Service Desk & Service Management Lead

Building scalable, user-friendly service management capabilities from the ground up. You’ll lead the end-to-end design, configuration, and rollout of workflows, support models, and service catalogues while ensuring alignment with regulatory and operational requirements.

About the role:

As the Service Desk & Service Management Lead, you will take ownership of designing and implementing a centralised service desk platform using JIRA Service Management as the system of record. Reporting to senior leadership, you’ll be responsible for creating a seamless, efficient, and controlled service experience across the organisation. This includes configuring workflows, automating processes, and developing a prioritised service catalogue that aligns with business needs.

You’ll also define support structures (L1/L2/L3), map escalation paths, and ensure the solution is practical, embedded, and ready for ongoing use by BAU teams. This is not just a theoretical design role - you’ll be directly involved in building and rolling out the solution in phased waves while supporting change management and adoption efforts across the organisation.

Key Responsibilities:

• Configure and implement JIRA Service Management as the enterprise platform.
• Design request types, workflows, queues, SLAs, and automation rules to improve efficiency.
• Develop end-to-end service journeys (Request → Fulfilment → Closure → Evidence).
• Define L1/L2/L3 support models with clear escalation paths across teams and vendors.
• Build a user-friendly service catalogue aligned with risk, value, and business priorities.

Essential Skills and Experience:

• Proven experience configuring and rolling out JIRA Service Management, including workflows, SLAs, automation, and service catalogues.
• Ability to map and design service journeys, translating policies, risks, and business requirements into operational workflows.
• Strong communication skills to collaborate effectively with business leaders, technology teams, and external partners.
• Ability to work in fast-paced environments with tight deadlines while maintaining attention to detail.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Brayden Mackay on 08 8216 3534 for a confidential discussion.