Associate Director ITIL Service Management

Aristocrat is seeking a dedicated Associate Director ITIL Service Management to join our dynamic team. This role is pivotal in crafting and improving our IT service management landscape, ensuring we provide outstanding services to our B2B customers. At Aristocrat, we pride ourselves on a culture of innovation, collaboration, and excellence. Our mission is to bring happiness to life through the power of play, and we are committed to delivering outstanding service management that supports this mission.

In this exciting role, you will have the opportunity to lead and develop our ITIL-aligned Service Management function. This is your chance to create a meaningful impact by defining and implementing service management processes that are customer-centric and commercially effective. Join us, and be part of an ambitious team that strives for flawless execution and continuous improvement!

What You'll Do

• Build and implement an ITIL-based service management operating model.
• Establish governance structures, policies, standards, and controls for service management.
• Promote an environment of outstanding service, ownership, and constant development.
• Lead the development, implementation, governance, and continual improvement of ITIL processes, including Incident Management, Major Incident Management, Problem Management, Change Enablement, Knowledge Management, Asset Management, Service Catalogue Management, and Continual Service Improvement.
• Ensure processes are consistently adopted across internal teams and service management providers.
• Define benchmarks and SLA frameworks.
• Develop meaningful service reporting and management information for internal & external customers and collaborators.
• Build executive dashboards and service scorecards/reports.
• Analyse trends and performance data to identify improvement opportunities.
• Drive accountability for service outcomes through data-driven decision making, post-incident reviews, and lessons learned.
• Build positive relationships with senior business and technology collaborators.
• Act as the primary point of contact for significant service outages involving blocking issues.
• Ensure business requirements are reflected within service management delivery models.
• Build and lead a high-performing IT Service Management team by recruiting, developing, and mentoring ITSM teams.

What We're Looking For

• Extensive experience managing IT Service Management team functions in complex organisations.
• Proven experience establishing or transforming ITSM capabilities.
• Deep practical knowledge of ITIL and service management guidelines.
• Experience governing large-scale outsourced or managed service environments.
• Experience implementing and improving ITIL processes.
• Excellent collaborator management skills.
• Experience defining service metrics, benchmarks, SLAs, and reporting frameworks.
• ITIL v4 Managing Professional, ITIL Expert, or equivalent.
• Degree-level qualification or equivalent experience.
• ITIL Strategic Leader.

Company Summary

About Aristocrat

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

Travel Expectations

Additional Information