Head of Service Management

About the role

Centorrino Technologies is seeking a Head of Service Management to lead the strategic direction and continuous improvement of IT Service Management across its Managed Services division in Australia. Reporting to senior leadership, you will ensure services are delivered consistently, efficiently, and in line with contractual obligations, SLAs and industry best practice.

Key responsibilities

• Develop and execute the organisation’s IT Service Management strategy and drive ITIL‑aligned maturity.
• Establish and maintain governance frameworks that improve operational consistency and service quality.
• Own and continuously improve all Service Management processes, including documentation, review and optimisation.
• Lead the Service Management Office (SMO) and oversee Major Incident, Problem, Change Enablement, Knowledge, Service Catalogue, Configuration, Asset, Risk and Continual Improvement management.
• Implement practical, scalable governance processes that support operational efficiency.
• Maintain a Continual Improvement Register to prioritise and track improvement initiatives.
• Identify automation and process‑optimisation opportunities to eliminate recurring inefficiencies.
• Conduct post‑incident reviews and ensure lessons learned are applied organisation‑wide.
• Drive measurable improvements in service performance, customer experience and operational effectiveness.
• Approve Service Management standards, allocate resources and advise on workforce planning.
• Lead, mentor and develop Service Management leaders and teams, fostering an inclusive, high‑performing culture.

Required profile

• 10+ years of experience in IT Managed Services or Enterprise IT environments.
• Minimum 5 years in a senior leadership role.
• Extensive experience leading ITIL‑based Service Management functions.
• Proven track record of driving large‑scale operational improvements.
• Strong governance and continual‑improvement mindset.

Required skills

• ITIL
• Incident Management
• Problem Management
• Change Management
• Knowledge Management
• Service Catalogue Management
• Configuration Management
• Asset Management
• Risk Management
• Continual Improvement processes

What we offer

• Recognition as a Great Place to Work and a top inspiring workplace.
• High employee Net Promoter Score (eNPS 68) reflecting a supportive culture.
• Opportunities to innovate, grow and shape the future of customer experience.