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Areti Professional

IT Service Management Specialist

🗓️ Posted 2026-09-28 Sydney NSW Full-time Hybrid ICT

Company shared salary

A$8,333–A$11,250/mo (A$100,000–A$135,000/yr)

Market rate

A$7,100–A$9,600/mo (A$85,200–A$115,200/yr)

Based on similar roles (title + domain + location).

About the Company

My client a prestigious and national utilities organisation has an urgent requirement for an ITSM and ITIL specialist to champion the delivery, governance and continuous improvement of their companywide service management processes. This includes stability, reliability and an improved customer quality experience. This is a new position, and applicants are expected to have demonstrated previous commercial experience where they focused on establishing and or improving core ITIL processes including strong service reporting, vendor performance management, and introducing automation and innovation to improve efficiency , operational risk and enhanced service outcomes. As an ITSM/ITIL specialist you will report directly to the IT Service Delivery Lead, and ensure IT services are delivered efficiently, changes are implemented with minimal disruption, and service stability and quality are maintained in alignment with agreed service levels, and best-practice service management frameworks. The purpose of this multifaceted position is to engage collaboratively with the business to deliver IT solutions and business services whilst playing an active role in the technology lifecycle.

Responsibilities

  • ● Manage and oversee the end-to-end incident and request fulfilment processes to ensure timely resolution and high customer satisfaction.
  • ● Monitor operational performance, incident trends and service KPIs prioritise critical incidents, and coordinate escalations to restore service within agreed SLAs.
  • ● Ensure all requests and incidents are logged, categorised, and resolved in accordance with ITIL4 best practices.
  • ● Identify recurring issues and collaborate with technical teams to reduce incident volumes and improve service stability.
  • ● Own and manage the Problem Management lifecycle, ensuring underlying causes of recurring or major incidents are identified and addressed.
  • ● Conduct root cause analysis for recurring or major incidents to prevent reoccurrence.
  • ● Maintain a problem register, ensuring known errors, workarounds and corrective actions are documented and communicated to the relevant stakeholders.
  • ● Represent Service Delivery at Change Advisory Board (CAB) meetings to evaluate change impacts, manage risk and resource requirements to ensure the ongoing stability and reliability of IT services.
  • ● Ensure changes are reviewed, approved, scheduled, and implemented in a controlled manner to minimise disruption to services.
  • ● Validate change records, documentation, implementation and support plans to ensure accuracy and auditability contributing to continuous improvement of change governance and controls.
  • ● Ensure ITSM processes comply with corporate policies, security standards, and relevant regulatory requirements.

Requirements

  • ● Exceptional written and oral communication skills.
  • ● Exceptional organisational skills with the ability to prioritise work to meet set deadlines.
  • ● Pro-active and collaborative team player.
  • ● Demonstrated experience managing IT service management processes in a large or complex organisation.
  • ● Strong understanding and hands on experience in IT Service Management (ITIL) practices, particularly Incident, Request, Problem and Change Management Excellent analytical and trouble-shooting capability.
  • ● Thrive on a challenge and take ownership with a process improvement and results focused approach.
  • ● Experience with ITIL / COBIT or other technology frameworks.
  • ● Experience working with and supporting end-user computing technologies (e.g. Windows, Microsoft 365, Azure) is preferred.
  • ● Experience working with ServiceNow ITSM for Incident and Service Request Management.
  • ● Tertiary qualification in IT, Business Systems, or a related discipline.
  • ● ITIL4 certification (Service Operations and Management Practices desirable).
Credential Requirements for Australia

Requirements shown are for Indian professionals relocating to Australia.

🟡

ACS Skills Assessment

Australian Computer Society

Required for PR/Visa
Cost: AUD 530 Timeline: 6–8 weeks

Required for skilled visa (189/190/491) only — not required to work as IT professional