IT Service Manager

How will you make an impact

You will oversee the design and delivery of critical ITSM processes that underpin our technology operationsdriving service reliability rapid incident response and continuous improvement to ensure every user experience is seamless secure and supported.

The opportunity

As the IT Service Manager youll be at the heart of our technology operationsdefining developing and continuously improving our ITSM framework. From Change and Major Incident Management to Knowledge and Asset Configuration youll ensure our systems and processes are robust responsive and aligned to best practice.

Youll also own the strategic direction of our ITSM tool enabling seamless integration automation and self-service capabilities that empower both IT and business users.

Some Key Responsibilities:

• Lead the full lifecycle of ITSM processes across internal teams and external suppliers
• Act as Change Manager and Major Incident Manager ensuring risk is well-managed and disruptions are swiftly resolved
• Oversee Incident Problem Service Request Knowledge and Asset/Configuration Management
• Manage and optimise Hostplus primary ITSM tool ensuring compliance usability and integration
• Collaborate with Service Delivery Managers to define and monitor KPIs and SLAs
• Drive supplier alignment with Hostplus ITSM framework during critical events and planned changes
• Champion continuous improvement and technology enablement through automation and self-service
• Communicate service performance planned changes and incident updates to stakeholders and leadership

About you

• Proven experience in IT incident change and problem management
• Strong analytical coordination and stakeholder engagement skills
• Ability to work under pressure and manage competing priorities
• Deep understanding of ITIL principles and ITSM best practices
• Experience with ITSM tools and systems integration
• Project management capability and a proactive mindset
• Bachelors degree in IT Computer Science or related field
• ITIL certification (Foundation or higher)

What can we offer you

Our employees are passionate about what we do and are proud to be part of an organisation which helps everyday Australians achieve a brighter future. We value diversity of thought and have an open and flexible workplace. Some industry leading benefits we offer include:

• Hybrid and flexible work environment
• 15% superannuation
• Additional paid leave over Christmas and New Year
• Additional 5 days paid flex leave so that you can take time out when you need it
• 18 weeks paid parental leave
• Total Wellness Program including benefits such as free flu shots comprehensive EAP support access to medical experts and wellness related events throughout the year
• 3 days community service leave
• 4 weeks paid gender affirmation leave
• Access to long service leave at 5 years
• Access to subsidised financial advice
• Dedicated per person development budget to support your growth

Just to name a few!

About us

At Hostplus we passionately provide around 1.8 million members with the best possible service; constantly looking for new ways to deliver better value while helping members get the most out of their super. We are inspired to help our members achieve greater security for their future and ensure they retire with dignity.

Your role at Hostplus will make a difference whether youre in marketing financial advice operations or any of our other divisions - youll be contributing to ensuring our members retire with the best possible outcomes and what better feeling is there than knowing your role helps someone to retire with dignity and security

Our commitment to diversity and inclusion

We are dedicated to creating an inclusive workplace where everyone feels valued and appreciated for being their authentic selves. We celebrate diversity and believe that different backgrounds and experiences enrich our relationships and bring meaningful benefits to our people our members and the communities we serve.

We welcome applications from everyone and if you require any adjustments made during the recruitment process we encourage you to reach out to us at and to let us know how we can support.

How do I apply

If you are interested in this opportunity please follow the prompts to make an application.

We have an important duty to our members all appointments are made subject to a satisfactory National Police Bankruptcy and Insolvency Check.