IT Service Management Process Manager

Job Description

Reporting to the Head of Service Management, you'll take ownership of AFCA's ITIL processes, ensuring they are fit for purpose, consistently adopted and aligned with business objectives and risk requirements. You'll play a key role in driving service excellence, operational maturity and continual improvement across the organisation.

This is an excellent opportunity for an experienced ITSM leader who enjoys combining strategy, governance, process optimisation and people leadership to deliver measurable business outcomes.

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. 

Qualifications

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.

Additional Information

• 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.