Principal IT Service Management

• Monday to Friday – Perth Airport Location and Moving to West Perth
• Company contribution to private health insurance
• Performance, Retention and Profit Share Bonuses
• Lead the implementation and ongoing improvement of ITIL-based ITSM practices

Hancock Iron Ore is seeking an experienced Principal IT Service Management to lead the implementation and ongoing maturity of ITIL-based IT Service Management (ITSM) practices across the organisation. Reporting to the Head of Technology Governance and Planning, you will play a pivotal part in establishing strong service management discipline within Information Management and Technology (IM&T), driving the implementation, training, governance, tracking and reporting of key ITSM processes to ensure consistent, high-quality service delivery.

With responsibility for capacity and demand management, the role will ensure that technology services align with business needs while supporting operational excellence and the organisation’s broader digital transformation objectives. Working closely with stakeholders across the business, you will champion continual improvement of service management policies, frameworks and processes, ensuring services are delivered to meet agreed demand and quality expectations while maximising value and maintaining cost-effective outcomes for the business.

Duties

• Lead the implementation and ongoing improvement of ITIL-based IT Service Management practices across IM&T to strengthen service reliability and operational discipline
• Establish and govern ITSM frameworks, policies and performance measures that enable consistent, high‑quality technology services for the business
• Take ownership of key ITIL processes, including Incident, Problem, Change, Request, Configuration and Knowledge Management, building capability and supporting process maturity across teams
• Partner with stakeholders across technology, operations and vendors to embed service management practices that support business priorities and deliver value
• Develop and deliver training and awareness initiatives that build capability, encourage collaboration and strengthen a culture of service excellence
• Identify opportunities to improve service performance through better tooling, automation and data‑driven insights while supporting compliance, reporting and licence management

Skills and experience

• Extensive experience in IT Operations, including proven success implementing and maturing ITIL-based IT Service Management practices in complex enterprise environments
• Strong knowledge of ITIL frameworks (v3 or v4) with relevant certification and hands-on experience managing core ITSM processes
• Demonstrated ability to drive governance, process adoption and service improvement across diverse technology teams and stakeholders
• Experience working with enterprise ITSM platforms such as ServiceNow and managing service delivery against defined service levels and operational outcomes
• Strong stakeholder engagement and communication skills, with the ability to translate service management concepts for both technical and business audiences
• A relevant degree in technology, business or a related discipline, or significant equivalent industry experience, with a strong focus on service delivery, demand and capacity management