Australian Financial Complaints Authority2 followers118 jobs

Senior Manager, IT Service Management Process

SeniorFull-timeHybridMelbourne VIC, AustraliaPosted 1 month agoVerified 1 month ago
Pending fitX of Y criteria met

About the job

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.

You'll be responsible for

🔧

Owning ITIL Processes

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

Defining Process Standards

Defining and implementing process standards, policies, and procedures aligned to ITIL and organisational governance.
📈

Driving Continual Improvement

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

Key criteria

📊

ITIL process ownership experience

Proven experience owning multiple ITIL processes in complex organisations.

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🔧

Hands-on ITSM platform experience

Strong experience with ITSM tools, ideally Freshservice or similar.

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📈

Process design and optimisation skills

Demonstrated capability in designing and optimising service management processes.

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4 criteria for this job
ITIL process ownership experience
Proven experience owning multiple ITIL processes in complex organisations.

View

Hands-on ITSM platform experience
Strong experience with ITSM tools, ideally Freshservice or similar.

View

Process design and optimisation skills
Demonstrated capability in designing and optimising service management processes.

View

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

View

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