Lead ITSM Process

Job no:513074
Work type:full time
Location:Perth CBD
Categories:Information Technology

University IT

• Hands on ITSM Professional
• Enhance multiple ITSM areas including change, major incident, configuration, SLAs, CSI and more
• Full-time appointment on a 12 month fixed term basis
• Base salary range: Level 8 $103,364 – $112,981 p.a. plus 17% superannuation OR Level 9 $119,390 – 126,335 p.a. plus 17% superannuation

The University of Western Australia (UWA) is ranked among the top 100 universities in the world and a member of the prestigious Australian Group of Eight research intensive universities. With a strong research track record, vibrant campus and working environments, supported by the freedom to innovate and inspire, there is no better time to join Western Australia’s top university.

About the team

UWA is making significant investments in the Information and Technology Services to enable its strategic direction and goals.  UWA is also looking to utilise technology advancements to expand its services and create new and innovative teaching and research models.

The redesign of the IT Services Delivery aims to realign the teams in centres geographically located in three critical mass services centres.

About the opportunity

As the appointee, you will work independently and with all team members to; identify IT Service Delivery opportunities and inefficiencies, create process solutions (fit for purpose), embed and measure.  You will deliver a positive customer experience through engagement and technology.  You will assume joint ownership of the selected Service Management toolset overseeing and delivering commercials, functionality, growth and strategic direction.  You will actively deliver all agreed processes, including Major Incident and Change.

About you 

You are a seasoned ITSM Professional with a can do attitude and the ability to work in multiple areas simultaneously.  You must be customer focused in all that you do and be an active team player within IT Service Delivery. Mixing within all areas of IT and the business to understand their world and how you can help is second nature.

To be considered for this role, you will demonstrate:

• Relevant tertiary qualification or demonstrated equivalent competency
• ITIL Certified (ITIL v4 MP preferred)
• Managed several ITIL Processes during your career
• Excellent written and verbal communication skills and ability to communicate with significant influence, establish impactful stakeholder relationships and build engagement
• Familiar with the ServiceNow toolset.
• Not afraid to challenge and think outside the box.
• Excellent organisational skills with demonstrated ability to negotiate competing priorities whilst always remaining fully customer focused
• Demonstrated leadership capability in building and/or transforming a culture
• Demonstrated leadership capability to lead a team (non direct reports) and deliver strategic and operational advice to support Management
• Demonstrated ability to enforce policy and gain agreement and acceptance of process
• Demonstrated experience in end user training strategy, development, planning and execution
• Demonstrated experience in managing and motivating staff to achieve a common goal, with a commitment to providing a high level of quality customer service
• Extensive experience working within the ITIL framework
• Working knowledge of the Higher Education sector is desirable

About your application

Full details of the position's responsibilities and the selection criteria are outlined in the position description:  PD - Lead (ITSM Process) - 513074.RTF

The content of your Resume and Cover Letter should demonstrate how you meet the selection criteria.

Closing date: 11:55 PM AWST on Monday, 28 November 2022

To learn more about this opportunity, please contact Anthony D'Amore on (08) 6488 2240 or at [email protected]

This position is only open to applicants with relevant rights to work in Australia.

Application Details: Please apply online via the Apply Now button

Our commitment to inclusion and diversity

UWA is committed to a diverse workforce and an equitable and inclusive workplace.  We celebrate difference and believe diversity is fundamental to achieving our goals as a globally recognised Top 100 educational and research institution.  We are committed to creating a safe work environment for Aboriginal and Torres Strait Islander people, women, people from culturally and linguistically diverse backgrounds, the LGBTIQA+ community and people living with disability.

• We have a globally competitive, gender neutral parental leave policy with 26 weeks paid leave after 12 months service and 36 weeks after 5 years.
• We have on-campus childcare facilities for child 6 weeks to kindy.
• We facilitate flexible working, with part-time and job-sharing arrangements considered.
• We have an ongoing partnership with Pride in Diversity and were recently awarded a Bronze Employer status for LGBTIQA+ inclusion.
• We have Athena SWAN Bronze accreditation and actively work to improve gender equity. 

Should you have any queries relating to your application, please contact the individual named in the advertisement. Alternatively, contact the Talent team at [email protected] with details of your query. To enable a quick response, please include the 6-digit job reference number and a member of the team will respond to your enquiry.

Advertised:11 Nov 2022 W. Australia Standard Time
Applications close:28 Nov 2022 11:55 PM W. Australia Standard Time