Job Description
We are seeking an experienced ICT Manager - Operations & Service Management to lead the operational governance, performance, resilience and continual improvement of enterprise technology services within a complex organisation.
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This is an excellent prospect for a senior IT Operations or Service Delivery professional who enjoys leading operational excellence, managing service providers, driving ITSM maturity and ensuring technology services deliver measurable business outcomes.
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About the Role
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Reporting into senior technology leadership, you will be responsible for the operational management and governance of enterprise technology services, ensuring they remain reliable, secure, efficient and aligned to business needs.
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You will work closely with internal technology teams, business stakeholders, managed service providers and technology partners to deliver high-quality services, manage operational risk, improve service performance and drive continual service improvement initiatives.
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Key Responsibilities
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Lead operational service delivery across enterprise technology environments.
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Act as the senior operational escalation point for major incidents and service disruptions.
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Oversee Incident, Problem, Change, Request, Asset, Configuration and Service Level Management practices.
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Drive service performance, operational resilience and continual service improvement initiatives.
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Manage operational relationships with managed service providers and technology vendors.
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Lead service review meetings and governance forums.
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Monitor operational metrics, dashboards, KPIs and reporting to identify trends and improvement opportunities.
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Support service continuity, disaster recovery and operational readiness activities.
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Ensure compliance with technology governance, security, audit and risk requirements.
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Promote a culture of service excellence, accountability and continuous improvement.
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Skills & Experience
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We're looking for candidates who can demonstrate:
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ITIL & ServiceNow CSA certifications are highly desired
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Strong experience leading IT Operations, Service Delivery or Service Management functions within medium to large enterprise environments.
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Deep understanding of ITIL-based service management practices.
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Experience managing Incident, Problem, Change, Configuration and Service Level Management processes.
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Proven experience managing vendors, managed service providers and service performance against contractual obligations and SLAs.
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Experience driving operational governance, reporting and ITSM maturity improvements.
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Strong stakeholder engagement and leadership capability across technical and business audiences.
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Experience analysing service metrics and using data to drive operational improvements.
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Exposure to ServiceNow, CMDB, Asset Management and enterprise technology platforms.
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Experience with Microsoft 365, Azure, Intune or similar enterprise technologies would be highly regarded.
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📌 Information Technology Operations Manager (Canberra)
🏢 Elysium Digital
📍 Canberra