The Service Management Lead is accountable for ensuring ITSM disciplines (Incident Management, Problem Management, Knowledge Management) operate effectively, are properly adopted by engineering teams, and deliver measurable service quality improvements. The role owns process design, ServiceNow configuration as Product Owner for ITSM processes, Major Incident coordination, compliance monitoring, and continuous process improvement. The role manages ITSM maturity through systematic coaching, quality assurance, metrics reporting, and collaborative problem-solving with Engineering Team Lead and Service Desk Team Leader. The role reports to the Head of Delivery.
Success in this role requires process ownership (design, governance, continuous improvement), operational discipline (MIM coordination, compliance enforcement), quality assurance capability (identifying gaps, coaching teams, logging quality records), stakeholder management, and strategic thinking to mature ITSM capability while maintaining operational pragmatism.
Key Accountabilities
Process Ownership & Design
- ITSM processes (Incident Management, Problem Management, Knowledge Management) are fit for purpose, properly documented, and deliver measurable service quality outcomes.
- ServiceNow process configuration is maintained as Product Owner for ITSM processes including workflows, forms, automation rules, and reporting capabilities that support process effectiveness.
- Process documentation including policies, guidelines, SOPs, and training materials enables teams to understand why processes exist and how to follow them effectively.
- Process improvements are identified through data analysis, stakeholder feedback, and operational observation, then designed and implemented systematically.
- Process compliance is monitored systematically through ticket quality reviews, workflow adherence checks, and documentation standard validation.
- Service quality metrics including SLA compliance, change success rates, incident resolution times, repeat incident rates, and knowledge base utilisation are tracked and analysed systematically.
- Customer service reviews leverage ITSM metrics to demonstrate service delivery performance, incident trends, and proactive improvement activities.
Incident Management
- Major Incidents are coordinated effectively through facilitation, stakeholder communication, technical direction (where capable), and systematic resolution tracking.
- Customer communication during Major Incidents maintains appropriate cadence, transparency, and professionalism through direct interaction or coordination with Account Managers.
- Post-incident reviews identify root causes, improvement opportunities, and preventative actions that reduce future incident likelihood.
- On-call engineers are trained on MIM coordination procedures to provide afterhours coverage while maintaining accountability for MIM effectiveness.
Problem Management
- Recurring incident patterns are identified through data analysis, trending, and operational observation.
- Problem Records are created systematically with clear problem statements, root cause hypotheses, and assigned ownership for investigation and resolution.
- Problem resolution is tracked collaboratively with Engineering Team Lead who provides technical investigation and permanent solution implementation.
- Known Errors and workarounds are documented to reduce incident impact while permanent solutions are being developed.
Knowledge Management
- Knowledge Base Article templates and quality standards enable consistent documentation and effective knowledge reuse.
- KB Article quality is monitored systematically with non-compliance escalated to Service Desk Team Leader for correction.
- Knowledge Base utilisation metrics track how effectively documented knowledge is being referenced during incident resolution.
- Knowledge Management process collaboration with Service Desk Team Leader drives KB Article creation through CSI initiatives while maintaining quality standards
Personal Performance
- Personal Goals & Objectives are achieved as defined in the Staff Enablement Model.
- Continuous Service Improvement initiatives are led that deliver measurable operational improvements.
- Company values are demonstrated through honest communication, genuine ownership of outcomes, and creating a psychologically safe environment for the engineering team.
- Collaborative relationships are maintained with Service Desk Team Leader, Service Management Lead, and Technical Operations Manager.
- ITSM knowledge relevant to service management leadership is maintained through continuous learning, ITIL advancement, and industry engagement.
Skills & Qualifications:
- Proven experience (5-7 years minimum) in ITSM roles with demonstrated progression through Service Management Coordinator, Process Analyst, or ITSM Specialist positions, including hands-on experience implementing and maturing ITSM processes in operational environments.
- Deep ITIL foundation with ITIL 4 Managing Professional certification, demonstrating comprehensive understanding of service management principles, process integration, and practical implementation in MSP contexts.
- Substantial ServiceNow experience as Product Owner or Process Administrator including workflow configuration, form design, automation rules, reporting capabilities, and integration management for ITSM processes.
- Strong understanding of technical service delivery including managed services operations, infrastructure management, and engineering disciplines sufficient to design pragmatic processes that support rather than hinder technical delivery.
- Demonstrated capability in change governance including CAB facilitation, risk assessment, approval decision-making, and change success analysis with ability to balance risk management with operational velocity.
- Major Incident Management experience including incident coordination, stakeholder communication, technical facilitation, and post-incident review leadership in high-pressure situations.
- Strong analytical and data interpretation skills with ability to translate metrics into insights, identify patterns in operational data, and design targeted improvement initiatives based on evidence.
- Process design and documentation capability including policy development, SOP creation, workflow design, and training material development that enables adoption rather than creates compliance burden.
Personal Qualities & Attributes:
- Process pragmatism demonstrated through designing processes that serve operational needs rather than enforcing bureaucracy for its own sake, maintaining governance rigour while respecting delivery velocity.
- Influencing without authority capability shown through coaching engineers on process adoption, gaining buy-in for process changes, and maintaining compliance through relationship building rather than positional power.
- Systems thinking orientation including ability to see connections between processes, identify root causes of systemic issues, and design solutions that address underlying problems rather than symptoms.
- Diplomatic yet direct communication style demonstrated through providing constructive feedback on process compliance, facilitating CAB discussions with conflicting priorities, and maintaining professional relationships during enforcement actions.
- Calm under pressure particularly during Major Incidents, maintaining systematic coordination approach even under extreme time pressure, and supporting both technical teams and customers effectively during high-stress situations.
- Continuous improvement mindset shown through systematically identifying process inefficiencies, designing evidence-based improvements, and measuring effectiveness of changes implemented.
- Strategic thinking balanced with operational pragmatism including ability to maintain long-term ITSM maturity vision while making tactical compromises that keep services running effectively.
- Collaborative leadership approach demonstrated through building consensus on process standards, partnering effectively with ETL and SDTL peers, and maintaining productive working relationships across technical and business stakeholders.
- Attention to detail with proportionality including identifying compliance gaps that matter while avoiding pedantic enforcement of minor deviations that don't impact service quality.
- Strong situational awareness with ability to read operational environment, balance competing priorities between governance and velocity, and make quick decisions about when to enforce standards versus when to be flexible.
- Coaching and enablement orientation including genuine commitment to helping engineers understand why processes exist, investing time in training rather than reactive enforcement, and measuring success by adoption rather than compliance metrics alone.
How to Apply
Please send resumes to: Kristen.brinker@infotrust.com.au
