Service Desk & Service Management Lead

Job description

6–8 Month Contract | Adelaide KeyInvest is seeking a Service Desk & Service Management Lead to design and implement a single, enterprise-wide service desk model using JIRA Service Management as the system of record. This is a hands-on transformation role, responsible for building a scalable, controlled and user-friendly service experience across the organisation. About the Role: Reporting to the Chief of Staff and Chief Information Officer, you will lead the end-to-end design and implementation of service management capability, including service journeys, support models and service catalogue design. You will ensure the model is practical, embedded and audit-ready, aligned to regulatory expectations including CPS 230 and CPS 234. This is not a theoretical design role — you will build, implement and embed the solution. Key Responsibilities: Service Desk Design & JIRA Implementation Configure and implement JIRA Service Management as the enterprise platform Design request types, workflows, queues, SLAs and automation Apply “one-time data entry, multiple use” principles End-to-End Service & Process Design: Design end-to-end service journeys (Request → Fulfilment → Closure → Evidence) Tr...