Head of Service Management

Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

The Head of Service Management is a newly created senior role with enterprise‑wide accountability for how technology services run day to day at AFCA. You’ll ensure our services are stable, secure and high performing, while delivering a seamless, people‑first experience for our colleagues.

Reporting directly into the Chief Technology Officer, you will own service management disciplines, operational resilience and continuous improvement, this role brings momentum, accountability and clarity to how end‑user and core technology services support our purpose.

What you'll do:

• Lead end‑to‑end technology service operations, accountable for service performance, reliability and colleague experience
• Own and mature IT service management practices across incident, problem, change and request management
• Drive a high‑performing IT Service Desk with a strong focus on responsiveness and customer satisfaction
• Lead major incident management, ensuring clear communication and effective root‑cause resolution
• Embed strong change and risk management to enable safe, reliable technology services
• Oversee end‑user computing and workplace services, delivering secure and user‑centred experiences
• Use service performance data, SLAs and KPIs to drive continuous improvement
• Manage vendors and managed service providers, holding partners accountable for outcomes
• Lead and develop service management leaders and specialist teams, fostering a strong service culture

What you'll bring:

• Senior experience leading IT service management and operations in complex, enterprise environments. 
• Deep expertise in ITSM frameworks, operational resilience and service performance management. 
• Proven ability to balance service stability, user experience and continuous improvement. 
• Strong experience managing major incidents and operating effectively under pressure. 
• Demonstrated people leadership, vendor management and stakeholder engagement capability. 
• Clear, confident communicator able to operate effectively in executive and governance forums. 

What's on offer

• BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements. 
• Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards. 
• Employer of Choice Public Sector and NFP – Australian HR Awards 2023 
• Bronze AWEI Accreditation 2024 – Recognised for LGBTQ+ workplace inclusion. 
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity. 
• Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing. 
• Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women’s health leave, and paid time off over Christmas. 
• Financial benefits – Not-for-profit salary packaging to boost take-home pay. 
• Locations – A team of over 1,500 dedicated professionals based in modern Melbourne and Sydney CBD offices. 

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply—even if you don’t meet every single criterion. 

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at [email protected]. 

We believe fairness starts with people. That’s why we don’t use AI or automated tools to screen candidates. As a result, our processes may take a little longer, and we thank you for your patience. 

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.