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Help us deliver like never before  

We’re looking for a Senior Service Management Specialist to join our diverse, talented and innovative digital technology team who together are helping our customers and communities build a better future. Together, we design, build and maintain products, services and experiences that Australian's love and trust, while delivering a sustainable future for Australia Post, and you could be part of that.  

We're empowered to deliver for our teams and to delight our customers. We provide an inclusive and supportive environment that nurtures talented people, trusts our teams to deliver their best, and leverages modern work practices and technologies. It's an unexpectedly dynamic and collaborative culture that feels more like a start-up than a 213-year old icon.  

What you’ll deliver with us 

As a Senior Service Management Specialist, you will govern and manage core practices of IT Service Management for Australia Post, including but not limited to Incident Management, Problem Management, Change Management, and Continuous Service Improvement. The role will focus on supporting the resolution of high priority incidents, proactive incident prevention, emergency change coordination, environment monitoring, problem management, and a continuous focus on improvement initiatives

You’ll also   

  Incident Management:

• Leading the incident management process to efficiently resolve incidents with a focus on major incidents, including providing after-hours support on a rotational on-call basis
• Applying incident management best practices and ITIL principles.
• Collaborating with stakeholders to minimise the impact of incidents on business operations.
• Conducting post-incident reviews to identify root causes and drive continuous improvement.

Problem Management:

• Identifying and addressing the root causes of recurring incidents.
• Guiding the problem management team in investigating and resolving problems.
• Maintaining a problem management knowledge base to prevent incident recurrence.
• Facilitating problem management meetings and promoting knowledge sharing.

Change Management:

• Overseeing the effective evaluation, planning, and implementation of changes.
• Reviewing change requests and providing guidance based on best practices.
• Working with cross-functional teams to plan and execute changes with minimal disruption.
• Continuously reviewing and enhancing change management processes and controls.

Continuous Improvement:

• Driving a culture of continuous improvement and operational excellence.
• Using analytical skills to identify areas for service enhancement and operational efficiency.
• Analysing customer feedback and industry trends to guide improvement initiatives.
• Providing guidance and training on ITSM frameworks and best practices.

You’ll also need   

• Experience using analytical methodologies, frameworks, and tools.
• Ability to explain technical or complex matters in a way that is simple and accessible to a wide range of audiences. 
• Experience in conducting training, across a wide range of audiences.
• Extensive experience (5+ years) in IT Service Management, with a focus on incident management, problem management, change management, and continuous improvement.
• In-depth knowledge of ITIL or other ITSM frameworks.
• Strong analytical and problem-solving skills, with the ability to drive root cause analysis and develop effective solutions.
• Excellent communication and stakeholder management skills, with the ability to collaborate effectively with individuals at all levels of the organisation.
• Relevant certifications such as ITIL Expert/ITIL 4 Managing Professional, Certified Problem Manager, or Certified Change Management Practitioner are highly desirable.
• Strong knowledge of ServiceNow

How we’ll deliver for you

• Be part of a culture where everybody feels they belong, are valued, and can bring their authentic self to work every day

• We deliver on our values of Trust, Inclusivity, Empowerment and Safety every day. They’re the TIES that bind our team together
• Flexible working, across head office and facilities across the network

We’re delivering together 

At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees. 

We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA+ and Refugees. We are one of the largest organisations in Australia to successfully achieve Disability Confident Recruiter status. We are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability and are committed to reviewing and removing bias in our processes to create a gender-equitable recruitment experience and workplace.  If you have any questions about accessibility, please contact our Diversity & Inclusion team on inclusivecareers@auspost.com.au