ICT Service Manager

Company description:
Role: ICT Service Manager
Location: Murarrie, Brisbane
Employment Type: Full-time

Job description: You’ll take ownership of ICT service performance and help mature Goodstart’s service management capability, using data, technology and continuous improvement to deliver reliable, responsive and customer-focused technology services.
If you’re an experienced service management leader who enjoys building capability, improving how services operate and delivering measurable outcomes, we’d love to hear from you.
Your ImpactIn this role, you’ll:
* Lead Goodstart’s ICT Service Management function, with responsibility for the Service Desk and broader service management practices across ICT
* Take accountability for ICT service performance, service levels and customer experience across Goodstart’s national environment.
* Own and continuously improve ITSM practices across incident, request, problem, change and knowledge management.
* Drive an end-to-end service management approach across ICT, strengthening service ownership and accountability across technology teams and partners.
* Use service data and customer insights to identify trends, recurring issues and opportunities for improvement, using structured problem management and root-cause analysis to drive sustainable outcomes.
* Establish meaningful service measures and provide clear, actionable reporting to the CIO and ICT leadership, including SLA performance, first contact resolution, ticket ageing, repeat incidents and customer satisfaction.
* Drive measurable service improvements, including reducing avoidable demand, improving resolution times, increasing self-service and reducing repeat incidents.
* Partner closely with Infrastructure, other ICT teams, business stakeholders and external service providers to resolve systemic issues and continuously improve service delivery.
* Hold technology partners accountable for agreed service levels and outcomes, influencing performance across teams where you may not have direct authority.
* Champion a customer-first service culture, ensuring ICT understands the operational impact technology has on our centres, frontline teams and ultimately the children and families we support.

What Goodstart can offer you
* Enjoy flexible work arrangements that support both your professional and personal commitments.
* 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.
* Work for a company with an aspiration to be globally recognised for early years practice and learning outcomes.
* Grow your career through ongoing investment in learning, leadership development and meaningful work that supports children and families across Australia.

What You’ll BringWe’re looking for an experienced ICT service management leader who can lead people, mature service management practices and drive measurable improvements in service performance and customer experience.
* Demonstrated experience leading and maturing an ICT Service Management function, Service Desk or technology support function within a complex, distributed or multi-site organisation.
* Strong leadership experience, with a track record of developing people, coaching leaders and building high-performing, customer-focused teams.
* Strong practical knowledge of ITSM across incident, major incident, request, problem, change and knowledge management, with the ability to mature these practices across ICT.
* Demonstrated experience with ServiceNow, including improving workflows, service catalogue, knowledge, self-service, dashboards, reporting and automation.
* A strong understanding of service performance management, including establishing meaningful service levels and using data and customer insights to identify trends, priorities and opportunities for improvement.
* Demonstrated experience in problem management and root-cause analysis, translating recurring issues into sustainable service improvements.
* A track record of delivering measurable improvements in service performance and customer experience, with the ability to demonstrate outcomes through meaningful service metrics.
* Experience working with external technology partners and managed service providers, including holding providers accountable for agreed service levels, performance and outcomes.
* Strong stakeholder management and communication skills, with the ability to influence across technology teams and translate technical service issues into clear business impacts, priorities and actions.
* A genuine customer-first mindset and an understanding of the operational impact technology services can have in a frontline, distributed environment.
* ITIL 4 certification or equivalent, together with a relevant tertiary qualification or equivalent industry experience.

How to apply
Click ‘Apply Now' and submit your application.

Applications are reviewed as they're received, so we encourage you to apply as soon as possible for the best opportunity to progress.

Have a question? Contact Tash in our Talent Acquisition Team via email mmurabi@goodstart.org.au

If you are a placement agency or external recruiter, please refrain from submitting resumes to Goodstart unless you have a signed staffing agency agreement with us. Goodstart will not be responsible for or pay any placement fees for candidates submitted by agencies that are not approved suppliers. Any resumes received from agencies or external recruiters without an agreement will be reviewed by Goodstart and may be shared with our internal recruiting team for their reference.

Supporting our people and protecting our children
We're an equal opportunity employer that is proud of our inclusive and diverse work environment. We know that Goodstarters from diverse cultures, backgrounds and experiences strengthen our teams and help us grow. We're also deeply committed to Reconciliation and creating an environment where Aboriginal and Torres Strait Islander People feel a strong sense of belonging and connection.
Safety is our priority and we will take any action necessary to ensure that all children can feel safe and be safe, and are safeguarded from abuse, neglect and harm. As a Child Safe Organisation, all of our candidates must have or obtain a valid working with children check.

To apply: https://goodstart-early-learning.contactrh.com/jobs/12217/44534347