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)
- Translate policy, uplift artefacts and requirements into operational workflows
- Improve efficiency by reducing friction and cognitive load
L1 / L2 / L3 Support Model
- Define and map support structures across all applications and services
- Establish clear escalation paths and ownership across internal teams and vendors
Service Catalogue & Prioritisation
- Develop and maintain a prioritised service catalogue
- Sequence rollout based on risk, value and business priorities
- Align with broader shared services uplift initiatives
Implementation & Embedment
- Roll out services in controlled, phased waves
- Support change, training and adoption across the organisation
- Ensure the model is sustainable and owned by BAU teams post-delivery
What You Bring
You are a hands-on service management leader with a track record of delivering enterprise service desk or shared services implementations.
You will demonstrate:
- Strong experience with JIRA Service Management (configuration and rollout)
- Proven delivery of service desk / ITSM implementations
- Expertise in end-to-end service design and process mapping
- Ability to translate policy, risk and regulatory requirements into workflows
- Strong stakeholder engagement across business, technology and vendors
- Ability to deliver in fast-paced, time-boxed environments
Highly Regarded
- Practical experience with ITIL (ITIL-lite approach)
- Experience designing shared services or enterprise service desks
- Exposure to financial services or regulated environments
- Understanding of audit, controls and evidence-based delivery
Tools & Environment
- JIRA Service Management
- Confluence / SharePoint
- Visio or service blueprinting tools
- Microsoft 365 / Teams
Why Join KeyInvest
- Lead the delivery of a core enterprise capability
- Play a key role in a high-impact transformation program
- Work closely with executive leaders and cross-functional teams
- Deliver outcomes that improve efficiency, control and user experience
