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, establishing 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 strong focus on learning and growth.
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 Performance Metrics
ServiceNow platform roadmap
national service quality
Nice-to-have
inclusive and accessible recruitment
collaborative culture
continuous improvement focus
people leader skills
Key Requirements
ITIL v4 Foundation required
Advanced ITIL and ServiceNow certifications desirable