IT Service Manager

The IT Service Manager is accountable for the delivery and continual improvement of IT services within the IT & Data team. The role ensures that end-users receive reliable, secure, and efficient IT services, underpinned by ITIL practices and aligned to ISO/IEC 27001 requirements.

The IT Service Manager will act as the administrator and subject matter expert (SME) for service management platforms and processes, ensuring they are effectively maintained, configured, and leveraged to support service delivery. The role has a strong focus on integration, serving as a key interface between Austroads and its managed service providers and partners to ensure seamless collaboration and high-quality outcomes.

This position is based in the Austroads Sydney office.

Major responsibilities/accountabilities

The role is responsible for:

• Service Delivery and Operations – Managing end-to-end IT support services, ensuring high levels of availability, responsiveness, and customer satisfaction.
• Platform and Process Management – Serving as administrator and SME for ServiceNow, maintaining configuration, workflows, and reporting.
  • Serving as administrator and SME for the organisation’s IT service management platforms, maintaining configuration, workflows, and reporting.
  • Supporting service catalogue management, ensuring services are clearly defined, accessible, and supported.
  • Promoting adoption of automation and self-service features to improve efficiency and user experience.
  • Ensuring service data and reporting provide actionable insights for continuous improvement.
• Governance, Risk and Compliance – Ensuring IT service management aligns with Austroads’ ISO 27001 ISMS controls, policies, and audit requirements.
  • Maintaining accurate records for incidents, changes, and service levels to support compliance and audit readiness.
  • Partnering with the Information Security team to embed security best practices within service processes.
• Stakeholder and Vendor Management – Building strong relationships with business units, acting as the face of IT services and ensuring alignment with business needs.
  • Coordinating with vendors and MSPs to ensure contractual SLAs are met and exceeded.
  • Reporting regularly to the Head of IT Operations on service performance, risks, and improvement initiatives.
• Continuous Improvement – Championing service improvements, automation, and knowledge management practices.
  • Driving adoption of the self-service portal and knowledge base to improve customer experience.
  • Identifying opportunities to improve service efficiency and cost transparency.
• Contributing to continuous improvement, identifying ways to enhance value for our members and the public.
• Maintaining and adhere to Quality Systems processes and procedures associated with the role.
• Other duties as directed.

Qualifications, knowledge, and experience

The IT Service Manager will possess:

Essential:

• Proven experience in IT service management in a medium-to-large enterprise.
• Strong understanding of ITIL v4 practices.
• Hands-on experience with ServiceNow, JIRA administration and reporting.
• Demonstrated vendor and MSP management experience.
• Excellent stakeholder engagement and communication skills.
• Strong analytical, reporting, and process improvement abilities.

Desirable:

• Exposure to an ISO 27001 complaint organisation.
• Tertiary qualification in IT, Computer Science, or related field.
• ITIL v4 Foundation; Intermediate/Managing Professional desirable.
• ServiceNow administrator/developer certifications.
• Exposure to Microsoft 365, Intune, Azure, AWS.

Personal qualities

A successful candidate will need to present a professional image and build strong relationships across the enterprise. Specifically, the role requires:

• Excellent initiative, innovativeness and drive, and the ability to work independently to deadlines and within time constraints, to handle tasks with discretion, confidentiality, reliability and flexibility, and to set priorities.
• Demonstrated high level organisational and administrative ability.
• Highly developed interpersonal and communication skills, both oral and written, including the ability to deal tactfully and effectively with people at all levels.
• Comfortable working in a fast-paced environment
• A service focused approach.
• Sound judgement and problem-solving ability.
• Strong networking and teamworking skills.
• Strong attention to detail.
• Commitment to ongoing professional development and learning.
• Professional ethics and integrity.
• Comfort working in an environment which is constantly evolving.

View a copy of the position description

For more information or to express interest in this role, please use our online form to contact our Human Resources Manager.