Senior Manager Service & Incident Management

AIA

Australia
Hybrid (3 days onsite, 2 days wfh)
Itil-aligned process governance
Servicenow configuration and management
Major incident management leadership
AIA is seeking a Senior Manager of Service & Incident Management to lead IT Service Management capabilities, ensuring operational excellence and service stability across various processes. The role requires strong leadership in managing teams and vendor relationships, with a focus on ITIL-aligned practices within ServiceNow

Job Summary

  • The role is responsible for leading the organisation's core IT Service Management capabilities to ensure service stability and operational excellence.
  • Candidates must possess a deep working knowledge of ServiceNow and ITIL frameworks to govern end-to-end service lifecycles.
  • The company offers flexible working arrangements with 3 days in office and 2 days WFH alongside extensive health and wellbeing initiatives.

Matching Summary

Match Score: 85

AIA is seeking a Senior Manager of Service & Incident Management to lead IT Service Management capabilities, ensuring operational excellence and service stability across various processes. The role requires strong leadership in managing teams and vendor relationships, with a focus on ITIL-aligned practices within ServiceNow.

Skills & Requirements

Must-have

  • ITIL-aligned process governance
  • ServiceNow configuration and management
  • Major Incident Management leadership
  • Change Advisory Board oversight
  • SLA and KPI monitoring

Nice-to-have

  • Continual service improvement plans
  • Strong cross-functional collaboration
  • Customer-focused culture development
  • Effective partner management
  • High-performance team motivation

Key Requirements

  • Experience in enterprise IT Service Management
  • Proven track record in service governance
  • ITIL v4 Certification (preferred)

Work Rights

Not specified

Tailored Resume

Cover Letter