Align Talent are partnering with an established organisation that runs a predominantly outsourced technology model.
This role is the internal service owner for corporate technology - end-user computing, Microsoft 365, endpoint management and workplace technology. The routine hands‐on support is delivered by a managed service provider, and this role owns the outcome of it. You will report directly to the Head of Technology.
Most of your time goes into the supplier relationship - service reviews, escalations, recurring issues, major incident coordination - alongside operational controls, asset and lifecycle governance, and reporting service performance to senior leadership. You'll work closely with the Engineering, Cyber Security and Data functions to keep services secure and fit for purpose.
This is a role for someone who knows infrastructure and end‐user technology well enough to challenge a provider on the detail, and who measures success by whether the outcome landed rather than by how much they fixed themselves. There are no direct reports, so influence comes from how well you hold suppliers and stakeholders to account.
Key responsibilities
Own service outcomes across end-user computing, Microsoft 365, endpoint management and workplace technology
Own the operational relationship with the managed service provider and other technology suppliers
Monitor service levels, recurring issues and improvement actions, and hold providers accountable for what was agreed
Lead service reviews, escalations and major incident coordination
Ensure operational controls are in place for monitoring, patching, backup,



recovery and support
Govern technology assets end-to-end, including allocation, refresh, return and disposal
Oversee the technology side of onboarding, role changes and offboarding
Produce reporting on service performance, incidents, assets, risks and improvement activity
About you
Comfortable holding a supplier to account without needing to take the work back in-house
Technically credible enough to question what you're being told
Organised and structured, with a practical continuous-improvement mindset
Commercially aware, particularly around licensing and supplier value
Strong escalation and stakeholder skills - able to stay calm when something is on fire
Looks for the opportunity to automate or simplify rather than accepting how it's always been done
Essential experience
ITIL certification or equivalent service-management experience
Demonstrated experience managing or governing outsourced technology providers, with accountability for the outcome rather than the delivery (non-negotiable)
An infrastructure or end-user technology background strong enough to understand and challenge technical issues, without needing to perform routine administration yourself (non-negotiable)
Strong working knowledge of incident, problem,



change, request and service-level management
Practical knowledge of Microsoft 365, endpoint management, identity and modern workplace technology
Experience with technology asset and lifecycle management
Around 7+ years in technology operations, IT service management or managed service delivery
Desirable
Experience with Freshservice or a comparable ITSM platform
Familiarity with Microsoft Intune, Entra ID and Azure
Exposure to resilience, technology risk or compliance frameworks
We're also particularly keen to speak with people who have managed or led cyber security as part of a broader technology remit
Why you'll want to join
A lean technology setting where strong execution gets noticed
Genuine autonomy to improve service quality, strengthen controls and drive automation
Visibility with senior leadership and governance forums
Exposure across cyber security, engineering, cloud, data and technology governance
Clear ownership of a service, with the influence that comes with it
Additional information
Melbourne CBD based, hybrid working
Permanent full-time
No direct reports
Align Talent is committed to connecting great candidates with opportunities where diverse perspectives are valued. Teams with different ideas and experiences are more creative, effective, and innovative. If this role excites you but you don't meet every point on the job description, applications from all qualified candidates are encouraged - skills, curiosity, and enthusiasm matter most.
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📌 Technical Operations Lead (Melbourne)
🏢 Align Talent
📍 Melbourne