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Skills: IT Service Management, ITIL, Incident Management, Problem Management, Change Management
Melbourne, Victoria, Australia · Hybrid
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Melbourne, Victoria, Australia · On-site
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Melbourne, Victoria, Australia · On-site
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Melbourne, Victoria, Australia · On-site
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Melbourne, Victoria, Australia · Hybrid
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Melbourne, Victoria, Australia · Hybrid
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Melbourne, Victoria, Australia · On-site
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Melbourne, Victoria, Australia · Hybrid
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Melbourne, Victoria, Australia · Hybrid
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Provide strategic leadership in IT Service Management to align initiatives with the university's roadmap and strategic objectives. Lead core ITSM functions including incident response, change coordination, and operational governance while managing third-party providers.
Requires over 5 years of experience in service management and third-party supplier management within complex environments. Must possess strong ITIL knowledge and the willingness to participate in a 24x7 Major Incident Management on-call roster.
Service Management Lead– Full-Time, Permanent | Melbourne CBD (Hybrid)
Work with an ambitious and collaborative team that shares a commitment to innovation and continuous improvement.
Be part of a university dedicated to diversity, inclusion, and real-world impact.
The Operations Portfolio enables an integrated, enterprise-wide delivery for best practice student and staff experiences. The Operations Portfolio incorporates the following business units: Enterprise Projects and Business Performance (EPBP), Communications, People, Information and Technology Services (ITS), Office of the Chief Operating Officer, Procurement and Vietnam Operations.
The Operations Portfolio houses significant drivers and delivery components across the staff and student journeys and enables the overall experience for both groups. The Portfolio is integral in bringing the RMIT strategy to life globally. Each of these functions supports the global operations of the University both directly as well as through its controlled entities.
The Information Technology Services (ITS) function provides RMIT University with current and emerging Technology systems and services. Our vision of “unleashing technologies to enable great experiences for RMIT communities” supports a proactive and leading-edge technology ecosystem, mindset, and delivery, empowering the advancement of the University’s commitment to advancing Lifelong Learners. advancement of the University’s commitment to advancing Lifelong Learners.
The Role
This role provides strategic leadership in IT Service Management (ITSM), aligning initiatives to the university’s strategic objectives and ITSM roadmap. As process co-owner for Incident, Problem, Change, and Release Management, it ensures adherence to ITIL practices and effective operational governance.
The position leads core ITSM functions, including incident response, Problem, Change and release coordination, and post-incident reviews, while driving continuous process improvement and SLA performance. It fosters strong stakeholder engagement across ITS, the university, and third-party providers, and supports clear communication and reporting.
The role also includes mentoring teams, strengthening ITIL maturity, and participating in a 24×7 Major Incident Management (MIM) on-call roster.
To be successful in this position, you’ll have
Mandatory: 5+ years of service management in a complex environment
Mandatory: 5+ years' experience in managing third-party suppliers, demonstrating service improvement initiatives, financial management (including initiatives where cost reductions have been implemented) and excellence in performance / contractual obligations being met.
Mandatory: Ability and willingness to participate in a 24×7 Major Incident Management (MIM) on-call roster
Demonstrated experience in Incident, Problem, and Change Management with strong ITIL knowledge
Excellent communication, facilitation, and stakeholder engagement skills across all levels
Strong analytical, problem-solving, and decision-making capability under pressure
Proven ability to prioritise, plan, and manage multiple competing demands effectively
Good understanding of IT infrastructure, applications, reporting tools, and vendor management
Ability to build strong relationships and negotiate outcomes with internal and external stakeholders
Please submit your CV and cover letter addressing your suitability for this position by clicking on the ‘Apply’ link below.
For further information about this position, please see the Position Description below.
http://www.rmit.edu.au/content/dam/rmit/au/en/careers/position-descriptions/pd-sml.pdf
We will be running a rolling recruitment process, so please do not wait until the closing date to apply.
When you join our team, you'll be able to access a range of benefits: www.rmit.edu.au/careers/employee-benefits. From travel to fitness, there's something for everyone!
RMIT is an equal opportunity employer committed to being a child safe organisation. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community, and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.
In line with RMIT University’s commitment to a safe, respectful and inclusive environment, from 1 January 2026, the University will also consider gender-based violence (GBV) risk factors as part of our recruitment processes. All applicants will be required to complete a gender‑based violence declaration in accordance with the National Higher Education Code to Prevent and Respond to Gender-based Violence. Preferred candidates will also be required to undertake relevant pre‑employment background checks, including Working With Children Checks. Information provided will be treated confidentially and considered only for its relevance to the role and RMIT’s safety obligations.
At RMIT, we are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively support and encourage people with disability to apply to RMIT (including alternate formats of application forms). To discuss adjustment requirements, please contact Dani, via [email protected] or visit our Careers page for more contact information - https://www.rmit.edu.au/careers.
We are a Circle Back Initiative Employer – we commit to respond to every applicant.
RMIT University Pathways (RMIT UP) provides education solutions to students, academics and professionals. CRICOS: 01912G
RMIT University Pathways (RMIT UP) is owned by RMIT University, and provides a range of education solutions to students, academics and professionals located in Melbourne and overseas. RMIT UP is best known for providing specialised pathways for international students seeking entry into RMIT University, as well as a range of other education services and products. We have over 55 years’ experience delivering English language training and testing solutions both nationally and globally, focused on getting students university ready.
Offices: 99 Franklin St, Melbourne, Victoria 3000, AU
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