Overview
Head of Service Management Jobs in Melbourne, Victoria, Australia at corm
Title: Head of Service Management
Company: corm
Location: Melbourne, Victoria, Australia
Role: Head of Service Management
Location: Sydney, Brisbane or Melbourne
Working model: Hybrid (approx. 3 days on site)
Permanent | Reports to CTO
Package: Competitive salary, $220k TRP (including NFP benefits and salary sacrifice packaging)
This is not a role sitting above the business driving transformation, it’s for someone who has run a service function end-to-end and is comfortable getting into the detail to stabilise, structure and uplift it.
We’re partnering with a large, national, purpose-led organisation operating in a 24/7 environment, where technology directly supports frontline services. The foundations are there, but there is a clear need to bring stronger consistency, discipline and accountability across the service landscape.
The CTO is looking for someone who can strengthen and uplift service management capability across:
• Incident, Problem & Change Management
• Major Incident & Crisis Response
• ITSM platform ownership and capability uplift
• Enterprise service governance and SLAs
You’ll lead a national function spanning Service Desk, Field Services and core ITSM practices, supporting a high-volume, business-critical environment.
Key focus areas will include:
• Stabilising and improving service performance and reliability
• Embedding ITIL disciplines in a practical, operational way
• Leading major incident response in a high-impact environment
• Driving accountability across service teams and vendors
This is a hands-on leadership role. You’ll set direction, but you’ll also need to work closely with teams to embed structure, improve ways of working and deliver measurable outcomes.
We’re looking for leaders who have:
• Led an end-to-end service function (Service Desk, Field Services, ITSM) in a large, complex environment
• Experience operating in high-volume, 24/7 environments (healthcare, banking, telco, utilities, etc.)
• Proven ownership of SLAs and service performance with the business
• Deep experience across incident, problem and change management — not just frameworks, but real execution
• A practical, collaborative and hands-on leadership style
You may already be operating at Head of level, or stepping up, but you’ll need to demonstrate that you’ve been close to the operation and can lead from the front.
If you’re motivated by taking something that works, but could work much better, and turning it into a mature, high-performing service, this is worth a conversation.
Reach out for a confidential conversation to Vicki Woodcock at [email protected]
