The opportunity:
The Senior Manager – Service Management is responsible for leading the organisation’s core IT Service Management capabilities, ensuring service stability, operational excellence, and continual improvement across Incident, Problem, Change, Request and Service Delivery processes.
The role leads a team of service management specialists and owns the design, governance, and operation of ITIL-aligned processes within ServiceNow. The position ensures high‑quality service outcomes, strong cross‑functional collaboration, effective partner management, and consistent user experience across technology services.
To do this successfully you will:
Own and govern the end‑to‑end lifecycle of Incident, Problem, Change, Request, and Service Delivery processes.
Ensure ServiceNow is configured, managed, and maintained to support efficient service workflows, automation, reporting, and governance.
Lead Major Incident Management, ensuring rapid coordination, stakeholder engagement, and timely service restoration.
Own the Change Management framework, ensuring effective assessment, approval, and scheduling of changes.
Chair or oversee CAB (Change Advisory Board) governance.
Oversee service delivery performance across internal teams and external vendors.
Monitor and report against SLAs, OLAs, KPIs, and contractual commitments.
Manage escalation, performance reviews, and continual service improvement plans with service partners.
Develop dashboards and reporting for service performance, operational risk, and IT service health.
Provide weekly, monthly, and quarterly reporting to Technology leadership.
Lead, develop and motivate the Service Management team, fostering a high‑performance and customer‑focused culture.
Successful applications will demonstrate:
Experience in IT Service Management within enterprise environments
Strong experience leading Incident, Problem, Change and Request processes
A deep working knowledge of ServiceNow and ITIL frameworks
A proven track record in service governance, reporting, and continual improvement
Experience leading teams and managing vendors in complex environments
Strong communication, stakeholder management and leadership capability
Excellent Microsoft skills, Presentations, Excel, Pivots, Word
ITIL v4 Certification (preferred)
Why choose AIA:
At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.
Access our training and development to build on your current skills
Career development through internal mobility opportunities
Work for a business helping millions of Australians and make a difference to someone’s life everyday
Access additional leave days a year to recharge and refresh yourself
Enjoy wonderful Health and Wellbeing initiatives that support you
Work with supportive and inclusive managers
Flexible working arrangement – 3 days in office and 2 days WFH
At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group – it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. Lots of companies like to say they’re different. What makes us truly different at AIA, is the difference we make in people’s lives. We are proud that this difference has been recognised in the 2024 ANZIIF awards by being named Life Insurance Company of the Year.
AIA is different. Are you?
If you want to be part of an organisation that helps people live better every single day, apply via the link.