Head of Service Management

About Us:

We are proudly owned by Auto & General Insurance Company. The A&G group is made up of trusted and well-known brands such as iSelect, Compare the Market and Budget Direct. In late 2024, iSelect and Compare the Market formed a new aggregation business within the A&G group that continues to support millions of Australians to compare and buy their personal finance, and household products such as insurance, energy, and loans.

The Opportunity:

Are you ready to elevate your career to the next level? We're seeking an experienced and driven IT leader to join our team in a pivotal role that blends service excellence, technical oversight, and process ownership. In this dynamic position, you will:

• Lead and oversee the delivery of IT services to internal CTM & ISU users, ensuring efficiency, user satisfaction, and acting as an escalation point for critical issues.
• Own the setup, execution, and continuous improvement of IT Service Management (ITSM) processes, tools, and workflows to align with business needs.
• Manage the full lifecycle of ITSM processes (incident, problem, change, service requests), ensuring strong governance, compliance, and service quality.
• Define, maintain, and implement ITSM processes and documentation, ensuring alignment with best practices and organizational standards.
• Oversee Site Reliability Engineering (SRE) to enhance infrastructure performance, availability, and scalability through proactive monitoring and collaboration.
• Lead Level 1 support and incident management, ensuring timely resolution, stakeholder communication, and continuous improvement of service response.

Benefits:

At Compare the Market and iSelect we offer a dynamic and collaborative work environment where your talents will be recognised and rewarded. You’ll have the opportunity to make a meaningful impact and contribute to our continued success, we also provide:

• 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.
• Employee discounts on Car, Home, Travel insurance.
• Income protection insurance provided to support you in the event of non-work-related illness or injury.

About you:

• Hold a degree in Information Technology, Computer Science, or a related field, with additional ITSM certifications (e.g. ITIL, ISO 20000) and strong knowledge of SRE principles.
• Bring extensive hands-on experience managing and optimising ITSM frameworks, including incident, problem, change, and service request processes.
• Demonstrated success in implementing and maintaining SRE practices, with a strong grasp of infrastructure performance, monitoring, and automation.
• Skilled in leading high-priority incident response and Level 1 user support, ensuring swift resolution and continuous service improvement.
• Adept at collaborating with cross-functional teams and stakeholders to align IT operations with strategic business goals.
• Proven ability to lead governance, training, and communication initiatives that embed best practices and drive user satisfaction.

Want to know more? apply now!

At Compare the Market and iSelect and 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. We do not offer sponsorship.

Compare the Market and iSelect 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 the Auto & General Holdings Group without your consent.