Senior Manager Service & Incident Management

AIA Australia

Australia
3 days onsite
Itil aligned process governance
Servicenow configuration and management
Major incident management leadership
AIA Australia is seeking a Senior Manager for Service Management to lead IT Service Management capabilities, ensuring operational excellence and service stability. The ideal candidate should have strong experience in ITIL frameworks, ServiceNow, and a proven track record in governance and team leadership in complex environments

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 with proven experience in service governance.
  • The company offers flexible working arrangements including 3 days in office and 2 days WFH along with extensive health and wellbeing initiatives.

Matching Summary

Match Score: 85

AIA Australia is seeking a Senior Manager for Service Management to lead IT Service Management capabilities, ensuring operational excellence and service stability. The ideal candidate should have strong experience in ITIL frameworks, ServiceNow, and a proven track record in governance and team leadership in complex environments.

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 vendor performance management
  • High-performance team motivation

Key Requirements

  • Experience in enterprise IT Service Management
  • Strong experience leading Incident Problem Change Request processes
  • ITIL v4 Certification preferred

Work Rights

Not specified

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