Senior Manager, IT Service Management Process

Fairness feels good Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first. The Senior Manager, Service Management Process is accountable for the ownership, design, implementation, governance, and continual improvement of ITIL-aligned Service Management processes across technology teams. The role ensures processes are standardised, consistently adopted, tool-enabled (Freshservice), and aligned to business outcomes and risk frameworks. Typically, in this role you will: Own and maintain end-to-end ITIL processes including Incident, Problem, Change, Service Request, and Configuration Management. Define and implement process standards, policies, and procedures aligned to ITIL and organisational governance. Lead the configuration and optimisation of ITSM tooling (Freshservice) including workflows, automation, SLAs, and CMDB structures. Establish and govern forums such as Change Advisory Board (CAB) and process review boards. Monitor process compliance, conduct audits, and ensure adherence to defined standards. Develop and report on KPIs, SLAs, and process performance metrics. Drive continual service improvement initiatives using data insights and stakeholder feedback. Develop and deliver training, ensuring organisation-wide adoption of processes. Act as the escalation point for process-related issues and drive resolution. Lead, mentor, and manage direct reports to ensure effective process ownership across domains. To be successful in this role, you will need: Extensive experience in IT Service Management and ITIL-based environments. Proven experience owning and governing multiple ITIL processes across complex organisations. Strong hands-on experience with ITSM platforms, ideally Freshservice or a comparable solution. Demonstrated capability in process design, optimisation and workflow automation. Experience implementing and maintaining CMDB and configuration management practices. Strong understanding of service governance, risk management and compliance requirements. Exceptional stakeholder engagement and influencing skills, with the ability to work across technical and business teams. Experience leading teams and driving performance outcomes within a service environment. ITIL certification, with ITIL v4 Managing Professional highly regarded. Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion. Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity. Hybrid working – Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing. Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period. To apply If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion. We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at [email protected]. We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience. About AFCA The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018, AFCA has received more than 634,000 complaints, helping to secure $2.1 billion in compensation for consumers. AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.