Service Management Specialist

**Responsibilities**:
**The Organisation**

Airservices Australia is a government-owned organisation responsible for the safe and efficient management of 11% of the world’s airspace and provision of aviation rescue fire fighting services at Australia’s busiest airports.

Our people are our greatest asset with a dynamic and diverse team operating from locations across the country - from bustling cities to regional and remote locations, including an island. This team keep Australia’s aviation industry safe every day of the year, both in the air and on the ground.

We connect people with their world safely - linking family and friends, generating economic activity, creating jobs, and facilitating trade and tourism.

Airservices is committed to fostering a culture that is diverse, inclusive, and respectful. We encourage motivated individuals who love what they do, value a service first mindset and embrace a challenge to explore a career with Airservices. In return you will be a valued team member, be offered flexibility and experience a meaningful career in an exciting, ever-evolving aviation industry.

**The Role & The Team**

Reporting to the Service Manager, the Service Management Specialist is responsible for managing the delivery of a variety of IT services against contracted Service Level Agreements (SLA’s). This role has a strong operational and supportive focus, with particular attention to Vendor Management, Asset Management, Contract Management and end-to-end Service Management.

Key responsibilities of this role will see you:

- Collate service management data, analyse and report to demonstrate IM&T performance and areas for improvement
- Manage vendor relationship across multiple vendors throughout the Service Lifecycle
- As required, identify the need for contractual changes, evaluate impacts, advise stakeholders, and negotiate variations to contractual agreements
- Develop conceptual models of business processes and systems designed to drive efficiencies in delivery to meet contracted outcomes
- Maintain best practice in ICT service delivery and support through the maintenance of current knowledge of latest technologies being offered in the IT industry and undertake specific research and investigations to identify potential benefits for Airservices
- Focusing on customer outcomes, be able to elicit business requirements and translate them in terms financial impacts and service outcomes at all levels of the organisation
- Work with the Lead to increase service management maturity through assessing, analysing, reporting, educating, and advising on related processes and activities
- Ensure effective governance of IM&T service management processes through regular review and reporting to appropriate governance bodies
- Monitor and manage the day-to-day provisioning of existing services against established supply agreements
- Develop and maintain an understanding of the services, contracts and suppliers supporting consumption of IM&T services within the business

Please see the link below to view the full Position Description:
PD - Service Management **

**The Person**

Engagement, collaboration and Vendor Management are essential components of this role therefore the ability to form strong stakeholder relationships is critical.
To be successful in this role you will require a high level of verbal communication and customer service skills and team collaboration skills. You will ensure attention to detail in all aspects of your work with the ability to gain and maintain a thorough understanding of business processes at Airservices as we progress through a phase of continuous improvements and transformational change.

The successful applicant will have:

- Experience in commercial IT services and ideally engineering or airline environments
- Flexibility and the ability to develop procedures in a changing business landscape
- Experience in developing and managing documentation and data - experience in developing spreadsheets is desirable
- Strong presentations across C-level customers through exceptional presentation skills
- Attention to detail and ability to collate, analyse and report on data from multiple sources including CMDB’s, ITSM toolsets, SAP, Excel and other Airservices reporting tools
- Strong vendor management skills with hands on experience in uplifting vendor performance through structured and planned methods
- Ability to raise issues and challenges in a constructive but clear style with partners and ability to track and demonstrate progress against plan
- Experience spanning service delivery in a managed service model
- ITIL Foundation Certification and an understanding of ITSM
- 5-6 Years of experience in a similar role
- Purchasing and supplier management experience at a day-to-day level for the acquisition of services
- A knowledge of business technology (service catalogue) used in support of Airservices’ business systems or an ability to develop this understanding quickly