6–8 Month Contract | Adelaide
KeyInvest is seeking a Service Desk & Service Management Lead to design and implement a single, enterprise-wide service desk model using JIRA Service Management as the system of record.
This is a hands-on transformation role, responsible for building a scalable, controlled and user-friendly service experience across the organisation.
About the Role
Reporting to the Chief of Staff and Chief Information Officer, you will lead the end-to-end design and implementation of service management capability, including service journeys, support models and service catalogue design.
You will ensure the model is practical, embedded and audit-ready, aligned to regulatory expectations including CPS 230 and CPS 234.
This is not a theoretical design role — you will build, implement and embed the solution.
Key Responsibilities
Service Desk Design & JIRA Implementation
Configure and implement JIRA Service Management as the enterprise platform
Design request types, workflows, queues, SLAs and automation
Apply “one-time data entry, multiple use” principles
End-to-End Service & Process Design
Design end-to-end service journeys (Request → Fulfilment → Closure → Evidence)
Translate policy, uplift artefacts and requirements into operational workflows
Improve efficiency by reducing friction and cognitive load
L1 / L2 / L3 Support Model
Define and map support structures across all applications and services
Establish clear escalation paths and ownership across internal teams and vendors
Service Catalogue & Prioritisation
Develop and maintain a prioritised service catalogue
Sequence rollout based on risk, value and business priorities
Align with broader shared services uplift initiatives
Implementation & Embedment
Roll out services in controlled, phased waves
Support change, training and adoption across the organisation
Ensure the model is sustainable and owned by BAU teams post-delivery
What You Bring
You are a hands-on service management leader with a track record of delivering enterprise service desk or shared services implementations.
You will demonstrate:
Strong experience with JIRA Service Management (configuration and rollout)
Proven delivery of service desk / ITSM implementations
Expertise in end-to-end service design and process mapping
Ability to translate policy, risk and regulatory requirements into workflows
Strong stakeholder engagement across business, technology and vendors
Ability to deliver in fast-paced, time-boxed environments
Highly Regarded
Practical experience with ITIL (ITIL-lite approach)
Experience designing shared services or enterprise service desks
Exposure to financial services or regulated environments
Understanding of audit, controls and evidence-based delivery
Tools & Environment
Why Join KeyInvest
KeyInvest is a licensed Friendly Society regulated by the Australian Prudential Regulation Authority (APRA). We provide Financial Services founded on a long and proud history of caring for the welfare of our Members. KeyInvest originated in 1878 as the Independent Order of Odd Fellows South Australia (IOOFSA), and remains a member based Friendly Society providing a range of services to help customers achieve their financial goals.
