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About the Role

As our IT Partner – Service Management Specialist, you'll ensure the technology our people rely on is reliable, secure, and fit for purpose. You will work closely with support teams, engineers, and delivery partners to resolve complex issues, improve service outcomes, and support key business groups. Your focus will be on driving outcomes, bringing structure, visibility, and accountability to complex service environments, rather than hands-on technical support.

Responsibilities

Own service delivery for your partner group.
Act as the primary technology contact for your partner group, ensuring incidents and service requests are progressed effectively through to resolution.
Escalate where needed, remove roadblocks and maintain momentum on critical issues.
Balance immediate operational priorities with longer-term service outcomes.
Develop clear reporting and insights on service performance, trends and recurring issues.
Use data and operational metrics to support discussions with stakeholders, technology teams and delivery partners.
Identify opportunities to improve service quality, reduce recurring issues and enhance the end-user experience.
Help translate operational data into practical actions and improvement initiatives.
Partner closely with our outsourced technology providers to ensure issues are resolved efficiently and service commitments are met.
Use governance, influence and strong stakeholder management to drive outcomes and continuous improvement.
Challenge constructively where required, holding delivery partners accountable while maintaining strong working relationships.
Act as the bridge between business stakeholders and technical delivery teams, ensuring priorities remain aligned and outcomes are achieved.

Requirements

Experience in End User Computing (EUC), Workplace Technology, Desktop Support or IT Operations environments.
A good understanding of enterprise technology environments, including endpoint management, workplace technologies and core IT infrastructure.
Experience working with ServiceNow, Jira, Power BI or similar tools.
Strong troubleshooting, analytical and problem-solving skills, with the ability to identify recurring issues and drive sustainable improvements.
Great verbal and written communication skills with the ability to build credibility with both technical and non-technical stakeholders.
Experience working in financial services or another regulated environment will be highly regarded.
Semi-regular travel to Melbourne (around 10-15% of your time).

Skills

Strong technical capability
Genuine interest in improving how people experience technology at work
Understanding of how enterprise technology environments operate
Comfortable working across service desks, infrastructure teams and delivery partners
Naturally curious
Enjoy getting to the root cause of issues
Confidence to challenge existing ways of working
Modern workplace technologies
Endpoint management
Device lifecycle challenges
Service performance
User experience
Operational improvements

Location

Martin Place, Sydney CBD
Melbourne

Work Type

Flexible hybrid model
Max Term (Fixed Term)

Benefits

Challenger Day – one extra day off every year
Employee Assistance Programme
Subsidised on-site café
Central location near Martin Place Metro
Access to free onsite yoga, mindfulness and Pilates classes
Fitness Passport
Access to annual free flu shots & skin checks

About the Company

Challenger Limited is an ASX-listed investment management firm managing $128.2 billion in assets (as at 31 December 2025).
Life with us is fast moving and always exciting.
Together we’re driving to deliver our vision to provide our customers with financial security for a better retirement.
We achieve this goal by providing a work environment where people from diverse backgrounds, with a range of skills and experiences can contribute and succeed.
Working at Challenger means being part of a diverse, connected team that has fun and loves what they do.
We’re small enough, but big enough to accelerate bold ideas, realising what’s possible for our customers and partners.
We support your growth and development, offering flexibility and a culture that values your unique contributions.
Challenger's employee value proposition guides how we work: Grow and realise your potential, supporting each other, stronger together and making things happen.
Our culture encourages curiosity, considered thinking and meaningful contribution, with opportunities to build a broad and rewarding career.

Equal Opportunity

We are committed to fostering a safe, inclusive and respectful workplace where people of all backgrounds, identities and ways of thinking can thrive, and promoting flexible working to support work-life balance.
Challenger is proud to be a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality, a Family Friendly Workplace and recognised as a Bronze Employer in the Australian Workplace Equality Index (AWEI), the national benchmark for LGBTQ+ workplace inclusion.