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Service Management Officer

https://www.randstad.com Logo

Randstad

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Location:
Australia , Canberra

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Service Management Officer leads the strategic and operational delivery of service management across the organisation. This role is responsible for ensuring that services are delivered efficiently, meet agreed service levels, and continuously evolve to support business needs. The Service Management Officer drives process maturity and performance management.

Job Responsibility:

  • Services are delivered reliably, efficiently, and in alignment with agreed service levels
  • Stakeholders experience improved responsiveness, transparency, and predictability in IT service operations
  • Service management processes are fully defined, documented, and aligned to organisational objectives and ITIL for best practice
  • Governance mechanisms are embedded, ensuring clear accountability, controlled change, and consistent execution across teams
  • Core ITIL processes—including Incident, Problem, Change, Request, Asset & Configuration, and Service Level Management—operate cohesively and at increasing levels of maturity
  • Process improvements reduce service disruptions, shorten resolution times, and enhance root-cause identification and prevention
  • Service management tools are configured to accurately reflect process design and operational needs
  • The Tool Service Provider is guided and held accountable for implementing required configuration changes, ensuring the toolset remains fit-for-purpose
  • KPIs, SLAs, and service metrics are actively monitored, analysed, and reported
  • Trends, risks, and improvement opportunities are identified early, with clear recommendations and actions implemented to enhance service performance

Requirements:

  • ITIL Framework Expertise: ITIL V3 or V4 Intermediate certified
  • Service Management Platforms
  • Configuration Management (CMDB)
  • Reporting & Analytics
  • Integration & API Knowledge
  • Cloud & Infrastructure Awareness
  • Strategic Planning
  • Stakeholder Engagement
  • Process Design & Optimisation
  • Change Management
  • Customer-Centric Mindset
  • Risk & Issue Management
  • Vendor Management
  • 3 years experience
  • Associate Degree/Diploma
  • Must be in Canberra
  • Candidate must be an Australian citizen

Additional Information:

Job Posted:
April 01, 2026

Expiration:
April 12, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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