ICT Service Manager
About The Position
Lead the next phase of Goodstart's ICT Service Transformation. Join Goodstart as we continue to evolve our enterprise ICT services, modernising how technology supports more than 16,500 Goodstarters across nearly 700 centres. As ICT Service Manager, you'll play a pivotal role in transforming our ICT Service Desk and ServiceNow capability, driving continuous improvement, strengthening IT Service Management (ITSM) practices and delivering an exceptional technology experience for our people. Reporting to the Chief Information Officer, you'll lead a team of eight and oversee the delivery of responsive, reliable and customer-focused ICT services across the organisation. You'll be responsible for improving operational performance, enhancing the end-user experience, optimising ServiceNow, and embedding best-practice ITSM processes that support our centres and corporate teams. If you're an experienced ICT Service Manager who enjoys leading high-performing teams, improving service delivery and partnering with stakeholders to drive meaningful change, we'd love to hear from you.
Requirements
- Demonstrated experience leading an ICT Service Desk, IT Service Management (ITSM) function or technology support team within a complex organisation.
- Strong knowledge of ITSM frameworks and best practices, including incident, request, problem, change and knowledge management.
- Experience managing and optimising ServiceNow or a similar IT Service Management platform.
- Proven ability to improve service delivery through performance reporting, process improvement, automation and a customer-first approach.
- Exceptional leadership skills, with experience coaching, mentoring and developing high-performing teams.
- Strong stakeholder management and communication skills, with the ability to build trusted relationships across business and technical teams.
- Experience managing third-party vendors and service providers to deliver high-quality ICT services.
- ITIL 4 certification (or equivalent) is essential, along with a relevant tertiary qualification in Information Technology, Information Systems, Business, Service Management or a related discipline (or equivalent industry experience).
Responsibilities
- Lead Goodstart's ICT Service Desk and ServiceNow capability, ensuring reliable, customer-focused technology services that support more than 16,500 Goodstarters across nearly 700 centres.
- Drive continuous improvement across IT Service Management (ITSM) practices, including incident, request, problem, change and knowledge management.
- Optimise ServiceNow by enhancing workflows, reporting, knowledge management and self-service capabilities to improve the end-user experience.
- Lead, coach and develop a high-performing team, fostering a culture of collaboration, accountability and exceptional customer service.
- Monitor and improve service performance through meaningful metrics, including SLAs, response and resolution times, customer satisfaction and operational reporting.
- Partner with ICT teams, business stakeholders and external vendors to ensure the effective delivery of technology services and timely resolution of issues.
- Champion service innovation by identifying opportunities to automate processes, simplify service delivery and enhance operational efficiency.
- Contribute to the ongoing evolution of Goodstart's ICT service capability, helping shape technology services that support our people, centres and organisational goals.
Benefits
- Flexible work arrangements
- Salary packaging benefits available through AccessPay (eligibility applies)
- Access to discounted childcare (up to 15%)
- Fitness Passport - access to gyms and pools for you and your family at a heavily discounted price
- Discounted health care and access to our employee wellbeing program with BUPA
- Exclusive discounts on travel, gym memberships, Apple and Dell products, and more
- Free annual flu shot (optional)
- Option to purchase extra leave for even greater work-life balance
- First Nations Support and Cultural Leave
- Ongoing investment in learning, leadership development
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
