Senior Service Management Specialist

Toyota Finance Australia (TFA) is the country's largest automotive financier. Our past gives us credibility and knowledge. But it's what the future holds, and how we can make the world a better place, that excites us. It's not just about technology but what it can do for people. In Australia there are two separate businesses: Toyota Motor Corporation Australia (TMCA) and Toyota Finance Australia (TFA). While we work closely together, TMCA focuses on vehicles and here at Toyota Finance Australia our priority is to provide finance, insurance and fleet management. At TFA we're committed to empowering our customers to get into their new car and onto the road. We're also passionate about, and committed to, our people. Our philosophy of Here To Move You represents our commitment to not only move our customers, but help our employees grow. Your success at TFA is important to us, and we pride ourselves on a work culture that supports and rewards people. From partnering with you to support your career growth, to providing you with opportunities to learn, improve, feel engaged and appreciated, we celebrate our people and the difference they bring. We strive to create a workplace that not only gives equal opportunities to people of all backgrounds and abilities but supports them to reach their full potential. We're working towards a future where we look out for each other and our planet. Where we enrich lives with the safest and most responsible ways of moving. This is the kind of tomorrow we're imagining here at TFA. Join us and help drive the future.

About the role

We're seeking an experienced Senior Service Management Specialist to join our IT team and play a key role in driving the maturity, governance and continuous improvement of our IT Service Management (ITSM) practices. Reporting to the Service Management Lead, you'll be responsible for the effective operation and optimisation of our ServiceNow platform, ensuring alignment with ITIL best practices while delivering meaningful insights, performance reporting, governance and operational excellence across the organisation. You'll work closely with technology teams, business stakeholders and vendors to improve service performance, strengthen compliance, and enhance the end user experience.

How you'll make an impact

• ServiceNow Platform & Reporting Manage and optimise ServiceNow BAU operations, enhancements and upgrades. Develop, maintain and enhance ServiceNow dashboards, reports and performance analytics. Own the ServiceNow reporting framework, KPI governance and data quality standards. Drive platform improvements that support organisational objectives and ITSM maturity.
• ITSM Governance & Continuous Improvement Support and improve core ITIL practices such as Change, Knowledge and Request Management Support the ongoing development and maturity of the ServiceNow CMDB. Facilitate daily service management stand ups and stakeholder forums. Contribute to ITSM projects and strategic initiatives. Support audit, compliance and governance activities, including SOX related requirements and licence compliance.
• Incident & Problem Management Lead incident and problem management activities, identifying trends and driving root cause resolution. Facilitate critical incident and problem review meetings. Ensure Post Incident Reviews (PIRs) are completed and improvement actions are tracked. Monitor and report on KPIs, SLAs and operational performance metrics. Drive continual service improvement to reduce recurring issues and improve service outcomes.

Your attributes

• ITIL Foundation certification (essential); advanced ITIL certifications highly regarded.
• ServiceNow certifications such as CSA desirable, with CMDB or CSDM certifications advantageous.
• Minimum 3 years' experience in IT Service Management.
• Strong experience with ServiceNow administration, reporting and performance analytics.
• Proven experience in Incident, Problem and Change Management processes.
• Strong analytical and problem-solving skills.
• Excellent stakeholder engagement, communication and facilitation skills.
• Ability to influence outcomes and drive continuous improvement across complex environments.

Life at Toyota & What we offer you

We pride ourselves on a work culture that supports and rewards people. From development programs to recognition programs, we make sure everyone at Toyota Finance Australia lives their best possible life. After all, our people are our greatest assets. Toyota Australia is well recognised for offering:

• Flexible hours and workspaces
• Career Development
• 26 weeks paid primary carers leave & 8 weeks paid parental leave for secondary carers
• Wellness facilities & Employee Assistance Program (private coaching available to you and your family)
• Paid volunteer days to support your community / Employee Community Grants Fund
• Employee Car Benefit Scheme

Building a great place to work

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are happy to adjust the recruitment process for your accessibility requirements. Toyota is an endorsed employer for all women. Please review the Work180 website for further information.