We are currently seeking an experienced Portfolio Hypercare Manager to join our client, a leading Queensland energy organisation, and play a key role in a major technology transformation program.

Experience within energy, utilities, network operations, operational technology or another safety and reliability-focused environment is essential

The Opportunity:

Working closely with the Portfolio Director, senior leadership team, project teams, operational stakeholders, IT support teams, vendors and business users, you will take ownership of the Hypercare function across multiple implementation waves.

You will establish and maintain a consistent Hypercare framework, ensuring teams are ready for go-live and that operational, technical and business issues are effectively managed through stabilisation and transition into business-as-usual support.

As the central point of coordination between business, technical and vendor teams, you will help minimize operational risk, improve user confidence and adoption, accelerate issue resolution and ensure successful handover into ongoing support.

Key responsibilities include:

- Develop and maintain Portfolio-level Hypercare plans, schedules and support models for each go-live
- Coordinate Hypercare readiness activities across project teams, operational stakeholders, IT support, training teams and vendors
- Ensure support resources, tools, processes and escalation pathways are in place ahead of go-live
- Lead the day-to-day execution of Hypercare across multiple implementation waves
- Coordinate onsite, remote and vendor support resources
- Facilitate Hypercare stand-ups,



operational reviews, triage discussions and decision forums
- Oversee the triage, prioritisation, escalation and resolution of business, technical and operational issues
- Coordinate Level 1, 2 and 3 support activities across internal teams and vendors
- Manage key risks, issues, dependencies and service impacts throughout the Hypercare period
- Develop and maintain Hypercare dashboards, reporting and performance insights
- Provide regular updates and recommendations to senior leadership and governance forums
- Define and assess Hypercare exit criteria
- Coordinate operational handover and secure formal acceptance from business-as-usual support owners
- Prepare close-out reporting, lessons learned and recommendations to improve future implementation waves
- Drive continuous improvement across Hypercare processes, documentation, reporting and governance

About You:

- Demonstrated experience coordinating post-go-live support, operational readiness, service transition or complex technology implementations
- Strong experience leading multidisciplinary teams in complex delivery environments
- Proven ability to establish operating rhythms, governance, reporting and escalation pathways
- Strong experience across IT service management,



incident management, defect management and/or service transition
- Ability to translate technical and operational information into explicit actions and executive-level reporting
- Experience coordinating vendors and working within defined support or service-level arrangements
- Demonstrated experience managing Hypercare or post-go-live support for operational or safety-critical systems
- Comfortable supporting cutover and early Hypercare periods, including after-hours, weekend and on-call requirements when required
- Strong facilitation skills, with the ability to lead stand-ups, triage sessions, decision forums and stakeholder check-ins
- A practical, calm and people-focused approach to supporting teams through operational change
- Experience coordinating multiple overlapping releases or implementation waves will be highly regarded
- Experience with adoption monitoring, training reinforcement and post-go-live change support will be advantageous
- Relevant Project Management accreditation such as PRINCE2 or MSP
- ITIL Foundation or equivalent IT service management accreditation

This role would suit a Portfolio Hypercare Manager / Service Transition Manager / Operational Readiness Lead / Senior Technology Delivery professional who enjoys bringing structure and calm to complex go-live environments and is confident coordinating technical teams, business stakeholders and vendors through the transition into BAU.

For more information, please reach out to Kris Hair from Sharp & Carter *****@sharpandcarter.com.au

📌 Portfolio Hypercare Manager (Brisbane)
🏢 Sharp & Carter
📍 Brisbane