{"id":529862,"url":"https://alion.io/job/bapcor-limited-itsm-continuous-process-improvement-lead","title":"ITSM & Continuous Process Improvement Lead","company":{"id":4905,"name":"Bapcor Limited","domain":"bapcor.com.au","url":"https://alion.io/company/bapcor","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":19,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Notting Hill, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":76000,"max_usd":193000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2629},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-09-08T05:10:16Z","employer_posted_date":"2026-09-08","last_verified_at":"2026-10-29T18:41:37Z","board_verified":true,"closed_at":null,"days_open":51,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":51},"description":"You may not have heard of Bapcor, but you will know our brands.\nOur businesses - including Burson, Autobarn, Midas, Truckline, BNT and JAS - are inside cars, on four-wheel drives and all over trucks.\nWe are an ASX listed company whose business spans the end-to-end aftermarket supply chain covering trade, retail, networks and service.\nIn joining our team, you’ll be welcomed into a supportive business with more than 900 locations and 5,000 team members across Australia, New Zealand and Thailand.\nWe are committed to creating a safe, inclusive environment where our people can thrive and do their best work.\nWe’re also passionate about our delivering for our customers, and living our values of:\nWe do the right thing\nWe are in it together\nWe give a damn\nWe get it done\n We are seeking an experienced ITSM & Continuous Process Improvement Lead to play a critical role in driving service delivery excellence across Bapcor's Technology function.\nReporting to the GM Technology Operations, this role will own the evolution of our IT Service Management capability, with a strong focus on ServiceNow, process optimisation, automation, service excellence and continuous improvement.\nActing as the Product Owner for ServiceNow, you will partner closely with Technology leaders, operational teams, service providers and business stakeholders to improve service delivery, uplift ITSM maturity and embed scalable, efficient ways of working.\nThis is an ideal opportunity for someone who combines deep ITSM expertise with a passion for process improvement, automation and delivering outstanding customer experiences.\nKey Responsibilities\nOwn and manage Bapcor's ITSM platform (ServiceNow), including roadmap development, backlog prioritisation, enhancements, governance and continuous improvement.\nDrive the uplift of ITSM maturity by establishing, maintaining and improving service management processes, procedures and governance frameworks.\nLead continuous improvement initiatives that streamline workflows, increase automation and improve service delivery outcomes.\nPartner with Technology teams and stakeholders to identify opportunities for improved efficiency, productivity and customer experience.\nOversee ServiceNow reporting, dashboards and performance metrics, ensuring actionable insights are available across the Technology function.\nWork closely with ServiceNow partners and vendors to deliver system enhancements, upgrades, integrations and new capabilities.\nDevelop and maintain process documentation, training materials and knowledge resources to support adoption and capability uplift.\nChampion innovation by leveraging automation, integrations and emerging technologies to enhance service management outcomes.\n You are a highly motivated ITSM professional who thrives on improving processes, driving change and enabling high-performing service teams.\nYou will bring:\n7+ years' experience in IT Service Management, Service Delivery, IT Operations, LEAN or Continuous Improvement roles.\nProven experience improving ITSM maturity and implementing service improvement initiatives.\nStrong ServiceNow experience, ideally as a Product Owner, Platform Owner or Process Lead.\nITIL 4 or 5 certification (or equivalent).\nExperience developing ITSM processes across Incident, Problem, Change, Request and Knowledge Management disciplines.\nStrong understanding of workflow design, automation and service optimisation.\nExcellent stakeholder engagement and communication skills.\nStrong analytical and problem-solving capability with a customer-first mindset.\nHighly Regarded\nExperience leading ServiceNow enhancements, integrations and platform governance.\nExperience within enterprise-scale or multi-site environments.\nExposure to Lean, Continuous Improvement or Process Excellence methodologies.\n Why join Bapcor?\nAt Bapcor, we focus on what matters most for our customers, team members and the communities we serve.\nWe go the extra mile to get the job done and always live our values.\nIn joining our team, you can access:\nDiverse career opportunities within the Bapcor Group\nDiscounts across Bapcor products and services, including our Retail and Trade brands\nIndustry leading policies to support your work/ life balance (gender neutral parental leave, purchase leave, volunteer leave etc)\nPaid birthday leave\nWellbeing support\nNovated leasing and more\nWe pride ourselves on our inclusive work environment, and encourage applications from people of all ages, cultures, gender identity, abilities and backgrounds, providing a recruitment experience that’s fair, free from bias and accessible. If you need to inquire about reasonable accommodation for the application process, please email \nNo Recruitment Agencies Please!\nWhile we understand that recruitment agencies would love to offer their support, we kindly request all agencies to refrain from contacting us regarding this job posting. 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