Manager, IT Service Management – Digital Services

About the role

Lead enterprise IT service management to improve resilience, performance and user experience across Western Sydney University. This full‑time, ongoing position reports to the Executive Director, Customer Service & Experience.

Key responsibilities

• Strategic planning, delivery and continuous improvement of ITSM practices, overseeing incident, problem, change, transition, asset, configuration and knowledge management.
• Strengthen service catalogues, SLAs, OLAs and coordinate responses to major incidents and high‑impact service transitions.
• Use service data, dashboards and user feedback to drive performance improvements and inform decisions.
• Advance self‑service, automation and enterprise service management capabilities while maintaining governance and risk controls.

Required profile

• Tertiary qualifications in IT, Business or related discipline, or equivalent experience.
• Extensive IT service management leadership experience in a complex enterprise environment.
• Demonstrated expertise in ITIL or equivalent frameworks and ability to influence diverse teams.

Required skills

• Proficiency with ServiceNow or equivalent service management platform.
• Knowledge of CMDBs, reporting tools, DevOps and Agile methodologies.

What we offer

• Salary $139,747 – $149,238 per annum plus super and leave loading.
• Flexible working arrangements and hybrid work mode.
• Access to staff‑only financial products, salary sacrifice options, and novated leasing.
• Health and wellbeing support including EAP, flu vaccination, Fitness Passport eligibility and discounted private health cover.
• On‑site childcare with discounted fees at multiple campuses.