Service Management Lead

About the role

Service Management Lead- Full-Time, Permanent | Melbourne CBD (Hybrid) Work with an ambitious and collaborative team that shares a commitment to innovation and continuous improvement. Be part of a university dedicated to diversity, inclusion, and real-world impact. About the Portfolio The Operations Portfolio enables an integrated, enterprise-wide delivery for best practice student and staff experiences. The Operations Portfolio incorporates the following business units: Enterprise Projects and Business Performance (EPBP), Communications, People, Information and Technology Services (ITS), Office of the Chief Operating Officer, Procurement and Vietnam Operations. The Operations Portfolio houses significant drivers and delivery components across the staff and student journeys and enables the overall experience for both groups. The Portfolio is integral in bringing the RMIT strategy to life globally. Each of these functions supports the global operations of the University both directly as well as through its controlled entities. The Information Technology Services (ITS) function provides RMIT University with current and emerging Technology systems and services. Our vision of "unleashing technologies to enable great experiences for RMIT communities" supports a proactive and leading-edge technology ecosystem, mindset, and delivery, empowering the advancement of the University's commitment to advancing Lifelong Learners. advancement of the University's commitment to advancing Lifelong Learners. This role provides strategic leadership in IT Service Management (ITSM), aligning initiatives to the university's strategic objectives and ITSM roadmap. As process co-owner for Incident, Problem, Change, and Release Management, it ensures adherence to ITIL practices and effective operational governance. The position leads core ITSM functions, including incident response, Problem, Change and release coordination, and post-incident reviews, while driving continuous process improvement and SLA performance. It fosters strong stakeholder engagement across ITS, the university, and third-party providers, and supports clear communication and reporting. The role also includes mentoring teams, strengthening ITIL maturity, and participating in a 24×7 Major Incident Management (MIM) on-call roster. About You: To be successful in this position, you'll have Mandatory: 5+ years of service management in a complex environment Mandatory: 5+ years' experience in managing third-party suppliers, demonstrating service improvement initiatives, financial management (including initiatives where cost reductions have been implemented) and excellence in performance / contractual obligations being met. Mandatory: Ability and willingness to participate in a 24×7 Major Incident Management (MIM) on-call roster Demonstrated experience in Incident, Problem, and Change Management with strong ITIL knowledge Excellent communication, facilitation, and stakeholder engagement skills across all levels Strong analytical, problem-solving, and decision-making capability under pressure Proven ability to prioritise, plan, and manage multiple competing demands effectively Good understanding of IT infrastructure, applications, reporting tools, and vendor management Ability to build strong relationships and negotiate outcomes with internal and external stakeholders To Apply Please submit your CV and cover letter addressing your suitability for this position by clicking on the ' Apply ' link below. For further information about this position, please see the Position Description below. http://www.rmit.edu.au/content/dam/rmit/au/en/careers/position-descriptions/pd-sml.pdf We will be running a rolling recruitment process, so please do not wait until the closing date to apply. When you join our team, you'll be able to access a range of benefits: www.rmit.edu.au/careers/employee-benefits . From travel to fitness, there's something for everyone! Applications Close: 18 July 2026 11.59 pm RMIT is an equal opportunity employer committed to being a child safe organisation. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community, and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community. In line with RMIT University's commitment to a safe, respectful and inclusive environment, from 1 January 2026, the University will also consider gender-based violence (GBV) risk factors as part of our recruitment processes. All applicants will be required to complete a gender‑based violence declaration in accordance with the National Higher Education Code to Prevent and Respond to Gender-based Violence . Preferred candidates will also be required to undertake relevant pre‑employment background checks, including Working With Children Checks. Information provided

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