Manager, Service Performance
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Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Were BDO a global professional services firm connected to local markets. Our people work together to provide specialist expertise helping businesses achieve their goals.
We inspire others to go further. We create together to reach higher. We build trust to lead purposefully.
Whether youre building your future or starting your career with us you wont do it alone. From creating solutions for our clients to building careers for our people we shape what matters and thats where you come in.
About the Role
BDO is seeking a Manager Service Performance to lead and uplift service management maturity across the firm. Reporting to the Head of IT Operations and Service Delivery this role owns national service quality ITSM practice governance and Major Incident Management (business coordination and communications).
Youll lead BDOs Service Management Office (SMO) and drive a multiyear ITSM maturity roadmap with a strong focus on transparency consistency and experience. A key outcome is a modern selfservice and knowledgeled operating model supported by meaningful service performance reporting.
About the Team
The Service Management Office sits within BDOs Shared Services Technology function and partners closely with Cloud Operations Cloud Engineering Workplace Experience Security Procurement Applications and Product teams. The team enables consistent service delivery through strong ITSM practices ServiceNow governance and continual improvement.
Key Responsibilities
Own and mature ITSM practices including Incident Problem Change Request Knowledge Service Catalogue and Continual Improvement
Lead the Service Management Office and govern the ServiceNow platform roadmap
Own Major Incident Management communications and postincident reviews
Establish and report on service performance metrics (SLAs MTTR backlog trends CSAT)
Drive CMDB/CSDM governance and service mapping in partnership with Asset & Configuration
Uplift selfservice knowledge management and automation capabilities
Lead continual service improvement initiatives informed by data and stakeholder feedback
Ensure ITSM controls and artefacts support audit risk and compliance requirements
Qualifications Experience and Skills
Tertiary qualification in IT or equivalent experience
ITIL v4 Foundation required; advanced ITIL and ServiceNow certifications highly desirable
Proven experience owning ITSM practices and improving service maturity in enterprise environments
Strong background in ServiceNow governance reporting and platform value realisation
Experience leading Major Incident communications and stakeholder engagement
Confident people leader with strong analytical communication and changeleadership skills
Why BDO
Working for BDO you will be part of a growing and market leading professional services firm.
Our national and global footprint provides our people with opportunities to work on interesting client engagements across diverse industry sectors and services.
Our open and collaborative culture ensures access to Partners and professional mentors to guide and accelerate your professional career across a wide array of career pathways.
We provide our people with various health and wellbeing social financial and professional development benefits to help realise whats possible.
Participate in fitness challenges or take advantage of exclusive discounts to corporate health insurance gym memberships and wellness facilities via our BWell program. Access benefits such as travel perks retail discounts employee referral rewards study and professional development support.
Our leave options cater to the unique needs of our people; and include enhanced family support cultural and religious leave and options to purchase additional leave. You can also give back and get involved in community initiatives via our BCaring program.
With a strong focus on learning and growth we provide on the job training and formal development programs to help you succeed in your role and develop your skills and experience.
Our culture is underpinned by our core values (One Bold Human Heart and Strive).
We are proud to be recognised as an Inclusive Employer for 2025-2026 by Diversity Council of Australia and a 2024-2025 Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).
BDO is committed to inclusive and accessible recruitment practices. If you require any reasonable adjustments to support your application or interview process we encourage you to contact our Talent Acquisition team at
Required Experience:
Manager
Key Skills
- Arabic Speaking
- Access Control System
- B2C
- Account Management
- Legal Operations
- Broadcast
About Company
Zodra je start werk je samen met het team om gegevensanalyse en -verwerking te automatiseren en optimaliseren. Je ondersteunt bij het ontwerpen en implementeren van informatiesystemen en draagt bij aan projecten die de klanttevredenheid verhogen. Jouw doorzettingsvermogen valt op tijd ... View more
