Itil Service Level Manager jobs

Better begins here

Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating fun, memorable, world-class experiences for our guests and our people. We value passion, optimism, and an appetite for change - for the better. Here, you’ll be part of the team, empowered to explore more, experience more and supported by your leader to grow and develop.

The Opportunity

Crown Technology is entering a major new chapter. We're looking for a Head of Service Management & Vendor Operations to own that relationship from the ground up.

You'll be the single point of accountability between Crown and our MSP partner — leading the transition, then owning the ongoing governance, performance and commercial management of the arrangement across all three Crown properties (Melbourne, Sydney, Perth).

It's a role built for someone who wants real ownership rather than layers of process. There's no team sitting beneath you — this is you, embedded in the detail, working directly alongside the vendor and Crown's technology leadership to make the partnership work.

What You'll Do

• Lead the transition. Own the mobilisation of all four workstreams from Crown's internal teams to the MSP, including knowledge transfer, cutover planning and go-live readiness.
• Be the primary interface with the MSP. Chair governance forums, hold the vendor to account against SLAs, KPIs and contractual commitments, and build a partnership that gets stronger over time.
• Manage it both ways. When the vendor flags a genuine issue on Crown's side — a system that's unreliable, access that's not working — you'll be the one who takes that back into the business and gets it fixed. T
• Own the commercials . Manage contract variations, invoicing, scope changes and renewal planning, and support budgeting and forecasting across the outsourcing arrangement.
• Drive service outcomes. Oversee ITIL-aligned incident, problem, change and request management delivered by the MSP, and report transparently to senior technology leadership on performance, risk and value.
• Get into the detail. When something's not working, you won't be managing it from a distance — you'll be learning the service alongside the vendor and figuring out the fix together.

What You'll Bring

• Proven experience managing large-scale managed service provider or outsourcing relationships, ideally across multiple service towers.
• Strong grounding in ITIL service management practices — ITIL Foundation required, Expert/Managing Professional highly regarded.
• A track record of leading outsourcing transitions: mobilisation, knowledge transfer, parallel running and stabilisation.
• Confidence managing the commercial side of vendor contracts — variations, invoicing validation, renewal negotiations.
• A genuinely hands-on mindset. This role suits someone who'd rather roll up their sleeves and solve a problem with the vendor than escalate it and wait — willingness matters as much as prior expertise.
• Comfort operating without a team beneath you — this is an individual expert role with real autonomy and real accountability.
• Ability to obtain and maintain the relevant Casino Special Employee Licence(s) as required by jurisdiction (VCGLR, NSW L&G, DLGSCI).

On top of exciting career possibilities, we offer better exposure to experiences and learning. To see our range of benefits and opportunities visit Crown Resorts Careers.

Our Crown Community celebrates uniqueness and embraces diversity. We welcome the creativity, insights and experiences from people of different race, age, religion, cultural background, gender, people with disability, people who identify as LGBTIQ+ and Aboriginal and Torres Strait Islander; people like you.