Job Description
Principal IT Service Management
  • Monday to Friday – Perth Airport Location and Moving to West Perth
  • Company contribution to private health insurance
  • Performance, Retention and Profit Share Bonuses
  • Lead the implementation and ongoing improvement of ITIL-based ITSM practices

 

Hancock Iron Ore is seeking an experienced Principal IT Service Management to lead the implementation and ongoing maturity of ITIL-based IT Service Management (ITSM) practices across the organisation. Reporting to the Head of Technology Governance and Planning, you will play a pivotal part in establishing strong service management discipline within Information Management and Technology (IM&T), driving the implementation, training, governance, tracking and reporting of key ITSM processes to ensure consistent, high-quality service delivery.

 

With responsibility for capacity and demand management, the role will ensure that technology services align with business needs while supporting operational excellence and the organisation’s broader digital transformation objectives. Working closely with stakeholders across the business, you will champion continual improvement of service management policies, frameworks and processes, ensuring services are delivered to meet agreed demand and quality expectations while maximising value and maintaining cost-effective outcomes for the business.

 

Duties

  • Lead the implementation and ongoing improvement of ITIL-based IT Service Management practices across IM&T to strengthen service reliability and operational discipline
  • Establish and govern ITSM frameworks, policies and performance measures that enable consistent, high‑quality technology services for the business
  • Take ownership of key ITIL processes, including Incident, Problem, Change, Request, Configuration and Knowledge Management, building capability and supporting process maturity across teams
  • Partner with stakeholders across technology, operations and vendors to embed service management practices that support business priorities and deliver value
  • Develop and deliver training and awareness initiatives that build capability, encourage collaboration and strengthen a culture of service excellence
  • Identify opportunities to improve service performance through better tooling, automation and data‑driven insights while supporting compliance, reporting and licence management

 

Skills and experience

  • Extensive experience in IT Operations, including proven success implementing and maturing ITIL-based IT Service Management practices in complex enterprise environments
  • Strong knowledge of ITIL frameworks (v3 or v4) with relevant certification and hands-on experience managing core ITSM processes
  • Demonstrated ability to drive governance, process adoption and service improvement across diverse technology teams and stakeholders
  • Experience working with enterprise ITSM platforms such as ServiceNow and managing service delivery against defined service levels and operational outcomes
  • Strong stakeholder engagement and communication skills, with the ability to translate service management concepts for both technical and business audiences
  • A relevant degree in technology, business or a related discipline, or significant equivalent industry experience, with a strong focus on service delivery, demand and capacity management

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About Hancock Iron Ore

The world of iron ore is evolving, and so are we. Atlas Iron and Roy Hill have joined forces to become Hancock Iron Ore, building on our combined strengths of resilience and innovation.

Our portfolio of world-class iron ore operations located in West Australia’s Pilbara region has a strong history of delivering reliable products for our customers in key international markets. As one team under Hancock Iron Ore, we have four operating mines: Roy Hill, Miralga Creek, Sanjiv Ridge, and Mount Webber, with McPhee Creek under construction plus a range of exciting development opportunities.

We deliver more than 70 million tonnes of ore each year through our own two-berth port facility at Stanley Point and the multi-user Utah Point in Port Hedland, providing the materials needed to foster global economic growth and development. Leveraging established infrastructure, including our processing plant and 344km independently owned and operated heavy haul railway, our operation oversees each moment from when ore is mined through to when it is shipped.

Perth Remote Operations Facilities

You'll be joining us at our Remote Operations Centre (ROC) where you will benefit from:

  • Free on-site parking 
  • Modern spacious office with break-out facilities
  • In-house café providing variety of food options and barista coffee
  • Flexi Leave 
  • Flexible working hours outside of core business hours
  • Active social club with community events and activities for employees
  • Lifestyle, learning and recreation initiatives, including family events

Equal Opportunity

Hancock Iron Ore is an equal opportunity employer and encourages Indigenous Australians, Veteran personnel and women to apply. We promote cultural diversity, gender equality and non- discrimination. We are proud of our relationships with our Traditional Owners and value the difference these partnerships make to the success of the project and to the lives of the people on whose land we operate.

Application Information

To be eligible to apply for this role you must be legally permitted to work permanently in Australia.

This advertisement will close no later than the Posting End Date specified.  We may close the advertisement early should suitable candidate/s be identified, so encourage prompt applications.

Recruitment Agency submissions will not be considered.
Apply now
Posting End Date:  17/04/2026
Information at a Glance
Business Unit:  Technology
Job Location:  Perth Airport
Posting End Date:  17/04/2026
Apply now

Please note that recruitment agencies are not invited to submit candidates for this position.