The ITSM Operations Manager leads a small, high-performing team of six multidisciplinary ITSM Analysts across the core ITSM domains—Incident, Problem, Change and Enterprise Resilience
Job Summary
The ITSM Operations Manager leads a small, high-performing team of six multidisciplinary ITSM Analysts across the core ITSM domains—Incident, Problem, Change and Enterprise Resilience.
The role sets the operating rhythm, lifts capability, and ensures disciplined, data-driven service management that supports enterprise stability while enabling continuous improvement.
In return for your energy and ideas, we offer a flexible working environment and great compensation.
Matching Summary
The ITSM Operations Manager leads a small, high-performing team of six multidisciplinary ITSM Analysts across the core ITSM domains—Incident, Problem, Change and Enterprise Resilience.
Skills & Requirements
Must-have
Incident, Problem, Change, Enterprise Resilience
ITSM operating rhythm
Data-driven service management
Lead, coach, and develop team
Enterprise Resilience / DR test plan ownership
Rapid, structured incident response
Proactive problem identification
Change governance oversight
Service performance and reporting
Stakeholder and supplier management
Nice-to-have
Culture of ownership, excellence, collaboration
Simplify and improve processes
Partner with platform owners and delivery teams
Leverage AI tools for efficiency
Key Requirements
Domain expertise in Incident, Problem, Change, Enterprise Resilience
ITIL-aligned environment experience
Broad understanding of technology
Experience in multi-sourced delivery models
Executive-ready reporting and presentation skills
ITIL v4 Foundation (Intermediate/Practitioner or Managing Professional desirable)
Experience with ServiceNow (or similar) advantageous
Work Rights
Australian or New Zealand Permanent Residents or Citizens