Senior Manager, Service Management

Description:

Overview:

• Dynamic Senior Manager, Service Management position available, Full-time permanent position . Based at the Melbourne CBD campus ( Hybrid role), and Flexible Working Arrangements.

• Responsible for ongoing management and thought leadership, ensuring they are managed effectively to achieve desired business outcomes.

• Collaborates across ITS and other stakeholders across the portfolio.

About the Portfolio

The Operations Portfolio enables an integrated, enterprise wide delivery for best practice student and staff experiences.

The Portfolio incorporates the following business units: Enterprise Projects and Business Performance (EPBP), Communications, People, Information and Technology Services (ITS), Office of the Chief Operating Officer, Procurement and Vietnam Operations.

The Portfolio houses significant drivers and delivery components across the staff and student journeys and enables the overall experience for both groups. The Portfolio is integral in bringing the RMIT strategy to life, across the globe. Each of these functions supports the global operations of the University both directly as well as through its controlled entities.

The Information Technology Services (ITS) function, provides RMIT University with current and emerging Technology systems and services. Our vision of “unleashing technologies to enable great experiences for RMIT communities” supports a proactive and leading-edge technology ecosystem, mindset and delivery empowering the advancement of the University’s commitment to advancing Lifelong Learners.

The Role

The Senior Manager, Service Management is responsible for overseeing the impact of new or changed IT services and projects within the University's complex ITS environment, ensuring they are managed effectively to achieve desired business outcomes. This role involves leading and managing change and release activities, working closely with ITS staff to maintain rigorous, efficient, and effective processes. The manager ensures that all changes are appropriately documented, reviewed, and approved before implementation, coordinating with Project Managers and stakeholders to adhere to Release Plans and Checklists.

Additionally, the Senior Manager, Service Management leads a team who oversees all Major Incident, Incident, Problem, Release, Change Management, and Service Excellence functions within ITS, facilitating rapid incident recovery and timely stakeholder communication. They manage and are included in an on-call roster to provide 24/7 support for RMIT as an Enterprise.

The role also includes conducting monthly ITSM trend analysis and reporting to identify and promote service excellence opportunities.

Skills and Experience

• Minimum 10 years’ + experience in the development, implementation and management of ITIL Service Management processes in a large complex global technology environment. (mandatory)
• Minimum 10 years’ + experience in managing staff and working in a complex IT environment within Service Management (mandatory)
• Minimum 10 years’ + experience in process orientation and a commitment to continual improvement (mandatory).
• Service Strategy and continuous improvement across all ITSM functions, including the ITSM roadmap.
• Govern SLAs for Incident, Problem, Request, Change, Release, and Asset Vulnerabilities within ITS, aiming to identify improvement strategies and lead initiatives, including SLA monitoring, reviewing and adjustments.
• Lead and manage Operational Performance reporting processes, ensuring KPIs drive service improvement initiatives and that we track against industry benchmarks to drive improvement, such that the reporting is outcome focused.
• Minimum 10 years define, implement, and enhance ITIL processes across Service Management functions (mandatory), ensuring alignment with the COBIT framework and global standards at RMIT.
• Establish and manage governance forums across Service Management disciplines within ITS and College GMs, including Vietnam.
• Oversee governance for the ITS Tech Bar and VIP services, collaborating with Service Connect teams for Level 1 support services.
• Manage the ITS Service Catalogue and Knowledge Management practice and collaborate with Service Connect teams to implement shift-left principles, ensuring Level 1 teams efficiently triage ITSM tickets per defined SLAs and reduce incident resolution times.
• Oversee third-party ITSM ticket handling and ensure internal teams perform Service Catalogue functions aligned with SLAs.
• Manage Business Continuity Plans, including coordinating recovery tests for Service Management and Operations teams.
• Manage and participate in Major Incident Management on-call duties in Australia and assist with Vietnam's Major Incident Management as needed.
• Lead a team of highly capable and skilled staff, promoting a culture of high performance and operational excellence.
• Contribute to the ITS Extended Leadership Team, addressing complex issues and fostering team improvements.
• Serve as a key contributor to the ITS Front Door process.
• Effectively manage risks associated with Service Management.
• Drive and support the achievement of ITS financial targets across people, processes, and technologies, ensuring alignment with budgets ($20M+).

Qualifications

• Tertiary qualifications in Information Technology, or equivalent experience.
• ITIL Certifications (or relevant industry framework).
• Understanding of project management and the software development lifecycle (SDLC) desired.

To Apply

Please submit your CV and cover letter addressing your suitability for this position by clicking the ‘ Apply ’ link below.

For further information about this position, please see the Position Description below.

http://www.rmit.edu.au/content/dam/rmit/au/en/careers/position-descriptions/pd-senior-manager-service-management.pdf

Please note, we will be running a rolling recruitment process, so please do not wait until the closing date to apply.

When you join our team, you'll be able to access a range of benefits: www.rmit.edu.au/careers/employee-benefits . From travel to fitness, there's something for everyone!

Applications Close:

RMIT is an equal opportunity employer committed to being a child safe organisation. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Isla n der community.

At RMIT, we are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively support and encourage people with disability to apply to RMIT (including alternate formats of application forms) . To discuss adjustment requirements, please contact Dani, v ia talentsupport@rmit.edu.au or visit our Careers page for more contact information - https://www.rmit.edu.au/careers.

We are a Circle Back Initiative Employer – we commit to respond to every applicant.