Why work for Brennan?
At Brennan, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bring new ideas to the table and see them thrive. Our people are empowered, considerate, supportive, trusting and accepting, they are the cornerstone of the business. Because of this approach, we have become the largest Australian owned systems integrator in Australia and continue to grow.
Brennan offers an excellent remuneration package and benefits including:
- A focus on health and well-being - social club, sporting teams, health checks, poker, trivia nights and more!
- A strong culture underpinned by values that are truly lived every day
- An environment that embraces learning and development of all employees
- Flexibility to work in the way that brings out the best in you
- High levels of reward and recognition for overachieving
The Role
This is a senior customer-facing Service Management role responsible for leading Change Management and driving Service Management outcomes for a strategic managed services customer.
Working from our Brisbane offices you will regularly work on customer site also in Brisbane, so locally based candidates will only be considered.
The primary focus of the role is ownership of the Change Management function, ensuring changes are assessed, authorised, communicated and implemented in a controlled manner that protects service stability and meets customer expectations.
The role also provides leadership and oversight for Problem Management and broader Service Management disciplines, ensuring the MSP consistently delivers against contractual obligations, agreed customer processes and service governance requirements.
Working closely with customer stakeholders, resolver groups, Service Delivery Managers and operational teams, the role drives operational excellence, continual improvement and service maturity across the account.
This role is not a process owner or practice leader. The customer owns the Service Management processes; this role ensures those processes are effectively executed, governed and continually improved within the managed services environment.
Responsibilities
Change Management Leadership
- Lead and operate the Change Management function for the customer account.
- Chair and facilitate Change Advisory Board (CAB) meetings and associated governance forums.
- Ensure changes are appropriately assessed, planned, approved and implemented in accordance with agreed processes.
- Manage change-related risks, conflicts, escalations and service impacts.
- Drive improvements in change quality, success rates and operational outcomes.
- Provide leadership and guidance to technical and operational teams on change governance and best practice.
Problem Management Oversight and Leadership
- Provide oversight and leadership for Problem Management activities.
- Coach and support the Problem Manager to deliver effective outcomes.
- Ensure recurring issues are investigated, root causes identified and corrective actions implemented.
- Drive service stability through proactive problem management and trend analysis.
Service Management Governance and Uplift
- Provide governance and oversight across ITIL-aligned Service Management practices.
- Ensure teams adhere to agreed customer processes, procedures and operational standards.
- Lead service improvement initiatives focused on service quality, efficiency and customer outcomes.
- Facilitate workshops and education sessions to improve service management maturity across resolver groups.
- Act as a senior escalation point for Service Management matters. Promote practical ITIL-aligned ways of working that improve service outcomes without creating unnecessary bureaucracy.
- Support continual improvement initiatives that improve service stability, operational efficiency, customer experience and compliance.
- Ensure Service Management governance supports both operational delivery and contractual accountability.
Customer & Commercial Management
- Build trusted relationships with customer stakeholders.
- Represent the MSP in operational and governance forums.
- Ensure services are delivered in line with contractual obligations and agreed scope.
- Identify and manage risks associated with service delivery, governance and compliance.
- Work closely with Service Delivery Managers and account leadership to ensure alignment between customer expectations, operational delivery and contractual commitments.
Knowledge & Operational Excellence
- Ensure procedures, work instructions and knowledge articles are maintained and remain fit for purpose.
- Promote knowledge sharing and operational consistency across support teams.
- Support the effective use and continual improvement of the ITSM platform, including Cherwell.
Skills/Experience
Essential
- Significant experience in ICT Change Management within enterprise or managed services environments.
- Strong knowledge of ITIL-based Service Management practices.
- Demonstrated experience leading Change Advisory Boards and managing complex change environments.
- Experience with Problem Management and service improvement initiatives.
- Strong stakeholder management and customer engagement skills.
- Experience working within contractual service delivery environments.
- Ability to drive outcomes and influence teams without direct authority.
- Strong analytical, governance and reporting capabilities.
- Experience using enterprise ITSM platforms.
Desirable
- Experience with Cherwell and/or ServiceNow or other ITSM tools.
- ITIL 4 certification.
- Experience in managed services or SIAM environments.
- Experience delivering service management maturity or transformation initiatives.
