Senior Analyst, Service Operations

• Own key IT service management practices across a complex technology environment.
• Lead major incident, problem and change activities across Technology and service partners.
• Use service insights to strengthen technology performance, resilience and continuous improvement.
• 12 Month Max-term Contract

Perpetual Asset Management

A global multi-boutique asset management business offering an extensive range of specialist investment capabilities through seven boutiques and brands in key regions globally. Within Australia, Perpetual and Pendal have a broad range of capabilities across Australian and global equities, credit, fixed income, multi-asset and ESG. We have a growing presence in the US, UK and Europe through our brands Barrow Hanley, Trillium, JO Hambro, Regnan and TSW.

About the role

Join the Service Operations team supporting Perpetual Asset Management and play an important role in maintaining the stability, resilience and effectiveness of our technology services for 12 Months.

As Senior Service Operations Analyst, you'll operate and continuously improve key IT service management practices, working across Technology, the business and external service partners. You'll have broad exposure across incident, problem, change, knowledge and request management, while using service insights to identify risks and improve technology service performance.

You will:

• Coordinate major incident response, bringing together technology teams and service providers and keeping stakeholders informed.
• Manage problem investigations through to root cause and corrective actions, helping reduce recurring incidents and service impacts.
• Manage change activities, assessing risk and operational readiness and monitoring implementation outcomes.
• Improve ITIL-aligned practices across incident, problem, change, knowledge, request fulfilment and service transition.
• Analyse service data and develop dashboards and reporting to identify trends, risks and opportunities for improvement.
• Strengthen knowledge management and self-service, ensuring technology information remains accurate, relevant and useful.
• Support the transition of new and changed technology services, ensuring appropriate support, documentation, ownership and controls are in place.

About you

You'll bring:

• Relevant experience in IT service management, technology operations or a related environment.
• ITIL Foundation certification and strong knowledge of ITIL service management practices.
• Experience working across incident, problem and change management.
• Strong analytical and problem-solving skills, with an ability to turn service data into practical improvements.
• Excellent communication skills and confidence working with both technical and non-technical stakeholders.
• Experience with IT service management platforms such as ServiceNow.
• The ability to manage competing priorities and work effectively with internal teams and external service partners.
• Availability to participate in an on-call roster providing 24/7 incident assistance.

How we work
Our unique culture is underpinned by our three organisational behaviours, Stretch, Own it, Make an impact which drive our approach of day-to-day interactions with colleagues and clients, the way we approach decision-making to the questions we ask and the problems we solve.

Employee benefits

About Us

Perpetual is an ASX-listed, diversified financial services company which has been serving clients since 1886.

Across our four business divisions - Perpetual Asset Management Australia, Perpetual Asset Management International, Perpetual Private and Perpetual Corporate Trust - we aim to protect and grow our clients' wealth, knowing that by doing so we can make a difference in their lives.

Trust is earned, every day.

We have been earning the trust of our clients for more than 130 years and pride ourselves on our long-standing client relationships - some of which span five generations.

Our People

Each and every day our people bring to life our enterprise behaviours – Stretch, Own It, and Make an Impact. The Perpetual team is diverse, expert and driven by the belief that we can make a difference in the lives of our clients. We value integrity, skill and teamwork and seek to find the best in each individual. Our reward is personal and professional development and the pride that comes from doing the best for our clients.

Our History

In 1885, a committee of business and professional people, including future Prime Minister, the Honourable Sir Edmund Barton, gathered in Sydney for the purpose of forming a trustee company. Perpetual Trustee Company Limited was formed on 28 September 1886 and since then has been entrusted by generations of Australians to manage, grow and protect their wealth.

Through wars, recessions and financial crises, we have continually evolved to meet the challenges of constant social, technological and economic change. Our core values and financial principles have endured through time and will continue to endure.