Job Description

Manager, IT Operations & Service Management

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- Manage day-to-day IT service performance, major incidents and continual service improvement
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- 12-month contract + 12-month extension option
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- Canberra based position
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- Must be an Australian Citizen
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Take responsibility for the operational performance of enterprise technology services, working across IT operations, service management, major incidents, supplier performance and continual improvement.

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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.

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The Role

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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.

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Your responsibilities will include:

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- Leading operational performance across enterprise technology services, support teams and managed service providers
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- Providing leadership during major incidents, service disruptions and operational issues
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- Overseeing ITSM practices across Incident, Problem, Change, Service Request, Asset, Configuration and Service Level Management
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- Managing supplier performance, service obligations,



operational risks and improvement activities
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- Using service metrics, operational analytics and performance trends to identify issues and drive continual improvement
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About You

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We're particularly interested in:

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- Robust experience across IT Operations, Service Delivery and IT Service Management
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- Demonstrated experience leading operational teams and developing capability
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- Strong practical knowledge of ITIL and ITSM practices
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- Experience managing major incidents, service performance and operational risks
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- Experience managing technology suppliers, SLAs and service outcomes
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- Practical experience with ServiceNow, including ITSM, CMDB and Asset Management
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- Strong stakeholder management and decision-making skills
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- Experience using operational reporting and service data to drive continual improvement
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Why Consider the Opportunity?

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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.

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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.

📌 Manager, IT Operations & Service Management (Canberra)
🏢 Talent
📍 Canberra