IT Service Management Lead (44512)

Lead and mature ITIL-based practices across Incident, Problem, Change, Asset and Configuration Management.

Coordinate and manage major incidents, ensuring timely resolution, effective communication, and robust post-incident reviews.

Drive root cause analysis and long-term problem resolution to improve service stability and performance.

Manage change governance processes, facilitate Change Enablement Board (CEB) meetings, and ensure successful implementation of technology changes.

Oversee IT asset lifecycle management and maintain the Configuration Management Database (CMDB) to support operational excellence.

Develop, maintain and optimise the Service Catalogue and SLA framework, ensuring services meet organisational expectations.

What you’ll bring You are a highly organised and influential ITSM professional with a strong understanding of service management frameworks and a proven track record of driving process improvement. You thrive in complex environments, enjoy solving problems, and are passionate about delivering high-quality technology services.

Significant experience (typically 5+ years) working within a mature IT Service Management environment.

Strong practical knowledge of ITIL principles and their application across Incident, Problem, Change and Asset Management.

Experience with ITSM platforms such as Ivanti, ServiceNow, Halo, Freshservice, Jira Service Management, or similar.

Demonstrated success leading major incident management, root cause analysis, and post-incident reviews.

Experience managing service catalogues, service mapping, CMDBs, and understanding service dependencies.

Experience providing administration of Freshservice is a bonus.

ITIL 4 Foundation certification (or ITIL v3 Foundation with a willingness to transition to ITIL 4) is desirable.

Please view the position description here. Any questions? Reach out to Greg Walker at greg.walker@mcri.edu.au.

What you’ll enjoy

Access a range of salary packaging options, covering entertainment, novated leases, and more

Enjoy a variety of flexible work arrangements

Make a meaningful impact in a purpose driven organisation that supports world leading medical research and improved health outcomes.

Play a key leadership role in shaping and maturing IT Service Management practices across the organisation.

Influence how technology services are delivered, driving tangible improvements to service quality, reliability and user experience.

Collaborate with a diverse range of stakeholders across technology, research and corporate teams.

Lead high profile service improvement initiatives and contribute to strategic technology outcomes.

Murdoch Children’s Research Institute envisions a transformative future for child health. Our institute is a hub of impactful scientific breakthroughs, particularly in early interventions, enhanced diagnosis, prevention, and potential cures. We thrive on collaborative, multidisciplinary problem-solving to address challenging queries in child health. Committed to inclusivity and respect, we foster a positive working environment that values diverse backgrounds and experiences. As a proud member of the Australian Network on Disability and a dedicated supporter of Science Australia Gender Equity (SAGE), we uphold principles of equal opportunity and diverse representation.

We are committed to the safety of children and young people and takes a zero-tolerance approach to all forms of child abuse, exploitation and harm. Child safety is prioritised in our decision-making at all levels of the Institute.

Apply now! This is an opportunity to make a genuine impact within a purpose-driven organisation where technology enables meaningful outcomes. You'll work alongside passionate professionals, contribute to critical service improvements, and help shape the future of IT service delivery in an environment that values collaboration, innovation and continuous learning.

If you believe this role is a good fit for you, please apply by submitting:

Your resume

A cover letter addressing why you are a good fit to this role

Ensure these documents are combined into a single PDF file.

We welcome individuals of diverse genders, ages, ethnicities, cultural backgrounds, abilities, religions, and sexual orientations in our workplace. We actively encourage talented individuals from all walks of life to apply for our job openings. Our commitment lies in fostering a workplace that is barrier-free and inclusive, aiming to attract the most skilled candidates.

For any questions related to the recruitment process, feel free to reach out to our Recruitment Team at recruitment@mcri.edu.au. Ensure that you include the position number and job title in the subject line. Please refrain from sharing your application to this email address. Please note, we reserve the right to close the vacancy prior to the closing date once a sufficient number of applications have been received. No recruitment agencies please. Applications close: 30 September 2026 AUS Eastern Daylight time