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ITSM & Continuous Process Improvement Lead
ICT
Company shared salary
NA
Market rate
A$10,833–A$15,000/mo (A$129,996–A$180,000/yr)
Based on similar roles (title + domain + location).
About the Company
Bapcor is an ASX listed company whose business spans the end-to-end aftermarket supply chain covering trade, retail, networks and service. Our businesses include Burson, Autobarn, Midas, Truckline, BNT and JAS. We have more than 900 locations and 5,000 team members across Australia, New Zealand and Thailand. We are committed to creating a safe, inclusive environment where our people can thrive and do their best work. We are passionate about delivering for our customers and living our values: We do the right thing, We are in it together, We give a damn, We get it done.
About the Role
We are seeking an experienced ITSM & Continuous Process Improvement Lead to play a critical role in driving service delivery excellence across Bapcor's Technology function. Reporting to the GM Technology Operations, this role will own the evolution of our IT Service Management capability, with a strong focus on ServiceNow, process optimisation, automation, service excellence and continuous improvement. Acting as the Product Owner for ServiceNow, you will partner closely with Technology leaders, operational teams, service providers and business stakeholders to improve service delivery, uplift ITSM maturity and embed scalable, efficient ways of working. This is an ideal opportunity for someone who combines deep ITSM expertise with a passion for process improvement, automation and delivering outstanding customer experiences.
Responsibilities
- ● Own and manage Bapcor's ITSM platform (ServiceNow), including roadmap development, backlog prioritisation, enhancements, governance and continuous improvement.
- ● Drive the uplift of ITSM maturity by establishing, maintaining and improving service management processes, procedures and governance frameworks.
- ● Lead continuous improvement initiatives that streamline workflows, increase automation and improve service delivery outcomes.
- ● Partner with Technology teams and stakeholders to identify opportunities for improved efficiency, productivity and customer experience.
- ● Oversee ServiceNow reporting, dashboards and performance metrics, ensuring actionable insights are available across the Technology function.
- ● Work closely with ServiceNow partners and vendors to deliver system enhancements, upgrades, integrations and new capabilities.
- ● Develop and maintain process documentation, training materials and knowledge resources to support adoption and capability uplift.
- ● Champion innovation by leveraging automation, integrations and emerging technologies to enhance service management outcomes.
Requirements
- ● 7+ years' experience in IT Service Management, Service Delivery, IT Operations, LEAN or Continuous Improvement roles.
- ● Proven experience improving ITSM maturity and implementing service improvement initiatives.
- ● Strong ServiceNow experience, ideally as a Product Owner, Platform Owner or Process Lead.
- ● ITIL 4 or 5 certification (or equivalent).
- ● Experience developing ITSM processes across Incident, Problem, Change, Request and Knowledge Management disciplines.
- ● Strong understanding of workflow design, automation and service optimisation.
- ● Excellent stakeholder engagement and communication skills.
- ● Strong analytical and problem-solving capability with a customer-first mindset.
- ● Experience leading ServiceNow enhancements, integrations and platform governance (highly regarded).
- ● Experience within enterprise-scale or multi-site environments (highly regarded).
- ● Exposure to Lean, Continuous Improvement or Process Excellence methodologies (highly regarded).
Credential Requirements
for Australia
Requirements shown are for Indian professionals relocating to Australia.
🟡
Required for PR/Visa
ACS Skills Assessment
Australian Computer Society
Cost: AUD 530
Timeline: 6–8 weeks
Required for skilled visa (189/190/491) only — not required to work as IT professional
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