IT Service Management Specialist
Sydney | Hybrid | Permanent

We're working with a large, operationally complex organisation looking to bring in an ITSM Specialist to uplift service management maturity and drive consistency across IT services.

This role sits at the centre of IT operations - owning core ITIL processes, improving service visibility, and working closely with internal teams and vendors to ensure services are stable, well-governed, and continuously improving.

It suits someone who understands how ITSM works in practice - not just theory - and can bring structure, reporting, and accountability into a busy environment.

What you'll be doing

• Own and improve core ITSM processes (incident, request, change) across the business
• Drive consistency and governance across service delivery
• Work closely with service owners, project teams, and vendors to ensure alignment
• Build and maintain service reporting dashboards and insights (typically within ServiceNow)
• Track and manage vendor performance against SLAs
• Identify opportunities for automation and process improvement
• Support change activity to ensure minimal disruption to business operations
• Help uplift overall ITSM maturity across the environment

What they're looking for

• Strong experience across ITIL / ITSM environments
• Proven background working with ServiceNow (reporting, dashboards, workflow usage - not development)
• Experience managing incident, request, and change processes in a live environment
• Exposure to vendor management and service performance tracking
• Strong stakeholder engagement skills across technical and non-technical teams
• Ability to balance governance with real-world operational needs
• Someone who can bring structure, not just follow it

Why this role

• High visibility role across IT operations and service delivery
• Opportunity to genuinely influence how ITSM is run
• Mix of governance, stakeholder engagement, and hands-on improvement work
• Stable environment with long-term scope to drive change