Manager, IT Operations & Service Management
- Manage day-to-day IT service performance, major incidents and continual service improvement
- 12-month contract + 12-month extension option
- Canberra based position
- Must be an Australian Citizen
Take responsibility for the operational performance of enterprise technology services, working across IT operations, service management, major incidents, supplier performance and continual improvement.
You’ll lead and develop the operational team while remaining close to day-to-day service performance, working with internal stakeholders and technology partners to resolve issues, improve service outcomes and build greater operational maturity.
The Role
As the Manager, IT Operations & Service Management, you’ll provide leadership and governance across technology operations and service performance, ensuring services remain reliable, resilient and aligned with business requirements.
Your responsibilities will include:
- Leading operational performance across enterprise technology services, support teams and managed service providers
- Providing leadership during major incidents, service disruptions and operational issues
- Overseeing ITSM practices across Incident, Problem, Change, Service Request, Asset, Configuration and Service Level Management
- Managing supplier performance, service obligations, operational risks and improvement activities
- Using service metrics, operational analytics and performance trends to identify issues and drive continual improvement
About You
We’re particularly interested in:
- Strong experience across IT Operations, Service Delivery and IT Service Management
- Demonstrated experience leading operational teams and developing capability
- Strong practical knowledge of ITIL and ITSM practices
- Experience managing major incidents, service performance and operational risks
- Experience managing technology suppliers, SLAs and service outcomes
- Practical experience with ServiceNow, including ITSM, CMDB and Asset Management
- Strong stakeholder management and decision-making skills
- Experience using operational reporting and service data to drive continual improvement
Why Consider the Opportunity?
This role gives you the opportunity to take ownership across a broad IT operations and service management remit, rather than being limited to a single ITSM process or service area.
You’ll stay close to day-to-day service delivery while having the scope to improve how services are managed, develop the team and drive practical improvements across processes, suppliers and the broader technology environment.
Interested?
Click APPLY to send through your resume. If your experience aligns, I’ll be in touch to talk you through the opportunity, provide further context on the role and working environment, and discuss the submission process and next steps.
For a confidential discussion, contact Jaela Smith at Talent International on 0480 806 146 or jaela.smith@talentinternational.com.
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