We’re BDO, a global professional services firm connected to local markets. Our people work together to provide specialist expertise, helping businesses achieve their goals. We inspire others, to go further. We create together, to reach higher. We build trust, to lead purposefully. Whether you're building your future or starting your career with us, you won’t do it alone. From creating solutions for our clients to building careers for our people, we shape what matters , and that’s where you come in. About the Role BDO is seeking a Manager – Service Performance to lead and uplift service management maturity across the firm. Reporting to the Head of IT Operations and Service Delivery, this role owns national service quality, ITSM practice governance and Major Incident Management (business coordination and communications). You’ll lead BDO’s Service Management Office (SMO) and drive a multi‑year ITSM maturity roadmap, with a strong focus on transparency, consistency and experience. A key outcome is a modern, self‑service and knowledge‑led operating model supported by meaningful service performance reporting. About the Team The Service Management Office sits within BDO’s Shared Services Technology function and partners closely with Cloud Operations, Cloud Engineering, Workplace Experience, Security, Procurement, Applications and Product teams. The team enables consistent service delivery through strong ITSM practices, ServiceNow governance and continual improvement. Key Responsibilities Own and mature ITSM practices including Incident, Problem, Change, Request, Knowledge, Service Catalogue and Continual Improvement Lead the Service Management Office and govern the ServiceNow platform roadmap Own Major Incident Management communications and post‑incident reviews Establish and report on service performance metrics (SLAs, MTTR, backlog, trends, CSAT) Drive CMDB/CSDM governance and service mapping in partnership with Asset & Configuration Uplift self‑service, knowledge management and automation capabilities Lead continual service improvement initiatives informed by data and stakeholder feedback Ensure ITSM controls and artefacts support audit, risk and compliance requirements Qualifications, Experience and Skills Tertiary qualification in IT or equivalent experience ITIL v4 Foundation required; advanced ITIL and ServiceNow certifications highly desirable Proven experience owning ITSM practices and improving service maturity in enterprise environments Strong background in ServiceNow governance, reporting and platform value realisation Experience leading Major Incident communications and stakeholder engagement Confident people leader with strong analytical, communication and change‑leadership skills Why BDO? Working for BDO you will be part of a growing and market leading professional services firm. Our national and global footprint provides our people with opportunities to work on interesting client engagements, across diverse industry sectors and services. Our open and collaborative culture ensures access to Partners and professional mentors, to guide and accelerate your professional career, across a wide array of career pathways. We provide our people with various health and wellbeing, social, financial, and professional development benefits to help realise what’s possible. Participate in fitness challenges or take advantage of exclusive discounts to corporate health insurance, gym memberships and wellness facilities via our BWell program. Access benefits such as travel perks, retail discounts, employee referral rewards, study, and professional development support. Our leave options cater to the unique needs of our people; and include enhanced family support, cultural and religious leave, and options to purchase additional leave. You can also give back and get involved in community initiatives via our BCaring program. With a strong focus on learning and growth, we provide on the job training and formal development programs to help you succeed in your role and develop your skills and experience. Our culture is underpinned by our core values (One, Bold, Human, Heart and Strive). We are proud to be recognised as an Inclusive Employer for 2025-2026 by Diversity Council of Australia and a 2024-2025 Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA). BDO is committed to inclusive and accessible recruitment practices. If you require any reasonable adjustments to support your application or interview process, we encourage you to contact our Talent Acquisition team at recruitment@bdo.com.au
