The ICT Operations Manager leads enterprise ICT service delivery with a strong focus on service quality and standards, governance, risk, reporting and continuous improvement. The role requires leadership across a complex and dynamic service environment, comprising internal delivery and governance teams and external managed service providers, working on a range of competing priorities, deliverables and initiatives. Working with teams and providers, daily tasks include supporting ITIL‑functions of Change, Incident and Knowledge Management, Disaster Recovery and delivery of small‑scale infrastructure projects. The ability to manage multiple initiatives, a diverse team and comfortably engage with executives, business stakeholders and technical specialists is essential.

In this role you will

- Lead day‑to‑day ICT service delivery and operational performance, including regular oversight of incident, request, change, problem and service management activities across internal teams and managed service providers, as well as delivery of infrastructure and end‑user computing.
- Manage a small team and provide clear direction, prioritisation and quality assurance in a fast‑paced workplace requiring sound judgement, stakeholder management and the ability to balance competing operational and strategic demands.
- Monitor and check reporting on service levels, operational risks, issues, trends and improvement opportunities using enterprise ITSM and reporting tools, and contribute to governance forums and assurance activities on a regular basis.
- Work closely with business areas, executives, technical specialists and vendors to coordinate service outcomes, resolve complex issues and support delivery of ICT improvements and organisational priorities.
- Exercise financial and contractual responsibilities as required, including oversight of work orders,



service commitments and provider performance in line with delegated authority.
- Deliver value to the organisation by leading and contributing to small‑scale projects that improve ICT services, operational efficiency and business outcomes.
- Lead major incident management and disaster recovery activities, including participation in on‑call escalation arrangements to support service continuity and timely resolution of critical issues.

To be successful in the role you will

- Possess strong leadership and management skills, with the ability to set priorities, guide a diverse team and maintain focus on service quality, accountability and results.
- Demonstrate sound judgement, initiative and resilience in managing complex operational issues, competing priorities and stakeholder expectations with limited direction.
- Communicate with influence and build effective working relationships across business and technical areas to support collaboration, service improvement and delivery outcomes.

Required skills, knowledge, experience and/or qualifications

- At least 5 years’ experience in ICT service management and/or service delivery oversight, preferably within a complex government or enterprise environment.
- Demonstrated understanding of ITIL principles, ICT environments and supporting infrastructure, with the ability to apply this knowledge to service management decision‑making and continuous improvement activities.
- Experience working with managed service providers and applying service management frameworks, reporting and governance practices to drive operational performance.

Eligibility

- Be an Australian Citizen at the closing date of application.
- The successful applicant must be able to obtain, hold and maintain a security clearance of an appropriate level relevant to this role.
- Commencement of employment is subject to the successful applicant undergoing and satisfying pre‑employment screening, which includes a police history check.

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📌 ICT Operations Manager (Canberra)
🏢 Geoscience Australia
📍 Canberra