Manager - Service Management

NEC is a leading global software and solutions technology business with approximately 850 employees. With over 120 years of innovation globally and 50+ years here in Australia, NEC has helped future-proof organisations in a dynamic and fast changing business environment, driving growth and efficiencies through smart technology solutions, managing risk, solving workforce issues and helping businesses improve their customer and employee experience. Working with government agencies and private enterprises, NEC streamlines and simplifies the complex technology requirements, working in areas including health, transport, construction, manufacturing, emergency services, corrections, law enforcement and many more.

We are now looking for a Manager – Service Management to take on the responsibility for overseeing and driving the successful delivery of IT Service Management (ITSM) processes, particularly focusing on Incident, Request, Major Incident, Problem, and Change Management. The role leads a dedicated team responsible for providing high-quality, efficient service delivery to internal and external customers, ensuring adherence to established ITIL-based best practices and continuous improvement initiatives. 

The primary accountabilities of the role include:

• Provide leadership and strategic direction to the ITSM team comprising Incident Management, Request Fulfillment, Major Incident Management, Problem Management, and Change Management specialists.
• Oversee and ensure effective handling of incidents and requests, maintaining alignment with agreed service levels (SLAs) and operational level agreements (OLAs).
• Coordinate Major Incident Management efforts, facilitating rapid service restoration, clear communication, and thorough post-incident reviews.
• Manage the Change Management process to minimize service disruption, ensure proper risk assessment, and maintain compliance with ITIL standards.
• Drive Problem Management activities to identify root causes, manage known errors, and implement permanent solutions, thus preventing recurrence of incidents.
• Implement, monitor, and improve ITSM processes leveraging ITIL frameworks to achieve operational excellence.
• Lead and drive continuous improvement in IT Service Management (ITSM) processes, including Incident, Problem, Change, Release, Config, Knowledge and Availability/Capacity Management.
• Manage SLAs and track performance against industry benchmarks.
• Implement ITIL processes aligned with global standards, ensuring efficiency and effectiveness.
• Lead Major Incident Management and support business continuity plans.
• Contribute to achieving financial targets, ensuring alignment with budgets
• Drive continual service improvement initiatives, regularly reviewing performance metrics and identifying areas for enhancement.
• Foster strong stakeholder relationships internally and externally to ensure clear communication and effective collaboration.
• Conduct regular reporting to senior management, providing transparent metrics and insights into operational performance and areas for improvement.
• Maintain and improve documentation including policies, procedures, process maps, and training materials.
• Mentor, develop, and manage team members, ensuring professional growth and optimal resource utilization.

Experience and Qualifications:

• Extensive experience (5+ years) leading ITSM processes, specifically Incident, Request, Major Incident, Problem, and Change Management.
• ITIL certification (minimum ITIL v4 Foundation, ITIL Practitioner or Managing Professional highly preferred).
• Strong leadership skills with proven ability to effectively manage and motivate a team.
• Excellent understanding of IT Service Management tools, methodologies, and frameworks.
• Exceptional communication, stakeholder management, and negotiation skills.
• Demonstrated analytical, problem-solving, and decision-making capabilities.
• Proven experience in continuous improvement and operational efficiency initiatives.
• Ability to operate effectively under pressure in fast-paced environments, particularly during Major Incidents 

NEC offers an outstanding working environment and the opportunity to be part of a high performing team. We place great emphasis on our staff satisfaction and have a vigorous professional development program, a fantastic corporate culture and a highly responsive management team.