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Information Technology Service Management Manager at Redwolf + Rosch

Victoria, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

28 Jan, 27

Salary

120000.0

Posted On

30 Oct, 26

Experience

18 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Yes

Skills

Industry

Financial Services & Insurance

Description

Key ResponsibilitiesStrategic Leadership & Operations: Lead and develop a high-performing team (including Service Delivery Managers and ITSM specialists) while setting service performance expectations across retail, supply chain, and corporate environments.
Incident & Escalation Management: Accountable for Major Incident Management (MIM) governance, ensuring 24x7 operational resilience, clear incident coordination, and acting as a senior management escalation point.
Vendor & Commercial Management: Drive contractual performance, SLAs, cost optimisation, and value-for-money with third-party Service Desk, Field Services, and managed service partners.
ITSM Process Ownership & Governance: Continuously mature ITSM practices—including Incident, Problem, Change, Request, Knowledge, and Service Transition—applying pragmatic, fit-for-purpose governance aligned with risk and business impact.
Financial & Data Management: Own the departmental operating budget, financial forecasts, and cost-control initiatives, while driving IT service data governance, reporting, and actionable analytics.
Continuous Improvement & Delivery: Sponsor and execute cross-functional service improvement projects to enhance operational readiness and scalable support for new store openings and site expansions.

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Responsibilities