Experience applying modern service management disciplines to Platform model and DevOps practices (including experience with Service Now administration and development)
• Solid understanding of technical environments, tools and frameworks
• Strong leadership and management skills, including written and verbal communication (up to Senior & Exec level)

How to Apply:

If you’re ready to ‘light the way’ towards your next career move, click the 'Apply’ button to submit a confidential application. For any questions, please reach out to Jock Clydesdale, Talent Acquisition Partner @ jock.clydesdale@energyaustralia.com.au

Why Us:

At EnergyAustralia, we are committed to providing an inclusive culture so our employees can bring their whole selves to work and have a sense of belonging. As an employee you can enjoy such benefits as:
• Employee discount on your electricity and gas, discounts on major brands and products
• Annual Performance Bonus
• 20 weeks’ paid parental leave that’s completely gender-equal
• Energise Program - flexible working that is team centric enabling all individuals to agree and succeed together
• Excellent company culture, down-to-earth and friendly organisation - be authentic, bring your whole self to work!
• 2 paid recharge days
• State-of-the-art Melbourne office, stunning views only 3-4 minute walk from Southern Cross station
• Inhouse Café and Onsite Tech Bar

We’re committed to providing an inclusive culture so our employees can bring their whole selves to work and have a sense of belonging. From our PRISM network that creates a positive culture for LGBTQ+ employees to our Reconciliation Action Plan that has commitments to strengthen relationships with Aboriginal and Torres Strait Islander people and organisations, it’s a workplace where everyone’s welcome.