ITSM Operations Manager

About the role   

The ITSM Operations Manager leads a small, high‑performing team of six multidisciplinary ITSM Analysts across the core ITSM domains—Incident, Problem, Change and Enterprise Resilience. The role is integral to ensuring the smooth, effective, and ongoing operation of the Enterprise, providing strong operational guardrails that protect service availability, manage risk, and enable the organisation to operate with confidence. 

The role sets the operating rhythm, lifts capability, and ensures disciplined, data‑driven service management that supports enterprise stability while enabling continuous improvement. You will lead by example as a coach and mentor; simplify and improve processes to unencumber stakeholders; and partner effectively with platform owners, delivery teams, and suppliers to maintain stability, enforce change governance, and validate resilience. The role also coordinates after‑hours activities where required (e.g. DR tests and major incidents) and delivers clear, executive‑ready communications and reporting.  

Responsibilities:  

Leadership & Operating Rhythm 

• Lead, coach, and develop a team of 6 x ITSM Analysts, ensuring role clarity, quality standards, and growth pathways. 

• Set and run the ITSM operating rhythm (stand‑ups, PIRs, CAB preparation, service reviews) and ensure the consistency of artefacts, communications, and outcomes. 

• Model Latitude’s values and cultivate a culture of ownership, excellence, collaboration, and innovation. 
   

Enterprise Resilience 

• Own the annual Enterprise Resilience / DR test plan: define scope, cadence, scenarios, RTO/RPO expectations, and success criteria across applications, infrastructure, networks, and cloud. 

• Oversee planning and after‑hours test execution, ensuring run books, RACIs, readiness checks, evidence capture, and post‑test reporting are audit‑ready. 

• Review Supplier Risk Assessments (SRAs), engage suppliers to assess DR capability, and communicate findings and remediation recommendations to platform owners. 

• Identify resilience gaps and drive structured uplift initiatives that simplify and make DR testing repeatable while minimising operational burden on teams. 

Incident Management 

• Ensure rapid, structured response to incidents and major incidents; chair or delegate command/coordination of bridges to restore service swiftly, including after‑hours when required. 

• Maintain high‑quality stakeholder communications (including senior technology leaders), ensuring business impact, actions, and accountabilities are clear. 

• Govern PIR quality and trend analysis; ensure learnings translate into preventative actions across internal teams and suppliers. 

Problem Management 

• Drive proactive identification of recurring incidents, failure patterns, and systemic risks. 

• Ensure timely, evidence‑based RCAs and durable corrective/preventative actions; remove impediments and hold teams (internal and vendor) accountable for closure. 

Change Management 

• Oversee change governance quality—risk scrutiny, validation/testing standards, implementation and back‑out plans, conflict checks, and impact assessments. 

• Chair or support CAB; monitor change failure rate (CFR) and drive improvements that reduce change‑related incidents and protect critical system availability. 

Service performance, reporting & supplier management 

• Ensure accurate, actionable SLAs/KPIs and service dashboards; lead service reviews and continuous improvement. 

• Build and maintain effective stakeholder relationships and manage multi‑sourced service delivery with partners and vendors. 

• Execute and evolve the ITSM roadmap to address customer pain points and uplift user satisfaction, methods, and tooling. 
   

What you’ll bring:   

• Leader and mentor who leads by example, lifts capability, and builds engaged, outcomes‑focused teams.  

• Strong communicator who builds rapport quickly and influences outcomes across diverse technical and business stakeholders.  

• Self‑starter with a strong drive to simplify and improve processes, minimising administrative burden and coordinating cross‑functional initiatives that add tangible business value.  

• Domain experience/expertise in some or all of the four areas: Incident, Problem, Change, and Enterprise Resilience  

• Experience in an ITIL‑aligned environment; proven process ownership and operational excellence across core ITSM disciplines  

• Broad understanding of technology across infrastructure, applications, networks, and cloud; comfortable leading in complex, time‑critical situations (including after‑hours coordination)  

• Strong stakeholder and supplier/vendor management; experience in multi‑sourced delivery models and holding partners to account.  

• Excellent written and verbal communication; executive‑ready reporting and presentation skills.  

• ITIL v4 Foundation (Intermediate/Practitioner or Managing Professional desirable).  

• Experience with ServiceNow (or similar) advantageous  

• AI-native - regularly leverages AI tools to enhance decision-making, automate reporting, accelerate content creation, and drive greater efficiency across your team. 
   

Sometimes the best candidates don’t have 100% of what is listed above, but if you have most and are confident, you’d be a good fit, we’d love to hear from you! 

Sound like you? That's a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both. 

We're Latitude, partners in money Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans are what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Take ownership, Win together, Pursue excellence, and Create tomorrow 

Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens.