About the Role
The Service Operations Lead governs, supports, and enhances the end‐to‐end operational processes and procedures including the service management practices and framework. The role will build and cultivate strong connections within the team and wider business to ensure consistent service delivery. They will achieve this by collaborating cross‐team to regularly review services to ensure they are fit for purpose and delivering to agreed business outcomes.
Additionally, the role will ensure that the IT Service Continuity processes and functions are governed, managed, and delivered by our technology teams and partners to agreed levels with the intention of protecting and minimising impact to the business. The role will act as the interface for disaster and resilience across the business, regularly engaging with stakeholders across the business, risk, and technology teams to deliver resiliency across critical systems and infrastructure.
Key Responsibilities
Lead, develop and coach a team of service operations and service management professionals.
Manage, monitor and report on key service levels, KPIs and metrics agreed with Technology teams, stakeholders and senior management, taking action when tolerances are exceeded.
Be responsible for management of the ITSM Tool as well as the governance and execution of IT Service Management practices and frameworks across Incident, Problem and Change.
Analyse current processes, systems and controls, identifying and implementing opportunities to improve quality, reduce risk and optimise operational efficiency.
Maintain documentation for processes, procedures, standards and policies that relate to the service operations domain.
Define, develop and implement the Disaster Resilience strategy and principles across Wealth in line with best practice, and lead annual Disaster Resilience simulations.
Qualifications




Bachelor degree, or equivalent, with technical learning skills accumulated from the workplace.
Experience in managing service operations, preferably in a supervisory or managerial role.
Excellent leadership and team management skills, with the ability to motivate and inspire a team.
Robust communication and interpersonal skills, with the ability to collaborate with various stakeholders and communicate effectively with both technical and non‐technical audiences.
Ability to work in a fast‐paced environment, manage multiple priorities, and adapt to changing technology requirements.
Ability to work collaboratively with other departments and senior management.
Knowledge of service management frameworks and service delivery.
Experience with service management tools, such as ServiceNow.
Strong knowledge of disaster resiliency principles, best practices and regulations.
Poise and ability to act calmly and competently in high‐pressure, high‐stress situations.
ITIL Certification.
Benefits
More Time Off for What Matters: Enjoy up to 6 weeks of leave.
Base yourself in our state‐of‐the‐art, central Sydney office.
Join a supportive and collaborative team.
Work from anywhere in Australia for up to one month each year.
An annual allowance to empower you to prioritise your personal wellbeing.
Study support and commitment to supporting professional development.
We're committed to creating an inclusive workplace where diversity is celebrated; no matter your background or circumstances, we aim to provide an environment where you can thrive.
How We Work
Our unique culture is underpinned by our three organisational behaviours – Stretch, Own it, Make an impact – which drive our approach to day‐to‐day interactions with colleagues and clients, the way we approach decision‐making, the questions we ask and the problems we solve.
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📌 Service Operations Lead, Perpetual Wealth Management (New South Wales)
🏢 Perpetual
📍 New South Wales