Job Description
Manager, IT Operations & Service Management
Manage day-to-day IT service performance, major incidents and continual service improvement
12-month contract + 12-month extension option
Canberra based position
Must be an Australian Citizen
Take responsibility for the operational performance of enterprise technology services, working across IT operations, service management, major incidents, supplier performance and continual improvement.
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.
The Role
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.
Your responsibilities will include:
Leading operational performance across enterprise technology services, support teams and managed service providers
Providing leadership during major incidents, service disruptions and operational issues
Overseeing ITSM practices across Incident, Problem, Change, Service Request, Asset, Configuration and Service Level Management
Managing supplier performance, service obligations,



operational risks and improvement activities
Using service metrics, operational analytics and performance trends to identify issues and drive continual improvement
About You
We're particularly interested in:
Strong experience across IT Operations, Service Delivery and IT Service Management
Demonstrated experience leading operational teams and developing capability
Strong practical knowledge of ITIL and ITSM practices
Experience managing major incidents, service performance and operational risks
Experience managing technology suppliers, SLAs and service outcomes
Practical experience with ServiceNow, including ITSM, CMDB and Asset Management
Strong stakeholder management and decision-making skills
Experience using operational reporting and service data to drive continual improvement
Why Consider the Opportunity?
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.
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 workplace.

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