Service Management Lead

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

Join Optus as a Service Management Lead, where you’ll design, review, and implement IT Service Management (ITSM) processes while leveraging the ServiceNow platform to drive automation and efficiency. This role is highly autonomous and strategic, requiring collaboration across Group IT to improve service delivery, governance, and operational excellence.



Your day to day will consist of 

• Design and implement new ITIL & IT Service Management processes and update existing ones.
• Design and maintain ServiceNow workflows and CMDB for accurate ITSM data.
• Collaborate with stakeholders to gather requirements and identify process improvements.
• Monitor ITSM performance and recommend enhancements for efficiency.
• Develop automated reporting and dashboards for service management insights.
• Provide end-user support and training on ServiceNow and ITSM processes. 
  
  

What makes you perfect for the role? 

• Bachelor’s degree in Computer Science, IT, or related discipline.
• Minimum 3 years’ experience in IT service management process design and implementation.
• Extensive hands-on experience with ServiceNow platform and configuration management.
• Strong knowledge of ITIL 4 processes and best practices.
• Excellent problem-solving, analytical, and communication skills.
• Ability to work independently and lead virtual teams across organizational boundaries.
• ServiceNow certifications (e.g., Fundamentals, Certified Application Developer) highly regarded.
• Familiarity with Microsoft Excel, Power BI, and Power Automate is desirable

The good stuff…. | What’s in it for you? 

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners. 

• Flexible working arrangements with opportunities to work three days in the office, two days remote or home. 

• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre. 

• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you. 

• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks. 

• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities. 

• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+). 

• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video. 

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours. 

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity