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About the Role

This position focuses on Change and Release within Technology Operations, collaborating with project teams and suppliers to ensure quality Enterprise Service Management practices that support technology delivery for daily operations and service transition.

Responsibilities

• Serve as the subject matter expert for ITSM Change and Release practices, including organizing and chairing the Change Advisory Board (CAB).
• Proactively manage evolving risks and issues, and implement processes for continuous service improvement.
• Lead and govern the Enterprise Service Management assurance, compliance, and reporting process.
• Manage and update Enterprise Service Management policies, guidelines, and procedures.
• Assist in governing the transition of new systems from delivery teams to Operations, ensuring operational readiness.
• Assist in the assurance of testing and acceptance of systems and platforms into Operations.
• Provide strong ITSM leadership and negotiate outcomes with technical and business stakeholders.
• Establish effective working relationships with team members, key suppliers, and stakeholders to achieve shared outcomes.
• Communicate clearly with technical, business, and senior management, translating technical information into business language.

Requirements

• 3-5 years of experience implementing/operating/uplifting ITSM Change Management and Release Management processes and tools.
• Experience working with the ServiceNow Platform.
• Experience with both IT and OT and their relationship in a Service Management context.
• Demonstrated knowledge of ITSM principles, ideally across Request Fulfilment, Incident, Service Catalogue, Problem, Change, Configuration, Availability, Technology Asset, and Capacity Management.
• Experience in a complex multi-vendor environment, working with strategic partners to achieve overall targets and SLAs.
• Industry experience in managing and monitoring Service Management, processes, and risk management practices, including an in-depth understanding of industry trends.
• Strong analytical and statistical capabilities, with the ability to present data in the context of business requirements.
• High interpersonal skills, emphasizing negotiation, communication (with business sponsors, technical staff, and end-users), and effective delivery methods.
• Ability to build strong relationships with internal and external stakeholders.
• Ability to apply problem-solving skills to identify solutions for complex problems.
• Proven capability in effective communication, building business insights, a highly analytical and organized approach, and the ability to execute work independently with a team focus and dedication to customer service.
• A keen sense of initiative, being a self-starter with a proactive approach to tasks and collaborations.
• Quality-orientation, checking tasks, outputs, and processes for accuracy and quality, and seeking improvements.
• Effective organizational skills, including planning, aligning, situational adaptability/change, and managing conflicting priorities.

Skills

• ITSM Change Management
• Release Management
• ServiceNow Platform
• IT and OT Service Management
• ITSM principles
• Negotiation
• Communication
• Problem Solving
• Analytical skills
• Statistical capabilities
• Organizational skills

Location

• International airport

Work Type

• Full-time

Experience Level

• 3-5 years

Education Level

• Tertiary qualifications in technology or a related field preferred

About the Company

• WSI's Technology encompasses interconnected technology systems that underpin the safe, secure, and efficient operation of a modern international airport.
• We are building a culture that brings out the best in people, empowering every individual to grow, contribute, and shine.
• Our values are Safety, Heart, Striving, and Achieving together.
• Proudly working on Dharug land, we reflect the vibrant diversity of Western Sydney and welcome people from all backgrounds and abilities.

Equal Opportunity

• Please let us know if you require any adjustments to the application or recruitment process.