Senior Manager – IT Service Management

When you join ASX youre joining a company with a strong purpose to power a stronger economic future by enabling a fair and dynamic marketplace for all.

In your new role youll be part of a leading global securities exchange with a strong brand. We are known for being a trusted market operator and an exciting data hub.

Want to know why we are a great place to work click on the link to learn more.

are more than a securities exchange!

The ASX team brings together talented people from a diverse range of disciplines.

We run critical market infrastructure with 1 in 3 people employed within technology. Yet we have a unique complexity of roles across a range of disciplines such as operations program delivery financial products investor engagement risk and compliance.

Were proud to foster a workplace where diversity is celebrated and inclusion is part of our everyday culture. Our employee-led networks champion LGBTIQ inclusion promote gender equality accessibility and wellbeing inspire giving and volunteering and celebrate cultural and religious events creating a sense of belonging for all. As an AWEI Bronze employer and member of the Champions of Change Coalition for gender equality were committed to a fair and inclusive workplace where everyone can thrive.

Lead and evolve the organisations IT Service Management and Major Incident Management capabilities to ensure resilient controlled and continuously improving technology service delivery.

The IT Service Management and Operations team is responsible for establishing and governing the service management foundations that enable reliable resilient and wellcontrolled IT services across the organisation.

The function provides enterprise-wide capability across core ITSM disciplines aligned to recognised frameworks (ITIL COBIT) supporting the full lifecycle of services:

• Service design and transition

• Operational service delivery

• Incident response and recovery

• Service resilience and continuity

• Continuous improvement and process maturity

ITSM Practice Leadership:

• Lead a number of ITSM practices driving standardisation governance and control adoption across the organisation

• Lead and develop ITSM Process Managers ensuring capability uplift and performance oversight

• Own the design effectiveness and governance of core ITSM processes

• Act as an escalation point for service management risks

• Champion a Service Management community of practice

• Major Incident Management (Operational Resilience Leadership)

• Act as the primary Major Incident Manager leading major incidents to minimise impact and restore service swiftly

• Own the end-to-end major incident lifecycle and execution discipline

• Design and embed MIM frameworks playbooks and standards

• Build a sustainable scalable team-based incident response capability

• Lead executive communication and align stakeholders during incidents

• Align MIM with Business Resilience and Continuity frameworks

IT Incident Management:

• Ensure effective incident detection triage escalation and resolution

• Maintain governance over incident prioritisation classification and restoration targets

• Drive consistency and compliance with incident processes across all technology teams

Problem Management:

• Lead enterprise capability for root cause analysis and systemic issue resolution

• Ensure robust execution of post-incident reviews (PIRs)

• Drive identification and remediation of underlying service risks and recurring issues

• Embed a proactive problem management culture focused on prevention

IT Change Management:

• Govern the change management framework ensuring controlled and risk-assessed change execution

• Ensure adherence to change approval processes risk controls and scheduling discipline

• Minimise change-induced incidents through effective governance and oversight

• Align change practices to service stability and regulatory expectations

Continuous Improvement & Process Maturity:

• Drive ITSM capability uplift aligned to industry frameworks (ITIL COBIT)

• Embed continuous improvement and operational excellence

• Define and track performance metrics KPIs and controls

• Act as a trusted advisor and influence stakeholders across Technology Risk and Business

Your experience and qualifications
Must have:

• Extensive hands-on experience leading and coordinating Major IT Incidents in complex high-pressure environments

• Experience operating in highly regulated environments (e.g. financial services critical infrastructure)

• Strong understanding of risk control and audit requirements (ITGC) within IT operations

• Proven ability to influence senior stakeholders and technical teams including managing resistance to change

• Ability to translate operational practices into formal policy artefacts control descriptions and audit-ready documentation

• ITIL (v3 or v4) Expert / Managing Professional or equivalent

• Knowledge of COBIT ISO 20000 or similar governance frameworks

• Experience with ServiceNow (SNAP) or similar platforms

• Experience working alongside Business Continuity / Crisis Management framework

We make hiring decisions based on your skills capabilities and experience and how youll help us to live our values. We encourage you to apply even if you dont meet all the criteria of this role.

If you need any adjustments during the application or interview process to help you present your best self please let us know at

At ASX Group our diverse workforce is essential to build and maintain a fair and dynamic marketplace. We support flexible working and offer hybrid working options. Even if our roles are advertised as full-time we encourage you to apply if you are interested in part-time or other flexible working arrangements.

We will arrange for successful candidates to have background checks including reference and police checks completed as part of the on-boarding process.

To be considered for this position candidates must be legally authorised to work in Australia on a permanent basis without any restrictions.