Product Manager, IT Services Management

• Permanent Full Time
• $128,900 + super
• Footscray location | hybrid

About Greater Western Water

We’re water… and more.

GWW is a Victorian government owned water corporation that provides an essential service to some of the fastest-growing communities in Australia, stretching from Melbourne’s CBD to Lancefield in the north and Bacchus Marsh in the west. Click here to learn more

Benefits

• We embrace flexibility and connection with a balance of on-site and WFH
• Free onsite parking (subject to availability)
• Gender neutral, 16-week parental leave available from commencement
• Monthly work life balance day off to treat yourself (if full-time)
• Free income protection and salary continuance insurance
• Access to corporate health insurance deals with major providers
• Wellbeing, prayer, and sensory rooms in the Footscray and Sunbury office

The opportunity

The Product Manager – IT Services Management will be responsible for maintaining GWW’s IT and digital asset CMDB across servers, cloud, networks, applications, platforms, products, and services; overseeing the full ITSM platform lifecycle—including configuration, upgrades, integrations, and operational stability; collaborating with business units to translate requirements into effective ITSM solutions; serving as the primary liaison between IT, vendors, and stakeholders for ServiceNow projects and BAU activities; driving initiatives to streamline and optimise processes, workflows, reporting, automation, and platform capabilities; ensuring governance, compliance, and best practices for ITSM tools such as ServiceNow and JIRA; and managing administration, reporting, dashboards, and third-party API integrations to support continuous improvement.

Responsibilities

• Deliver timely, accurate ITSM solutions and critical support services while monitoring customer satisfaction through professional stakeholder engagement and continuous feedback.
• Review and improve policies, procedures, and ITSM processes to align with business needs, ensuring effective documentation, knowledge transfer, and integration with other technology solutions.
• Ensure all responsibilities and enhancements comply with organisational policies, performance standards, and governance requirements.
• Proactively problem-solve and collaborate with internal teams, technology partners, and vendors to implement upgrades, workflows, and data improvements across ITSM platforms.
• Translate business needs into functional ITSM requirements, collaborating with stakeholders to gather, define, and prioritise solutions and improvements.
• Manage ITSM incidents, requests, changes, and escalations with external Managed Services in line with SLAs.
• Provide specialist guidance, end-user training, and documentation on ITSM capabilities, configurations, and best practices.
• Drive process improvements, participate in projects, upgrades, and integrations, and ensure compliance with governance and statutory requirements.

Skills & Experience

• Tertiary qualification in Information Technology, Computer Science, Business, or a related field or discipline.
• Certification in ITIL.
• 3+ years’ experience managing ServiceNow platforms and modules, including enhancements, integrations, upgrades, reporting, dashboards, automation, and Jira administration with API integrations.
• Deep knowledge of ITIL frameworks, technology architecture practices, and governance methodologies.
• Strong skills in stakeholder engagement, business analysis, requirements elicitation, and process/requirement mapping with clear visualisation and documentation.
• Excellent analytical, problem-solving, communication, collaboration, and advanced MS Office 365 capabilities.

See yourself thrive

Our vision for GWW is Thriving People and Country. We aim to be as diverse as the communities we serve and are deeply committed to building a workplace where everybody thrives. We’re supportive, inclusive, and friendly, and value everyone for who they are and what they can bring.  

We’re seeking applicants across all cultural backgrounds, genders, and abilities, and will make reasonable adjustments as required, so please talk to us about what you need.

Don’t meet every single requirement? If you’re excited about this role, we encourage you to apply.

Don’t delay your application, include your resume, and cover letter (no more than 1 page), shortlisting will commence early!

The successful candidate will be required to complete pre-employment checks, including reference checks, medical assessments, a national police check, and verification of working rights in Australia.

Applications close: 11:59 pm Wednesday 22 October