This role owns national service quality, ITSM practice governance and Major Incident Management, leading BDO’s Service Management Office and driving a multi-year ITSM maturity roadmap
Job Summary
This role owns national service quality, ITSM practice governance and Major Incident Management, leading BDO’s Service Management Office and driving a multi-year ITSM maturity roadmap.
Key responsibilities include owning and maturing ITSM practices, governing the ServiceNow platform roadmap, establishing and reporting on service performance metrics, and uplifting self-service capabilities.
BDO offers a growing and market-leading professional services environment with opportunities for professional development, health and wellbeing benefits, and a culture underpinned by core values.
Matching Summary
This role owns national service quality, ITSM practice governance and Major Incident Management, leading BDO’s Service Management Office and driving a multi-year ITSM maturity roadmap.
Skills & Requirements
Must-have
ITSM practice governance
Major Incident Management
Service Management Office
Service performance metrics reporting
ServiceNow platform governance
Nice-to-have
Global professional services firm
Collaborative culture
Focus on learning and growth
Inclusive employer recognition
Key Requirements
ITIL v4 Foundation required
Advanced ITIL and ServiceNow certifications highly desirable
Proven experience owning ITSM practices
Strong background in ServiceNow governance
Experience leading Major Incident communications
Tertiary qualification in IT or equivalent experience