Job Description

IT Service Management Manager

Melbourne, VIC or Milton, QLD

Lead Service Excellence Across a National Operation

Join Cleanaway, Australia’s leading waste management and resource recovery organisation, and play a pivotal role in delivering reliable, high-performing technology services that support frontline and corporate operations across the country.

We’re looking for an experienced IT Service Management Manager to lead our Service Desk and elevate our ITSM capability, driving service maturity, operational stability, and a strong customer-first culture.

This is more than a BAU leadership role; it’s an opportunity to build, improve, and influence how IT services are delivered across a national business.

You’ll have the scope to drive real change, uplift capability, and make a tangible impact on operational performance.

Due to the client's compliance processes, you will need to be an Australian Permanent resident or citizen to be considered for this role.

Why Join Cleanaway

• Hybrid working model – supporting flexibility and work-life balance
• National impact – influence service delivery across a large-scale operational business
• Own the function – lead and mature IT Service Management capability
• Purpose-driven organisation – contribute to a more sustainable future
• Strong leadership exposure – work closely with senior IT leaders
• Career growth – shape strategy, not just BAU

The Opportunity

This is a high-impact leadership role where you’ll take ownership of IT service performance across the business.

You’ll lead the Service Desk and drive the ongoing maturity of core ITIL processes, ensuring services are reliable, efficient, and aligned to operational needs.

What You’ll Be Doing

• Lead and develop the Service Desk & Service Management teams
• Drive a customer-focused, high-performance support culture
• Own and optimise Incident, Problem, Request & Change Management processes
• Chair and govern the Change Advisory Board (CAB)
• Deliver service reporting, KPIs & performance insights
• Identify recurring issues and implement proactive improvements
• Drive continuous improvement and service maturity initiatives
• Partner with IT, vendors, and business stakeholders nationally
• Ensure secure, stable, and compliant IT operations

About You

You’re an experienced ITSM leader who understands how to balance service quality, operational risk, and user experience.

You bring:

• Degree qualified in the IT-related industry
• Proven experience leading IT Service Management / Service Desk teams
• Strong, practical knowledge of ITIL frameworks and processes
• Experience managing Incident, Problem, and Change at scale
• Track record of improving service performance and maturity
• Strong stakeholder engagement skills across technical and operational teams
• Analytical mindset with the ability to turn data into actionable insights
• Experience working across complex, distributed environments
• ITIL certification and enterprise ITSM platform experience are highly regarded

Apply Now

If you’re passionate about service excellence, continuous improvement, and leading high-performing teams, we’d love to hear from you.

Apply today and help shape the future of IT service delivery at Cleanaway.

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