Head Of It Service Management

Job Description Fantastic opportunity within our Enterprise Technology Business Unit Lead the transformation of our IT Service Management function Full‑time permanent role working at our Head Office in Mascot At Qantas, we represent Australia to the world. Our diverse country is known for its unique spirit, mateship, and a can‑do attitude. Together we’re strong and resilient, and we work hard to make sure we’re always at our best. As the Head of IT Service Management, you will lead the transformation of the IT Service Management (ITSM) function within a large and dynamic corporate environment. Your role is pivotal in driving continuous improvement, enhancing the service delivery model, whilst leading our mission‑critical technology operational functions that underpin the day‑to‑day performance and operation of the business. You will oversee the end‑to‑end management of IT services, ensuring that they are efficient, effective, and capable of supporting the business's evolving needs. This role requires a strategic leader with strong technical acumen, transformational leadership skills, and a deep understanding of ITIL practices and frameworks particularly in the area of IT asset management. You will work closely with senior business leaders and IT teams to foster a culture of service excellence and innovation, while ensuring the optimisation of ITSM processes across various business units. The transformation of the ITSM function will be central to the role, with a focus on improving capabilities in service delivery, support, and service strategy across the organisation. Additionally, the role is focused on enhancing employee experience and productivity and is responsible for our technology Service Desk and managing our digital facing service portal. You’ll have : Significant experience (10+ years) working in Technology within large complex organisations, including at least 10 years of experience in IT Service Management and 5 years in a leadership role. Minimum Bachelor’s degree in Computer Science, Information Technology, Business Technology, or related field. Demonstrable skills in building best practice IT asset management capability and maintaining an accurate and reliable CMDB. ITIL certification (ITIL v4 Expert or ITIL v3 Expert). Proven experience in leading scale ITSM transformations in corporate environments. Strong knowledge of ITIL frameworks, service management tools (e.g., ServiceNow, Remedy), and best practices. Experience working with senior business leaders to align IT services with strategic business objectives. Excellent communication, negotiation, and stakeholder management skills. Deep technology expertise with an ability to engage, influence and lead technology and business leaders. Customer and results oriented, with a strong sense of energy and purpose. Deep experience in strategic planning, budget and resource management. A team builder and team player with a positive, pragmatic and collaborative operating style with the highest levels of ethics and integrity. Why Qantas? You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully. There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their careers in so many different directions, the destinations are endless. The Qantas employee benefits program offers amazing benefits that extend well beyond travel. Benefits We love to travel: enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays. We have flexible leave options: make use of leave and flexible working opportunities including 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees. We’ll give you access to thousands of rewards: through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging programme including motor vehicles, eligible portable electronic devices and professional memberships. We’ll support your wellbeing: whether it’s learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan. Applications close on the 4th of December Qantas is an equal‑opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. By coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at time of application. Your personal information will be kept confidential in compliance with relevant privacy legislation. #J-18808-Ljbffr