About the Opportunity

We are currently seeking an experienced Information Technology Service Management Process Lead to join our IT Infrastructure and Operations team.

The ideal candidate is a driven and collaborative professional with a strong foundation in ITIL Service Management with a passion for continual service improvement. You are an excellent communicator with strong stakeholder management skills and thrive in a dynamic environment. You are proactive, resilient, and always looking for opportunities to contribute to both team and organisational goals. 

Key Responsibilities

• Lead the CSPD Service Delivery governance of SM by establishing the process, objectives, policies, roles and responsibilities, while ensuring all processes are aligned with ITIL best practices and CSPD strategic objectives
• Develop, implement, maintain, and optimise end-to-end SM process workflows, ensuring they are efficient, effective, and integrated 
• Enable automation and efficiency through the use of SM tools, while also contributing to the SM roadmap to ensure processes continue to evolve in line with business needs 
• Develop and monitor KPIs, SLAs, and Critical Success Factors to ensure effective process performance, identify opportunities for improvement, lead continual service improvement initiatives, and serve as the escalation point for process issues or exceptions 
• Collaborate with IT teams and business stakeholders to ensure effective process execution, enforce compliance, drive adoption through training, and manage expectations while resolving process-related conflicts 
• Ensure SM processes comply with standards and regulations, provide audit evidence, and report on process performance and improvement initiatives 
• Develop and maintain process documentation, procedures, guidelines, and training materials to ensure consistent and effective execution 

Qualification and Experience

• Minimum 5 years experience in ITSM ITIL and Service Delivery
• Proficiency in ITIL and practical implementation of service management frameworks
• Demonstrated skills in process improvement, technology service management, and stakeholder engagement
• Strong analytical, problem-solving and communications

The Organisation

If you are currently employed by Catholic Schools Parramatta Diocese, please submit your application via our internal Careers Site on EmployeeConnect. We are excited to support you in the next step of your career. 

CSPD is committed to responding to the needs of all students. With over 5,000 employees located across 80 primary and secondary schools and office communities, our aim is to transform learning and unlock the full potential of each of our 43,500 students while enriching the professional lives of staff.

Child Safeguarding Statement

This position involves working with children. The appointment of successful applicants will be subject to satisfactory employment screening for child-related employment, including holding a cleared NSW Working with Children Check (WWCC) and compliance with CSPDs Safeguarding Procedures and Code of Conduct When Working With Children and Students. For more information regarding WWCCs, click here.

Diversity Statement

CSPD strongly encourages applications from Aboriginal and Torres Strait Islander peoples, as well as people from culturally and/or linguistically diverse backgrounds.