Principal Consultant

Job Description About Us Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI‑powered core that helps prioritize the execution of change. We also empower the businesses with agile digital at scale to deliver unprecedented levels of performance and customer satisfaction. Our always‑on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem. Visit www.infosys.com to see how Infosys can help your enterprise navigate your next.

Role Description Location

: Perth

Salary

: AUD 150,742–171,215 Annual Gross

Please Note: The above salary range is only indicative and may be subject to suitable enhancements, based on internal company processes.

Flexible working arrangements (hybrid, reviewed case‑by‑case basis). Feel free to connect with your recruiter to learn more about how this works in practice.

About the Role We are seeking a highly capable and experienced IT Service Manager to oversee, mature, and continuously uplift the IT service management ecosystem for one of our major clients based in Perth. This role provides end‑to‑end leadership across core ITSM functions including Incident & Major Incident, Problem, Change, Request Fulfilment, Knowledge, Configuration Management (CMDB), Software & Hardware Asset Management, Event/Monitoring, and Service Performance Governance (SLAs/OLAs/KPIs). You will act as the operational owner of IT service delivery, ensuring stability, reliability, and strong stakeholder engagement across business and technical teams. The role requires senior‑level ITIL capability, operational leadership experience, and strong hands‑on knowledge as a ServiceNow expert/power user. ServiceNow administration capability is considered a valuable advantage but not mandatory. This position requires a service‑oriented leader with exceptional communication skills, the ability to navigate multi‑vendor environments, and a passion for continual improvement and operational excellence.

Key Responsibilities

Provide leadership of daily IT service operations across all ITSM domains, ensuring services remain stable, reliable, and effectively governed.

Manage Incident and Major Incident processes end‑to‑end, ensuring quick restoration, high‑quality communication, collaboration across resolver groups, and detailed RCA outcomes.

Lead Problem Management initiatives including root cause analysis, trend assessment, and implementation of permanent remediation strategies.

Oversee Request Fulfilment processes, catalogue structure, workflow alignment, and improvements to user experience and automation.

Own and govern Change Management including CAB leadership, risk and impact assessments, and ensuring changes are delivered safely and with minimal disruption.

Align Change Enablement practices to DevOps and automated delivery models where appropriate.

Define, report, and present service performance metrics such as SLAs, OLAs, KPIs, MTTR, service trends, and health indicators to stakeholders.

Conduct regular service reviews with vendors, technical leads, and business representatives, ensuring operational accountability and service transparency.

Lead and govern Software Asset Management (SAM) and Hardware Asset Management (HAM), including lifecycle operations, compliance checks, procurement alignment, and inventory processes.

Own CMDB integrity, data quality, lifecycle management of CIs, discovery alignment, and service mapping accuracy.

Drive operational readiness activities for transitions, ensuring support models, runbooks, monitoring coverage, and hypercare structures are in place and effective.

Lead Knowledge Management uplift including content quality, article accuracy, findability, and lifecycle management.

Govern event and monitoring capability, ensuring proactive detection, correlation, noise reduction, and integration into Incident/Problem workflows.

Act as the ServiceNow process/product owner for ITSM/ITOM modules, defining requirements, prioritizing enhancements, and supporting UAT/PVT.

Work closely with platform teams to continuously improve ServiceNow capability and align it with operational needs. ServiceNow admin skills desirable but not mandatory.

Manage ITSM‑related risk controls, compliance activities, audit responses, and documentation updates.

Oversee multi‑vendor performance, ensuring adherence to contractual SLAs/OLAs, clear escalation paths, and consistent delivery outcomes.

Drive continuous service improvement initiatives across processes, tooling, service governance, communication, and user experience.

Qualifications & Experience

8–12+ years of experience in IT Service Management, Service Delivery, or IT Operations leadership roles.

Proven experience managing multiple ITIL v4 practices including Major Incident, Change, Problem, and Service Operations.

ITIL v4 Foundation required; ITIL Managing Professional certification highly desirable.

Strong background in leading Major Incidents, executive‑level communication, and post‑incident governance.

Experience authoring ITSM policies, SOPs, standards, operational models, runbooks, and training assets.

Hands‑on expertise as a ServiceNow power/expert user across ITSM and ITOM modules. ServiceNow admin capability is a beneficial extra but not required.

Practical experience with CMDB governance, service mapping, CI lifecycle management, and data quality improvement.

Strong SAM/HAM experience including vendor licensing, asset lifecycle processes, compliance, and stock management.

Analytical skills to interpret SLAs, OLAs, KPIs, build service dashboards, and run data‑driven CSI programs.

Experience in operational readiness, release/change transitions, support model establishment, and hypercare governance.

Excellent communication, stakeholder engagement, conflict resolution, and vendor management capabilities.

Additional

Excellent customer‑facing skills

Excellent written and verbal communication skills

Strong attention to detail and outstanding analytical and problem‑solving skills.

Benefits

Income Protection Insurance

Paid Parental and Volunteer leaves

Employee Assistance Program (EAP)

Flexible working arrangements (hybrid, reviewed case‑by‑case basis)

Health Insurance Discount and Well‑being Program

Access to Fitness and Gym Memberships

Salary packaging and novated leasing

Recruitment and Selection Process Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.

Hear from our recruiter on their experience working with Infosys as an Employer.

At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email Infosys_ta@infosys.com or call 1‑866‑472‑0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third‑party vendors. In the absence of a signed agreement, any submission will be deemed as non‑binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.

Work Location

Perth

Country

Australia

State / Region / Province

South Australia, Western Australia

Company

Infy Australia

Interest Group

Infosys Limited

Job Role

Lead Consultant

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