Manager, IT Service Management

Salary: Salary: $139,747 – $149,238 per annum, plus 17%

Job Description

• Full-time, ongoing position at HEW Level 9. • Parramatta South campus with flexible working arrangements. • Salary: $139,747 – $149,238 per annum, plus 17% Super and Leave Loading.

Lead enterprise IT service management to improve resilience, performance and user experience across the University.

The Opportunity You will lead the strategic planning, delivery and continuous improvement of enterprise IT service management practices across the University. Reporting to the Executive Director, Customer Service & Experience, you will ensure that ITSM frameworks, processes and platforms support service excellence, operational resilience and user satisfaction.

You will oversee incident, problem, change, transition, asset, configuration and knowledge management. You will strengthen service catalogues, service level agreements and operating level agreements, while coordinating responses to major incidents and high-impact service transitions.

You will use service data, dashboards and user feedback to improve performance and guide decisions. Working across technical, academic and professional teams, you will advance self-service, automation and enterprise service management capabilities while maintaining effective governance and risk controls.

What Success Looks Like:

• Deliver integrated ITSM practices aligned with strategic objectives, service standards and user experience goals. • Improve service quality…