Senior Manager - Applications and Digital Service Management

·         We deliver the world’s most complex projects.

·         Work as part of a collaborative and inclusive team .

·         Enjoy a varied & challenging role.

Building on our past. Ready for the future

Worley is a global professional services company of energy, chemicals and resources experts headquartered in Australia.

Right now, we’re bridging two worlds as we accelerate to more sustainable energy sources, while helping our customers provide the energy, chemicals and resources that society needs now.

We partner with our customers to deliver projects and create value over the life of their portfolio of assets. We solve complex problems by finding integrated data-centric solutions from the first stages of consulting and engineering to installation and commissioning, to the last stages of decommissioning and remediation. Join us and help drive innovation and sustainability in our projects. 

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The Role

As a Senior Manager,Applications with Worley, you will work closely with our existing team to deliver projects for our clients while continuing to develop your skills and experience etc….

Duties and responsibilities:

·         Lead knowledge management strategy and implementation, facilitating seamless access to information and continuous improvement.

·         Govern digital content and experiences to ensure accuracy, relevance, quality, and user-centric interactions.

·         Lead automation and AI-enabled self-service initiatives for efficient, independent issue resolution.

·         Develop and enforce governance frameworks, policies, and compliance standards across digital operations.

·         Drive strategic planning, design, and governance of the digital services catalog to enable self-service and automated request fulfilment objectives.

·         Establish and maintain a taxonomy framework for digital assets and services.

·         Ensure systematic categorization to improve discoverability and scalability.

·         Support consistent labeling, classification, and retrieval of digital content.

·         Adapt the taxonomy framework to evolving business needs and digital offerings.

·         Conduct regular reviews to align taxonomy with business objectives and user requirements.

·         Engage and align stakeholders across functions to support digital strategies and governance.

·         Analyze and optimize processes for improved service delivery and business performance.

·         Lead and empower cross-functional teams to deliver targeted service improvements, continuously advancing user-focused capabilities.

·         Leverage data analytics to drive informed decisions that enhance user experiences and business outcomes.

·         Establish and uphold configuration management frameworks designed to maximize business value

·         Create ROI by bringing in new features from SN platform to increase productivity and efficiency.

·         Champion rigorous user research to drive meaningful solutions

Prioritize, clarify, and guide the understanding of user stories, recommending the most effective tools and methods to deliver impactful, user-centric solutions.

About You

To be considered for this role it is envisaged you will possess the following attributes:

·         Educational Background: Bachelor’s degree or higher in Information Management, Computer Science, Digital Experience, or a closely related field.

·         Professional Experience: Minimum of 10 years in service management governance roles, with a proven track record of leading strategic planning, process optimization, and cross-functional digital initiatives on ServiceNow platform.

·         ServiceNow Expertise: Extensive, hands-on experience with the ServiceNow platform, including deep knowledge of its architecture, core modules, integration capabilities, and best practices for configuration management and service catalog design.

·         Methodologies: Strong familiarity with ITIL framework, Agile methodologies, and DevOps practices, with demonstrated ability to apply these frameworks to drive service improvements and business outcomes.

·         Certifications: ITIL V4 Foundation is required. ServiceNow CSA & CIS – ITSM will add advantages.

·         Analytical Skills: Ability to leverage data analytics to inform decision-making and enhance user experiences and business performance.

·         Stakeholder Engagement: Proven experience engaging, aligning, and influencing stakeholders across multiple functions to support digital strategies and governance.

·         Leadership: Demonstrated competency in leading and empowering cross-functional teams to deliver targeted, user-focused service improvements.

Moving forward together

We want our people to be energized and empowered to drive sustainable impact. So, our focus is on a values-inspired culture that unlocks brilliance through belonging, connection and innovation.

We’re building a diverse, inclusive and respectful workplace. Creating a space where everyone feels they belong, can be themselves, and are heard.

And we're not just talking about it; we're doing it. We're reskilling our people, leveraging transferable skills, and supporting the transition of our workforce to become experts in today's low carbon energy infrastructure and technology.

Whatever your ambition, there’s a path for you here. And there’s no barrier to your potential career success. Join us to broaden your horizons, explore diverse opportunities, and be part of delivering sustainable change.

Worley takes personal data protection seriously and respects EU and local data protection laws. You can read our full Recruitment Privacy Notice Here.

Please note: If you are being represented by a recruitment agency you will not be considered, to be considered you will need to apply directly to Worley.