Service Management Specialist (Change & Release)

WSI's Technology encompasses interconnected technology systems that underpin the safe, secure and efficient operation of a modern international airport. These systems vary significantly in scale, complexity and operational criticality, supporting functions including passenger processing, security, airside operations, baggage handling, facilities management and corporate services. Reporting to the Enterprise Services Manager, this position will focus on Change and Release, working technology operations, project teams and suppliers to ensure quality Enterprise Service Management practices that support the delivery of technology for day to day operations and service transition.

Key Responsibilities

• You'll be the subject matter expert for all matters relating to ITSM Change and Release practices including organising and chairing Change Advisory Board (CAB) and related activities.
• Proactively manage evolving risks/issues and implementation of processes to continually improve services.
• Lead and govern the process for Enterprise Service Management assurance, compliance, and reporting.
• Effective management and updating of Enterprise Service Management policies, guidelines, and procedures.
• Assisting the Enterprise Services Manager to govern the transition of new systems from the delivery team 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.
• Effective and trusted working relationships established with team members, key suppliers and WSA stakeholders to achieve successful shared outcomes.
• Communicate clearly and effectively with people from technical, business, and senior management, including the ability to translate technical information into business language.

Proudly working on Dharug land, we reflect the vibrant diversity of Western Sydney and welcome people from all backgrounds and abilities to be part of our journey.

Qualifications

• 3-5 years' experience implementing, operating or uplifting ITSM Change Management and Release Management processes and tools.
• Tertiary qualifications in technology or a related field preferred.
• Experience working with the ServiceNow Platform.
• Experience with both IT and OT and how they relate 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 with a view to achieving overall targets and SLA's.
• Industry experience in managing and monitoring Service Management, processes and risk management practices, including in depth understanding of industry trends.
• Strong analytical and statistical capabilities, and the ability to present data in the context of business requirements.
• A high level of interpersonal skills, with an emphasis on negotiation, communication (with business sponsors, technical staff and end users) and effective delivery methods including an ability to build strong relationships with internal and external stakeholders.
• Ability to apply problem solving skills to identify a range of solutions to complex problems.
• Proven capability in effective communication, building business insights, a highly analytical and organised approach, and the ability to execute on work effectively and independently with a team focus and dedication to customer service.
• Must have a keen sense of initiative by being a self starter, with a proactive approach to tasks and collaborations.
• Have a quality orientation, checking all tasks, outputs and processes for accuracy and quality, and seek to make improvements where possible.
• Effective organisational skills including planning, aligning, situational adaptability/change and ability to manage conflicting priorities.