Service Management Team Lead

The Opportunity

At APA, our purpose is to secure Australia’s energy future. We’re not doing it alone. We’re doing it with our customers and communities as Australia’s energy infrastructure partner, a role our unique experience and expertise positions us to play.

Service Management Team Lead

Are you an experienced Service Management leader who thrives on driving operational excellence, resilience, and continual improvement? We're seeking a leader to mature Technology's Service Management capabilities.

About the Role

As the Service Management Team Lead, you'll lead and govern Technology's Service Management function, driving service excellence, operational resilience, and customer-focused outcomes. You'll play a pivotal role in strengthening service maturity, improving operational performance, and ensuring critical technology services are reliable, recoverable, and aligned to business needs.

What You'll Do

• Lead, coach and develop the Service Management team, fostering a high-performing, customer-focused and continually improving culture.
• Govern and continually improve Technology's core Service Management practices, including Incident, Major Incident, Change Enablement, Problem, Request, Knowledge, Configuration, Service Continuity and Service Level Management.
• Lead enterprise Major Incident response, coordinating cross-functional teams, facilitating management and technical bridges where required, and providing clear communications to senior stakeholders.
• Govern Technology's Disaster Recovery and Service Continuity capabilities, including recovery planning, testing, operational readiness, and resilience governance.
• Establish, maintain, and promote Service Management standards, processes and operating procedures, ensuring consistent adoption across Technology and where appropriate across the enterprise.
• Drive service performance, operational health and continual improvement through reporting, insights, trend analysis, and stakeholder feedback.
• Partner with Technology teams, business stakeholders, vendors, and managed service providers to improve service quality, resilience and operational effectiveness.

What You'll Bring

• Extensive experience leading Service Management functions within a complex enterprise environment.
• Strong knowledge of ITIL-based Service Management practices and governance.
• Proven experience leading Major Incident Management and coordinating enterprise response during critical operational events.
• Demonstrated experience governing Disaster Recovery, Service Continuity, and organisational resilience.
• Strong leadership, stakeholder management, and executive communication skills.
• Experience developing and managing high-performing teams and embedding a culture of continual improvement.
• Excellent analytical, problem-solving and decision-making skills, with a focus on measurable business outcomes.
• Experience with ServiceNow or a comparable enterprise IT Service Management platform.
• Experience managing vendors and managed service providers.

Desirable

• ITIL 4 Managing Professional or Strategic Leader certification.
• Knowledge of ISO 20000, ISO 22301 or similar governance frameworks.
• Exposure to Agile, Lean and/or project delivery environments.

Working at APA

At APA, we’re committed to fostering a safe and inclusive workplace where you can achieve your best.

We offer targeted career development programs designed to accelerate your career, competitive remuneration, employee benefits, flexible working arrangements, and wellbeing initiatives are all part of what we’ll offer you. Our inclusive parental leave policy offers 18 weeks of leave, including superannuation, to support parents at work and in life.

We employ around 2,000 people across Australia and are committed to building a high-performing, customer-focused organisation where everyone feels safe, valued, and trusted to perform at their best.

We are APA

At APA, we’re taking on one of Australia’s greatest challenges:​ the energy transition.​ We’re not doing it alone. We’re doing it as Australia’s energy infrastructure partner, a role our unique experience and expertise positions us to play.​

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We proudly own, operate and manage a diverse $20 billion portfolio of assets which deliver essential services to communities and customers across Australia. And we own more than 15,000 kilometres of gas pipelines which deliver energy to households and businesses across every corner of Australia.

As the partner of choice in delivering infrastructure solutions for the energy transition, we’re focused on bundled remote grid energy solutions, electricity and gas transmission, and future energy, including hydrogen and carbon capture and storage.

Our customer focused approach means we understand our customers and offer them reliable, innovative, and cost-effective energy solutions that support their decarbonisation ambitions.

We are committed to securing Australia’s energy future by delivering infrastructure solutions for Australia’s energy transition and supporting the decarbonisation ambitions of our customers and communities.

Join our team and be part of securing Australia’s energy future. We’d love to hear from you.

APA is an equal opportunity employer. The safety, health and wellbeing our people, community and environment a priority. We embrace diversity in our people to ensure our workforce is representative of the communities that we operate in.

Applicants must be eligible to work in Australia to be considered.

This vacancy works with critical APA data, systems or infrastructure and candidates are subject to background vetting (including Police checks) before & during employment.

Role closes on Saturday, 5 September 2026. Role Reference Number: JR4779

APA Group will not accept unsolicited resumes from recruitment agencies.

We will contact successful candidates after the closing date.