Head of Service Management

The Head of Service Management is a newly created senior role with enterprisewide accountability for how technology services run day to day at AFCA. Youll ensure our services are stable secure and high performing while delivering a seamless peoplefirst experience for our colleagues.

Reporting directly into the Chief Technology Officer you will own service management disciplines operational resilience and continuous improvement this role brings momentum accountability and clarity to how enduser and core technology services support our purpose.

What youll do:

• Lead endtoend technology service operations accountable for service performance reliability and colleague experience
• Own and mature IT service management practices across incident problem change and request management
• Drive a highperforming IT Service Desk with a strong focus on responsiveness and customer satisfaction
• Lead major incident management ensuring clear communication and effective rootcause resolution
• Embed strong change and risk management to enable safe reliable technology services
• Oversee enduser computing and workplace services delivering secure and usercentred experiences
• Use service performance data SLAs and KPIs to drive continuous improvement
• Manage vendors and managed service providers holding partners accountable for outcomes
• Lead and develop service management leaders and specialist teams fostering a strong service culture

Qualifications :

What youll bring:

• Senior experience leading IT service management and operations in complex enterprise environments. 
• Deep expertise in ITSM frameworks operational resilience and service performance management. 
• Proven ability to balance service stability user experience and continuous improvement. 
• Strong experience managing major incidents and operating effectively under pressure. 
• Demonstrated people leadership vendor management and stakeholder engagement capability. 
• Clear confident communicator able to operate effectively in executive and governance forums. 

Additional Information :

Whats on offer

• BOSS Best Places to Work 2024 credited for its culture engagement and flexible working arrangements. 
• Most Inclusive Workplace 2024  Australian HR Institute (AHRI) Awards. 
• Employer of Choice Public Sector and NFP  Australian HR Awards 2023 
• Bronze AWEI Accreditation 2024  Recognised for LGBTQ workplace inclusion. 
• Accredited Family Friendly Workplace  Supporting work-life balance and inclusivity. 
• Hybrid working  Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing. 
• Inclusive leave options  Flexible public holidays 20 weeks paid parental leave gender affirmation leave womens health leave and paid time off over Christmas. 
• Financial benefits  Not-for-profit salary packaging to boost take-home pay. 
• Locations  A team of over 1500 dedicated professionals based in modern Melbourne and Sydney CBD offices. 

To apply

If youre passionate about fairness and believe your skills align with this role we encourage you to applyeven if you dont 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  

We believe fairness starts with people. Thats why we dont 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. 

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.  

Remote Work :

No

Employment Type :

Full-time