Service Management Lead

Be part of the team transforming business technology into impactful solutions.

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And it's why we've built an organisation where real innovation, fed by passion and cultivated by collaboration, makes a genuine impact.

Because the innovative technology solutions we build, deliver and manage are only as smart as the people that power them.

What our team say David Vernon

Field Services Engineer, Brennan Australia

"With it's incredible team culture, supportive environment, and opportunities for growth, Brennan is a phenomenal place to work. I'm proud to be part of a team that values growth and collaboration and empowers women to thrive."

"Starting with Brennan as an intern was an exciting experience. Talented professionals mentored and guided me at every step, helping me hone my technical skills, gain hands-on experience, and prepare me for more complex tasks. So much so that when I transitioned to become a Systems Engineer, I really felt the continuous learning opportunities and company support had helped make it possible."

"From my very first hour, I've felt seen and welcomed at Brennan and have been humbled by the support provided by my peers. In addition, our ongoing collaboration with Microsoft enables our teams with the best of their toolsets."

Technology Governance Manager, Brennan Australia

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"The culture at Brennan is exceptional, with colleagues always eager to offer support and efforts consistently recognised and appreciated."

Security Engineer, Brennan Sri Lanka

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Head of Operational Technology, Brennan Australia

"Brennan is a company that truly values its people. Its strong customer focus and integrated values create an environment where learning and growth are consistently encouraged. The people-first policies foster belonging and inspire continuous improvement. Brennan is a place where efforts are recognised, and there are so many opportunities to thrive."

Pradeep Musham

"Working at Brennan has been exceptional. Starting as an IT intern, I was guided through new challenges and given a wide range of learning opportunities. Making the experience even more remarkable is how women are welcomed and encouraged to thrive. A culture of inclusivity coupled with a growth-oriented approach has made Brennan an ideal place to launch and develop my career."

"Brennan is a place I can grow, personally and professionally. The Women Rising program and leadership training have been amazing opportunities, and I really appreciate the supportive environment and positive culture within the business."

Janet Rai

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true performance Technology never stands still. Neither do we. It's why we foster a culture of collaboration and commitment, ownership and improvement to make our lives - and those of our clients - better than they were yesterday. Here's how.

True opportunities, open now Explore our open roles and join the team transforming business technology.

• IT & Telecomms
• IT - Other
• Brisbane
• Permanent / Full Time

15/7/2026

• Australia's largest privately owned system integrator
• Own, lead and build SM frameworks
• Brisbane location. Start ASAP

Why work for Brennan?
At Brennan, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bringnew ideasto the table and see them thrive. Our people are empowered, considerate, supportive, trusting and accepting, they are the cornerstone of the business. Because of this approach, we have become the largest Australian owned systems integrator in Australia and continue to grow.

Brennan offers an excellentremunerationpackage and benefits including:

• A focus on health and well-being - social club, sporting teams, health checks, poker, trivia nights and more!
• A strong culture underpinned by values that are truly lived every day
• An environment that embraces learning and development of all employees
• Flexibility to work in the way that brings out the best in you
• High levelsof reward and recognition for overachieving

The Role
This is a senior customer-facing Service Management role responsible for leading Change Management and driving Service Management outcomes for a strategic managed services customer. Working from our Brisbane offices you will regularly work on customer site also in Brisbane, so locally based candidates will only be considered. The primary focus of the role is ownership of the Change Management function, ensuring changes are assessed, authorised, communicated and implemented in a controlled manner that protects service stability and meets customer expectations. The role also provides leadership and oversight for Problem Management and broader Service Management disciplines, ensuring the MSP consistently delivers against contractual obligations, agreed customer processes and service governance requirements. Working closely with customer stakeholders, resolver groups, Service Delivery Managers and operational teams, the role drives operational excellence, continual improvement and service maturity across the account. This role is not a process owner or practice leader. The customer owns the Service Management processes; this role ensures those processes are effectively executed, governed and continually improved within the managed services environment.
Responsibilities
Change Management Leadership

• Lead and operate the Change Management function for the customer account.
• Chair and facilitate Change Advisory Board (CAB) meetings and associated governance forums.
• Ensure changes are appropriately assessed, planned, approved and implemented in accordance with agreed processes.
• Manage change-related risks, conflicts, escalations and service impacts.
• Drive improvements in change quality, success rates and operational outcomes.
• Provide leadership and guidance to technical and operational teams on change governance and best practice.

Problem Management Oversight and Leadership

• Provide oversight and leadership for Problem Management activities.
• Coach and support the Problem Manager to deliver effective outcomes.
• Ensure recurring issues are investigated, root causes identified and corrective actions implemented.
• Drive service stability through proactive problem management and trend analysis.

Service Management Governance and Uplift

• Provide governance and oversight across ITIL-aligned Service Management practices.
• Ensure teams adhere to agreed customer processes, procedures and operational standards.
• Lead service improvement initiatives focused on service quality, efficiency and customer outcomes.
• Facilitate workshops and education sessions to improve service management maturity across resolver groups.
• Act as a senior escalation point for Service Management matters. Promote practical ITIL-aligned ways of working that improve service outcomes without creating unnecessary bureaucracy.
• Support continual improvement initiatives that improve service stability, operational efficiency, customer experience and compliance.
• Ensure Service Management governance supports both operational delivery and contractual accountability.

Customer & Commercial Management

• Build trusted relationships with customer stakeholders.
• Represent the MSP in operational and governance forums.
• Ensure services are delivered in line with contractual obligations and agreed scope.
• Identify and manage risks associated with service delivery, governance and compliance.
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