Manager, IT Service Management - Digital Services

About the role

Western Sydney University is recruiting a full-time, ongoing HEW Level 9 Manager, IT Service Management for its Parramatta South campus. The role leads enterprise IT service management to improve resilience, performance and user experience across the University, reporting to the Executive Director, Customer Service & Experience. Flexible working arrangements are available.

Key responsibilities

• Lead the strategic planning, delivery and continuous improvement of ITSM practices across the University
• Oversee incident, problem, change, transition, asset, configuration and knowledge management
• Strengthen service catalogues, service level agreements and operating level agreements
• Coordinate responses to major incidents and high-impact service transitions
• Use service data, dashboards and user feedback to guide performance improvements and decisions
• Work with technical, academic and professional teams to advance self-service, automation and enterprise service management while maintaining governance and risk controls

Required profile

• Tertiary qualification in Information Technology, Business or a related discipline, or equivalent experience
• Extensive IT service management leadership experience in a complex enterprise environment
• Strong leadership, stakeholder engagement and change management capabilities
• Ability to influence across diverse teams
• Evidence of full-time working rights in Australia at application

Required skills

• Expertise in ITIL or equivalent frameworks, including implementation and optimisation of ITSM processes
• Proficiency with ServiceNow or an equivalent service management platform
• Knowledge of CMDBs, reporting tools, DevOps and Agile methodologies

What we offer

• Salary of $139,747 - $149,238 per annum, plus 17% superannuation and leave loading
• Staff-only products and offers with selected banking partners, salary sacrifice for onsite parking and novated motor vehicle leasing
• Free Employee Assistance Program, annual flu vaccination, Fitness Passport membership and discounted private health cover
• Onsite childcare with possible fee discounts and salary packaging

Applications are made through the University's online recruitment system, which includes screening questions on qualifications and experience. Applications close on 1 November 2026.