Head Of Service Management

The Game Changers:
At AP+ we're changing the game! We're doing big things, and we can't do it alone. We're part of a big ecosystem, and we know teamwork and passion for our purpose is what will make us successful. We value the unique talents, perspectives, of all our employees. This includes people of all gender identities and sexual orientations, First Nations Peoples, people of all abilities and diverse backgrounds, as well as their families. AP+ brings together Australia’s three domestic payment providers, BPAY Group, eftpos and NPP Australia, into one integrated entity. Bringing these businesses together enables AP+ to create a more competitive and coordinated Australian payments organisation that is strategically placed to respond to the impacts of regulatory and technological change today, and into the future.
The Purpose:
We are looking for a Head of Service Management to lead the Service Management function within the AP+ Technology Strategy, Governance and Business Management organisation reporting to the General Manager. This role will help to shape and transform our approach to Service Management, utilising current industry methodologies of Practice over Process and standardising operating behaviours, language and practices; helping to drive the ongoing alignment of the recently combined groups into a ‘One Team’ integrated organisation.
Requirements
Key Responsibilities:
Leadership:

• Drives excellence in all Service Management Practices including Incident and Problem management practices, Change Enablement, Capacity and Performance, Governance and Compliance, and Continual Service Improvement.

• Overseas day-to-day activities of the Service Management teams and builds and evolves the team structure to meet the evolving needs of the organisation.
• Provides guidance and direction for the Service Management function and champions ideas, improvements and innovation at senior leadership level and across the wider AP+ organisation.
• Lead recruiting and cultivating activities for Service Management team talents.
• Provides mentorship for emerging talent and promotes the growth mindset and generates continuous learning capacity for Service teams.

Strategy:

• Develop Service Management strategy, roadmap, execution, and governance cadence across AP+.

• Work with other technology leaders to establish and refine strategic plans, disciplines, and principles that guide all technical services delivery, support and governance for internal applications and external products.
• Provides service performance metrics, measures, and actionable insights to continuously uplift product resilience and scalability.
• Ensure security, compliance, and technology risk requirements are met.

Collaboration and Partnership:

• Build and deepen trusted relationships with the business as well as third-party partnerships.

• Create and promote a highly collaborative service culture where the team will work closely with businesses, shared services, product management, suppliers, customers, and relevant external stakeholders.
• Participate in technical strategic planning that will continue to support and fulfil business objectives and priorities.

In order for you to be successful in the role, you’ll have:

• 5 to 10 years+ of people leadership roles
• 10 years+ experience in IT Support, Service Management or similar
• Experience with Agile methodologies and cloud computing, vendor managed services and traditional on-prem services.
• ITIL V3 and ITIL4 certification and familiarity
• Leadership abilities with a strategic mind
• Problem-solving, decision-making, communication, and interpersonal skills
• Passion for Service Management principles –actively keep up to date with new ideas.

Benefits
What’s Next:
We know applying for a role can be a nerve-wracking experience, so we endeavour to review applications and plan to schedule screening interviews within the next two weeks. If you are among selected candidates, we’ll be in touch to schedule a phone interview. In any case, we will keep you posted on the status of your application.
We want to remove all barriers to inclusion so if you need advice or support with your application, we’re here to help. Please reach out to We also encourage you to let us know your pronouns at any point during the recruitment process.
AP+ are not partnering with Recruitment agencies for this role.