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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Management and Operations, with a strong focus on Incident, Change, and Service Improvement processes. Proven ability to lead teams, manage client relationships, and ensure compliance with service level agreements and operational standards.
Highest-signal resume keywords
ITIL V4 CertificationIncident ManagementChange ManagementService Level Agreement DevelopmentClient Relationship Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Improvement InitiativesOperational Documentation DevelopmentPerformance ReportingRoot Cause AnalysisContract Management
Soft Skills
Strong Verbal CommunicationStakeholder ManagementTeam LeadershipCustomer FocusMentoring
Tools & Technologies
Atlassian JIRAConfluenceServiceNow
Certifications & Qualifications
ITIL V4
Industry Keywords
Intelligent Transport SystemsCritical InfrastructureService OperationsOperational ReadinessCompliance
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Maintain a high-performing Service Support function aligned with ITIL and organisational standards.
- Own and manage Incident, Request, Change, Service Improvement, CMDB, and Escalation processes.
- Oversee and coordinate Major Incidents, including communication, stakeholder management, and post-incident reviews.
- Coordinate day-to-day operational activities to maintain service performance and consistent practices.
- Develop, maintain, and monitor Service Level Agreements (SLAs).
- Identify and deliver service improvement initiatives.
- Coordinate and manage minor project activities, including quotes, stakeholder liaison, and on-time delivery.
- Track and manage contract financials, resource costs, third-party expenses, and forecast budgets.
- Lead, mentor, and performance-manage the support team.
- Manage onboarding, training, and succession planning.
- Drive accountability, continuous improvement, and customer focus.
- Conduct internal review meetings covering performance, SLAs, risks, and quality metrics.
- Ensure compliance with contractual obligations.
- Build relationships with clients, vendors, and internal teams.
- Manage third-party vendors and act as the primary escalation point.
- Represent the Support and Maintenance team during system changes.
- Produce service performance reports.
- Analyse incident trends, lead root cause analyses, and implement preventative actions.
- Support audit, performance, and service review activities.
Requirements
What you’ll need- Minimum 5 years’ experience in IT Service Management or Operations, with at least 3 years in a leadership or coordination role.
- Demonstrated experience coordinating service operations across multiple systems to ensure consistent performance and service outcomes.
- Proven experience managing client relationships and ensuring service expectations are met across operational environments.
- Experience overseeing the delivery and performance of integrated operational systems and critical infrastructure environments.
- Demonstrated ability to develop and maintain high quality operational documentation, including processes, procedures, service plans, and performance reports.
- Strong verbal and written communication skills during time critical events such as major incidents and high-impact changes.
- Proven background in incident and change management processes.
- Experience in service transition and operational readiness.
- Exposure to contract or commercial management, including reviewing scopes, deliverables, and vendor performance.
- Industry certification such as ITIL v4 or equivalent.
- Experience in the Intelligent Transport Systems (ITS) or critical infrastructure domain.
- Familiarity with Atlassian JIRA/Confluence, ServiceNow, or similar service management tools.
Benefits
Comp & perks- Be part of large scale infrastructure projects.
- A collaborative, supportive and diverse work environment where everyone has the chance to make a difference.
- Up to 3 additional days of leave per year.
- Access to a learning platform for personal and professional growth.
- Novated leasing.
- Coaching and wellbeing support through the EAP.
- Equal Opportunity Employer fostering a diverse, inclusive, and collaborative working environment.