Head of Service Management

Who We Are

iSelect and Compare the Market are trusted, well-known brands dedicated to helping millions of Australians compare and buy personal finance and household products such as insurance, energy, and loans. Together, we provide a seamless, customer-focused experience that makes it easier for Australians to find the right products to suit their needs.

What You’ll Be Doing

The Head of Service Management is responsible for overseeing and optimising IT service delivery within CtM and iSelect, ensuring a seamless experience for internal users. This role drives the execution and continuous improvement of IT service management (ITSM) processes, including user support, incident resolution and service requests.

Key responsibilities include defining, maintaining and implementing ITSM frameworks and leading incident response efforts to minimise business disruptions. Acting as the primary interface for Level 1 IT support, this role ensures efficient triage, resolution, and escalation of internal IT issues. Ultimately, the Head of Service Management is critical in maintaining reliable, high-performing IT services that support business operations effectively.

Oversee IT Services to Internal CTM & ISU Users

• Manage delivery of IT services to internal CTM and ISU users, ensuring high user satisfaction and minimal disruption
• Act as an escalation point for critical IT service issues
• Partner with business teams to understand needs and continuously improve IT service

Accountable for ITSM Setup and Execution

• Lead the setup, configuration, and ongoing execution of ITSM processes, tools, and workflows
• Ensure ITSM processes are integrated into business operations to drive efficiency and user experience
• Monitor performance and identify continuous improvement opportunities

End-to-End Management of ITSM Processes and Controls

• Oversee full ITSM lifecycle including incident, request, problem, and change management
• Ensure governance, controls, and audit processes are in place and adhered to
• Continuously optimise ticketing, query handling, and incident resolution

Accountable for ITSM Process Definition, Maintenance, and Implementation

• Define and maintain ITSM processes aligned to best practice and business needs
• Ensure documentation is current and teams are trained on processes
• Drive implementation of new or improved ITSM initiatives

Level 1 User Interface, Triage, and Resolution for IT Issues

• Act as first point of contact for internal IT issues, providing timely triage and resolution
• Manage and prioritise support tickets in line with SLAs
• Escalate complex issues to appropriate teams

Lead Incident Management and Resolution

• Lead the management of IT incidents to ensure rapid resolution
• Coordinate with teams to minimise impact, identify root causes, and implement fixes
• Provide stakeholder updates and lead post-incident reviews

What’s In It For You

At Compare the Market and iSelect, we’re all about helping people make smart choices – and joining us might just be yours. We offer an environment where your ideas are heard, your contributions are valued, and your growth genuinely matters. Collaboration is part of our DNA and you’ll be joining a supportive, forward-thinking team where you can do meaningful work (and be recognised for it!)

We’re guided by three shared values that shape how we work, how we treat each other, and how we show up for our customers - Drive, Noble Intent and All Together.

Plus, we offer a range of great perks to help you thrive both in and out of work:

• Vibrant and social community who have annual celebrations, family fun days and regular events
• Enjoy flexible work arrangements, including the option of one day working from home each week or a 9-day fortnight
• Enjoy additional leave days - ‘ME’ leave and ‘Volunteer Day’ leave
• Option to purchase additional leave
• Return To Work bonus for returning parents
• Quarterly Award and Recognition program

What Sets You Apart

QUALIFICATIONS

• Bachelor’s degree in IT, Computer Science, or related field (Master’s preferred)
• ITSM certifications such as ITIL (Intermediate/Expert), ISO 20000, or COBIT
• SRE certification or strong working knowledge of SRE principles highly regarded
• Cloud or infrastructure certifications (e.g. AWS, Azure, Google Cloud) advantageous

EXPERIENCE

IT Service Management and Operations

• Strong experience managing ITSM processes (incident, problem, change, service requests)
• Proven ability to implement and optimise ITSM tools and frameworks
• Experience establishing ITSM governance, policies, and controls

Site Reliability Engineering (SRE) and System Performance

• Experience applying SRE practices (monitoring, observability, automation)
• Strong understanding of infrastructure, cloud environments, and reliability best practices
• Ability to improve system stability, scalability, and performance

Incident Management and User Support

• Experience leading high-priority incident management and root cause analysis
• Strong background in IT support and Level 1 issue triage and resolution
• Experience managing ticketing systems and improving workflows

Stakeholder and Team Management

• Proven ability to partner with senior leaders, IT teams, and business stakeholders
• Strong communication skills for escalations, reporting, and updates
• Experience training teams and driving continuous improvement initiatives

At Compare the Market and iSelect we’re proud to be an Equal Opportunity Employer and we embrace diversity.

This role is available to candidates with unlimited Australian working rights only. Sponsorship is not available.

iSelect and Compare the Market, brands of iCompare Group, are committed to protecting your privacy. All applications and personal information are kept confidential and securely stored in line with Australian privacy laws, used only for recruitment purposes, and not shared with third parties outside iCompare Group without your consent.