Senior Manager Service & Incident Management

AIA Group

Australia
3 days onsite, 2 days remote
Enterprise it service management experience
Servicenow configuration and management
Incident problem change request governance
AIA Group is seeking a Senior Manager for Service & Incident Management in Australia, responsible for overseeing IT service management processes and driving operational excellence. The ideal candidate should have extensive experience in IT service management, particularly with Incident, Problem, Change, and Request processes, and a strong proficiency in ServiceNow and ITIL frameworks

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 own the end-to-end lifecycle of Incident, Problem, Change, Request, and Service Delivery processes within an ITIL-aligned framework.
  • The company offers flexible working arrangements with 3 days in office and 2 days WFH, along with additional leave days and health initiatives.

Matching Summary

Match Score: 85

AIA Group is seeking a Senior Manager for Service & Incident Management in Australia, responsible for overseeing IT service management processes and driving operational excellence. The ideal candidate should have extensive experience in IT service management, particularly with Incident, Problem, Change, and Request processes, and a strong proficiency in ServiceNow and ITIL frameworks.

Skills & Requirements

Must-have

  • Enterprise IT Service Management experience
  • ServiceNow configuration and management
  • Incident Problem Change Request governance
  • Major Incident Management leadership
  • CAB governance and oversight
  • SLA OLA KPI monitoring and reporting

Nice-to-have

  • ITIL v4 Certification preferred
  • Strong stakeholder management capability
  • Customer-focused culture development
  • Excellent Microsoft Excel and Pivot skills

Key Requirements

  • Experience in enterprise IT Service Management environments
  • Deep working knowledge of ServiceNow and ITIL frameworks
  • Proven track record in service governance and reporting
  • Experience leading teams and managing vendors
  • ITIL v4 Certification (preferred)

Work Rights

Not specified

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