About the job

Experienced people leader with a track record of service excellence in a managed services environment.

• Exposure to cutting-edge technologies and enterprise environments.
• Provide leadership, guidance, and mentoring.
• Melbourne or Sydney location.

Interactive is an Australian end-to-end award-winning IT services provider. We're a trusted technology partner, that include some of Australia's biggest and most well-known brands, and we deliver an integrated suite of managed and professional services.

We’re looking for an experienced Manager, Service Management to lead the governance, delivery and continuous improvement of our Incident, Request, Problem, Configuration and Change Management functions. This role will also include the accountability for our managed Service Desk capability.

This is a senior operational leadership role where you’ll build capable teams, strengthen customer outcomes and help create simpler, smarter and more consistent ways of working. You’ll champion continuous improvement, responsible AI adoption, automation and collaboration across Interactive to deliver a seamless customer experience.

Some Of The Key Things You’ll Do

• Lead core Service Management functions across a managed services environment.
• Ensure customer, contractual and operational service levels are consistently achieved.
• Drive major incident response, communications and post-incident improvements.
• Own and deliver a continuous service improvement roadmap.
• Champion automation, AI adoption and process optimisation initiatives.
• Collaborate across business units to enhance customer outcomes and service delivery.
• Build trusted stakeholder relationships and provide meaningful service performance insights.

What We’re Looking For

• Extensive Service Management leadership experience within a managed services environment.
• Proven success leading high-performing teams in an operational setting.
• Strong expertise across Incident, Request, Problem, Configuration and Change Management.
• ITIL certified with practical experience applying ITIL best practices.
• Hands-on experience with ServiceNow or a similar enterprise ITSM platform.
• Track record of driving automation, process improvement and digital transformation.
• Exceptional stakeholder management and executive communication skills.