Australian Financial Complaints Authority86 jobs

IT Service Management Process Manager

Mid levelSeniorFull-timeHybridMelbourne VIC, AustraliaPosted 1 week agoVerified 1 week ago
Pending fitX of Y criteria met

About the job

This job is about taking ownership of AFCA's ITIL processes to ensure they are fit for purpose and aligned with business objectives. Making a real impact in service excellence and operational maturity is key to this position. The team thrives on collaboration, inclusivity, and a commitment to continual improvement, creating a supportive environment where every voice is valued.

Meet the team

About the company

  • Explore
    • Jobs
    • Companies
    • People
    • Communities
    • Hatch Hotlist 2025
  • Hiring
    • Permanent hires
    • Student placements
  • Resources
    • Blog
    • Community stories
    • Career advice
    • Customer stories
    • Help centre
  • Hatch
    • About
    • Careers
    • Contact
    • Hatch updates
    • Media enquiries
  • © 2026 Hatch
  • Privacy
  • Terms

You'll be responsible for

🔧

Owning ITIL processes

Own and maintain end-to-end ITIL processes including Incident, Problem, Change, Service Request, and Configuration Management.
📏

Defining process standards

Define and implement process standards, policies, and procedures aligned to ITIL and organisational governance.
📈

Driving continual improvement

Drive continual service improvement initiatives using data insights and stakeholder feedback to enhance service delivery.

Key criteria

🛠️

ITIL process ownership

Proven experience owning multiple ITIL processes in complex environments.

View

📊

ITSM platform expertise

Strong hands-on experience with ITSM platforms like Freshservice.

View

📈

Process design and optimisation

Demonstrated capability in process design and workflow automation.

View

View more

A meaningful career starts with a match

Apply on Australian Financial Complaints Authority
Send via their website
Think you're a good fit?See what the hiring team are looking for

View your fit

5 criteria for this job
ITIL process ownership
Proven experience owning multiple ITIL processes in complex environments.

View

ITSM platform expertise
Strong hands-on experience with ITSM platforms like Freshservice.

View

Process design and optimisation
Demonstrated capability in process design and workflow automation.

View

Service governance knowledge
Strong understanding of governance, risk management, and compliance.

View

Stakeholder engagement skills
Exceptional skills in engaging and influencing diverse stakeholders.

View

Similar jobs

View all
MedHealth
MedHealth
IT Service Management AnalystMelbourne, VIC · Full-time
The IT Service Management Analyst plays a crucial role in supporting and maintaining effective IT service delivery at MedHealth. This position is all about collaborating with business stakeholders and IT teams to develop the Freshservice platform, ensuring it meets organizational needs. With a focus on building integrations and enhancing system capabilities, this job contributes to delivering consistent and high-quality IT services.
Ferrero
Ferrero
IT Service Manager ANZSydney, NSW · Full-time
The job of IT Service Manager – ANZ is an exciting opportunity to be part of the Asia Pacific multi-country IT team. This position plays a crucial role in ensuring high-quality IT service delivery and operational support across Australia and New Zealand, while collaborating with regional and global IT teams. The team values continuous improvement and effective communication, making it a dynamic and supportive environment.
Australian Financial Complaints Authority
Australian Financial Complaints Authority
Senior Manager, IT Service Management ProcessMelbourne, VIC · Full-time
The Senior Manager, Service Management Process is a pivotal job at AFCA, focusing on the ownership and continual improvement of ITIL-aligned Service Management processes. This role plays a crucial part in ensuring processes are standardised and tool-enabled, directly impacting the quality of service delivery for Australians. The team thrives on collaboration and values every voice, creating an inclusive environment where everyone can flourish.
Herbert Smith Freehills
Herbert Smith Freehills
Team Leader, IT Service ManagementSydney, NSW · Melbourne, VIC · Full-time
This job is about leading the IT Service Management team at Herbert Smith Freehills Kramer, a prestigious global law firm. The role is crucial for ensuring exceptional service delivery and fostering a culture of continuous improvement. The team thrives on collaboration, innovation, and a commitment to excellence, making it a fantastic opportunity for someone passionate about IT and team leadership.