Head of Service Management

At Centorrino Technologies (CT), we’re more than just tech—we’re a community that goes beyond expectations. We’ve been recognised as a Great Place to Work in 2025 and Top 5 Inspiring Workplaces for 2026, with an outstanding eNPS score of 68. And we’re not stopping there. We're on a mission to redefine the customer experience, and we need a passionate Head of Service Management to join our Service Management team in Australia.

The Head of Service Management is responsible for the strategic leadership, governance, and continual improvement of IT Service Management (ITSM) across the Managed Services division.

The role ensures services are delivered consistently, efficiently, and in accordance with contractual obligations, service level agreements (SLAs), regulatory requirements, and industry best practice. This position owns the service management framework, and outcomes.

Requirements

What you'll do:

• Develop and execute the organisation's IT Service Management strategy.
• Lead the maturity and ongoing evolution of ITIL-aligned Service Management practices.
• Establish and maintain governance frameworks that improve operational consistency and service quality.
• Ensure all Service Management processes are documented, maintained, reviewed, and continuously improved.
• Lead and oversee Service Management Office (SMO) functions where applicable.
• Own governance and continual optimisation across Major Incident Management, Problem Management, Change Enablement, Knowledge Management, Service Catalogue Management, Configuration Management, Asset Management, Risk Management, and Continual Improvement.
• Ensure governance processes are practical, scalable, and support operational efficiency.
• Establish and manage a formal Continual Improvement Register to prioritise and track improvement initiatives.
• Identify opportunities for automation, process optimisation, and the removal of recurring operational inefficiencies.
• Lead post-incident reviews and ensure lessons learned are implemented across the organisation.
• Drive measurable improvements in service performance, customer experience, and operational effectiveness.
• Approve Service Management processes and standards.
• Prioritise service improvement initiatives and recommend technology investments.
• Allocate Service Management resources and provide recommendations on workforce planning and capability requirements.
• Lead, mentor, coach, and develop Service Management leaders and teams through performance management, succession planning, talent development, and regular coaching.
• Build high-performing teams while promoting accountability, collaboration, innovation, and an inclusive workplace culture.

What you'll bring:

• 10+ years' experience within IT Managed Services or Enterprise IT environments.
• Minimum 5 years' experience in a senior leadership role.
• Extensive experience leading ITIL-based Service Management functions.
• Demonstrated experience leading large operational or service delivery teams.
• Proven ability to develop and implement Service Management governance frameworks.
• Strong commercial and financial acumen.
• Experience managing executive-level stakeholders and influencing business outcomes.
• Strong understanding of service reporting, metrics, and operational analytics.
• Demonstrated success leading organisational change and continual improvement initiatives.
• Excellent written, verbal, and interpersonal communication skills.
• Experience working within a Managed Services Provider (desirable).
• Experience supporting Government and Enterprise customers (desirable).
• Experience working within ISO-certified environments (desirable).
• Experience using ConnectWise or similar ITSM platforms (desirable).

Benefits

Why You'll Love Working Here:

Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work! Here's why:

• Hybrid working (for majority of our roles) with team anchor days to support collaboration.
• Extensive training and development opportunities that enable continual growth as part of your career planning.
• Extensive discounts and benefits to maximise your money.
• A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
• Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.

CT celebrates diversity and enables every voice to be heard as we drive to create the world we want. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.

Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.