Service Management Lead

Australian Gas Infrastructure Group (AGIG) owns, operates and invests in infrastructure which delivers gas to more than two million homes and businesses, and is one of the largest gas infrastructure businesses in Australia. AGIG manages distribution networks, transmission pipelines and storage capacity. AGIG recently grew to over 1200 employees. We also manage a large contractor workforce, who provide both specialist and operating and maintenance services on AGIG's gas distribution networks.

Our business is actively participating in the energy transition by delivering the natural gas needed today and advancing solutions for the future. Our Net Zero goal and emissions reduction targets outline our ongoing commitment to a sustainable energy future. We know that to deliver our net zero goal in a timely, affordable and reliable way for all customers, a diverse range of energy supply is needed. We will continue to work with customers and stakeholders to deliver and develop the energy infrastructure solutions essential to lowering emissions - including through natural gas, renewable gas and carbon capture and sequestration solutions.

We are looking for a collaborative and experienced Service Management Lead to help shape and strengthen our IT service delivery. In this role, you will lead the governance and continuous improvement of service management processes, ensuring technology services are delivered in a consistent, reliable, and customer-focused way.

Reporting to the Service Assurance Manager, you will work closely with internal teams and service partners to meet service level commitments, support business needs, and enhance risk management, compliance, and auditability.

Please note, this role offers flexibility in location and can be based in either Adelaide or Melbourne.

• Support and guide the IT Services team, fostering an inclusive and engaged culture that enhances service delivery
• Provide clear, accessible data insights and reporting to support operational and executive decision-making.
• Identify opportunities to optimise costs while maintaining or improving customer experience.
• Lead and support ITIL-based service management practices, including Incident, Major Incident, Problem, Event, Asset, Availability, and Knowledge Management, to deliver reliable and customer-focused IT services.
• Provide oversight and input into service provider governance forums to ensure effectiveness and value.
• Monitor and assess service provider performance against SLAs and contractual commitments.
• Contribute to the development, governance, and continuous improvement of operational procedures and service delivery practices to meet business needs.
• Monitor and assess service performance against ITSM best practices, identifying opportunities to enhance service quality and operational effectiveness.

• 5-8+ years' experience in IT service delivery in complex, mission-critical environments
• Strong data analytics and reporting skills, with the ability to translate insights into meaningful actions
• Experience applying ITSM and ITIL practices to deliver customer-focused outcomes
• Proven experience working with and managing service providers and vendor performance
• Demonstrated leadership capability, including mentoring and supporting team members
• Strong communication and stakeholder engagement skills
• Tertiary qualification in Business, IT, or a related discipline (or equivalent experience)
• ITIL v4 Foundation certification (or higher)

• We are proud to be recognised as an inclusive employer by Diversity Council Australia, and our commitment to diversity and inclusion has earned us recognition in 2023-2024. Join us to be part of a team that values and celebrates differences, ensuring that everyone's voice is heard and respected.
• AGIG is proudly recognised by WORK180 as a committed and supportive employer of choice for women, reflecting our dedication to creating a diverse, inclusive, and equitable workplace.
• Dive into a culture that supports the community through the Community Partnerships Program: with 2 paid volunteer leave days across the year, join a team that has dedicated over 1,900 volunteer hours, and collectively raised more than $100,000 through donations, fundraising and our dollar matching program.
• Bonus incentive program.
• A range of flexible working arrangements and leave options, including three additional leave days and to option to purchase two weeks of additional leave each year.
• 20 weeks paid parental leave for primary carer.
• Professional Development opportunities to support your career growth.
• Wellbeing and Inclusion program including Employee Assistance Program, annual flu vaccinations and access to free annual skin checks.
• Join in on social activities through our AGIG Social Club.
• Range of rewards and recognition activities across the company.
• Salary Continuance Insurance.

AGIG is committed to a workplace that promotes and recognises the diversity of its employees and the broader community that we serve by applying the principles of equity, fairness and transparency. A diverse and inclusive workplace is consistent with achieving AGIG's values of Trust, Accountable, Care and One Team.

Interested in this opportunity but are unsure of meeting all the requirements? If this role excites you, we strongly encourage you to apply - your unique skills and experience could be exactly what we need!

We are an equal opportunity employer and encourage applications from female, Aboriginal and Torres Strait Island peoples, people from culturally diverse backgrounds and people with disabilities.

As part of the recruitment process, candidates will be required to undertake background checks which include reference checks, police check and a pre-employment medical.

Applications Close: 4.00pm, 7th September 2026