1 Senior Service Management Officer

GRDC operates research, development, extension and information dissemination activities across Australia, including in remote locations. Staff are distributed across seven corporate offices but often work remotely in all areas of the country. As a research organisation, GRDC also works with a wide variety of partners and vendors within Australia and internationally and provides services to grain growers around Australia. The organisation requires flexible yet robust infrastructure and technology to enable consistent and high-quality business enabling technology services.

Service Management Officer leads the strategic and operational delivery of service management across the organisation. This role is responsible for ensuring that services are delivered efficiently, meet agreed service levels, and continuously evolve to support business needs. The Service Management Officer drives process maturity and performance management.

Within GRDC, the Service Management Officer fosters a customer‑centric service culture by embedding strong governance, promoting innovation, and ensuring that service management practices enable high‑quality outcomes. The role acts as a central point of coordination for service management activities across the organisation.

• Service Leadership

Develop and implement service management processes aligned with organisational goals and ITIL best practices.

• Drive process maturity to enhance efficiency, reduce service disruptions, and improve user experience.
• Process Optimisation

Own and improve core ITIL processes including Incident, Problem, Change, Request, Asset & Configuration Management and Service Level Management.

• Tool configuration

Ensure the process aligns with the tools configuration and drive the Tool Service Provider to make the relevant changes

• Service Performance & Reporting

Drive KPIs and service metrics; analyse performance data to identify trends, risks, and opportunities for improvement.

• Governance & Compliance

Ensure service operations comply with internal policies, regulatory requirements, and audit standards.

Maintain strong governance practices to support accountability, transparency, and controlled change.