Associate Director ITIL Service Management
Aristocrat is seeking an Associate Director ITIL Service Management to join its dynamic team. This role is pivotal in crafting and improving the IT service management landscape, ensuring outstanding services are provided to B2B customers.
In this role, the Associate Director will have the opportunity to lead and develop the ITIL-aligned Service Management function. This is a chance to create a meaningful impact by defining and implementing service management processes that are customer-centric and commercially effective. The position involves building and leading a high-performing IT Service Management team.
- Build and implement an ITIL-based service management operating model.
- Establish governance structures, policies, standards, and controls for service management.
- Promote an environment of outstanding service, ownership, and constant development.
- Lead the development, implementation, governance, and continual improvement of ITIL processes, including Incident Management, Major Incident Management, Problem Management, Change Enablement, Knowledge Management, Asset Management, Service Catalogue Management, and Continual Service Improvement.
- Ensure processes are consistently adopted across internal teams and service management providers.
- Define benchmarks and SLA frameworks.
- Develop meaningful service reporting and management information for internal & external customers and collaborators.
- Build executive dashboards and service scorecards/reports.
- Analyse trends and performance data to identify improvement opportunities.
- Drive accountability for service outcomes through data-driven decision making, post-incident reviews, and lessons learned.
- Build positive relationships with senior business and technology collaborators.
- Act as the primary point of contact for significant service outages involving blocking issues.
- Ensure business requirements are reflected within service management delivery models.
- Build and lead a high-performing IT Service Management team by recruiting, developing, and mentoring ITSM teams.
- Extensive experience managing IT Service Management team functions in complex organisations (required).
- Proven experience establishing or transforming ITSM capabilities (required).
- Deep practical knowledge of ITIL and service management guidelines (required).
- Experience governing large-scale outsourced or managed service environments (required).
- Experience implementing and improving ITIL processes (required).
- Excellent collaborator management skills (required).
- Experience defining service metrics, benchmarks, SLAs, and reporting frameworks (required).
- ITIL v4 Managing Professional, ITIL Expert, or equivalent (required).
- Degree-level qualification or equivalent experience (required).
- ITIL Strategic Leader (required).
Aristocrat Leisure Limited is an Australian gaming and technology company and one of the world's largest providers of gambling products. Listed on the Australian Securities Exchange and headquartered in Sydney, it designs and manufactures electronic gaming machines and casino-management systems, and runs sizeable online real-money gaming (Aristocrat Interactive) and mobile games (Pixel United) businesses. Founded in 1953, the group employs more than 7,000 people across over 20 locations worldwide. It is the largest gaming-machine manufacturer in Australia and among the biggest slot-machine makers globally.
