Service Management Consultant

BASED IN MELBOURNE

Responsibilities:

• Facilitating and directing Major Incident Resolution sessions with multiple service partners, ensuring MIM communication and escalation occurs
• Liaising with Customers and Resolver Teams to determine priorities, resourcing and timeframes.
• Ensuring Business Level updates are issued on schedule
• Documentation of Post Incident Reports, including providing Executive Business Impact statements
• Perform/drive structured Root Cause Analysis
• Conduct Post Incident Reviews
• Proactive analysis of events/incidents and identify underlying Problem statements.
• Drive Problem resolution.

Presentations skills: able to articulate technical and business value/outcomes to varying audiences.

• Strong written and verbal communication skills and confidence in a client facing role.
• Ability to build relationships and trust, conduct formal meetings and provide concise reporting.
• Sound understanding of the ITIL framework with practical experience of operating ITIL aligned Incident and Problem Management process.
• Ability to provide training and guidance to resolution teams.
• Ability to autonomously lead and direct a resolution team as a Major Incident Manager, whilst maintaining progress communication with the customer. This will involve out of Business hours commitment on a rostered basis

What you’ll love about working here

• You will be a part of a diverse collective of free-thinkers, entrepreneurs and industry experts. You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for growth.
• We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.
• At the heart of our mission is your career growth. You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.
• We realise a Total Reward package should be more than just compensation. We offer a range of core and flexible benefits and have a Peer Recognition Portal called ‘Celebrate’.

Apply today!