ITSM Service Assurance Manager

• Location: Fiona Stanley Hospital, Murdoch, Perth
• Permanent, full-time opportunity; Hybrid
• Support the delivery of reliable ICT services in a critical healthcare environment

Serco is a place where you can grow

Your impact makes a meaningful difference, and we're committed to supporting your professional and personal goals.

You’ll also have access to flexible benefits designed to support your wellbeing and growth, including:

• Career development and leadership growth opportunities
• Inclusive, values-driven team culture
• Opportunity to work in a mission-critical healthcare environment
• Flexible work options to support balance and wellbeing
• Opportunities to grow your leadership capability

Make an impact at Serco

As our ITSM Service & Assurance Manager, you’ll lead end-to-end service management and assurance across ICT, Digital Health and MES at Fiona Stanley Hospital. You’ll work closely with senior hospital stakeholders and internal leaders to ensure reliable, high-quality services in a critical care environment. This role combines strategic leadership with hands-on platform ownership, driving service excellence through ITIL-aligned practices. You’ll empower teams, uplift service maturity, and ensure services are safe, stable and customer focused.

As an ITSM Service & Assurance Manager in the ICT team, you’ll make a positive impact by:

• Leading ITSM frameworks aligned to ITIL for stable and secure services
• Managing and developing leaders and high-performing technical teams
• Owning BMC Helix and ITSM platforms to drive service improvement
• Driving service assurance, risk management, and KPI performance
• Engaging senior stakeholders across hospital and partner environments
• Improving service maturity through insight, reporting, and innovation

Serco is a place for you

You’re a confident senior leader who operates at a senior manager level, with proven experience leading leaders and building high-performing teams. With strong expertise in ITIL frameworks, you bring a structured, best-practice approach to IT service management while remaining adaptable in complex environments.

You lead teams responsible for critical ITSM platforms, balancing strategic oversight with practical delivery. Known for your humble, outcome-driven and emotionally intelligent style, you confidently support both high performers and more challenging team members to succeed and grow.

You could be a great fit if you have:

• Proven experience leading managers and teams in complex ITSM environments
• Strong ITIL expertise, ideally with relevant certifications
• Experience managing ITSM platforms such as BMC Helix or ServiceNow
• Confidence engaging senior stakeholders in critical environments
• Ability to lead with empathy, resilience, and emotional intelligence
• Experience in healthcare, infrastructure, or regulated settings (desirable)

Are you ready to do important work that really matters?

At Serco, we bring together the right people, the right technology, and the right partners to create impactful solutions that address some of the world’s most urgent and complex challenges.

We focus on serving governments all over the globe. The work we do has touched the lives of millions in Australia and New Zealand and offers unique opportunities to leverage your skills across our core capabilities in Health, Defence, Maritime, Justice, and Community Services.

We seek and celebrate diversity and encourage applications from all backgrounds and cultures. By joining Serco you’ll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.

Impact a better future at Serco.