Lead technology operations, service management and continual improvement within a leading research and investment organisation.
Approach are working closely with a leading Federal Government Corporation that invests in research, innovation and industry development across the grains sector.
Its work supports the long-term productivity, sustainability and competitiveness of one of Australia's most important agricultural industries.
The organisation has experienced significant growth in the scale of its investment portfolio, increasing from approximately $242M to almost $320M over the past 1–2 years.
This continued growth is driving greater demand for reliable, secure and well-governed technology services across the organisation.
You will join a highly skilled technology function of approximately 40 senior technology resources, delivering major projects, technology uplifts and ongoing improvements across the organisation.
The opportunity
As Operations & Service Management Lead, you will provide senior leadership across IT operations, service delivery, ITSM governance, supplier performance and operational risk.
Working closely with the Head of Service Delivery and senior technology stakeholders, you will ensure technology services are reliable, resilient, secure and aligned to business requirements.
You will also play a key role in maturing the organisation's operational practices, using data, automation and emerging technologies to improve service performance and customer experience.
Key responsibilities include:
Lead the operational performance and governance of enterprise technology servicesManage service delivery across internal teams, managed service providers and technology partnersAct as the senior operational escalation point for major incidents and critical service disruptionsGovern Incident, Problem, Change, Service Request, Asset, Configuration and Service Level ManagementLead operational risk, service continuity,



disaster recovery and resilience activitiesManage supplier performance against contractual commitments and service levelsUse operational reporting, analytics and performance data to identify trends and drive improvementLead continual service improvement and ITSM maturity initiativesProvide operational recommendations and reporting to senior leadership and governance forumsPromote automation, AI-enabled capabilities and process optimisation across technology operationsMentor and develop operational and service management capability
What we're looking for We are looking for an experienced technology operations or service management leader who can combine strong technical service management capability with the ability to lead people, suppliers and stakeholders.
You will ideally bring:
8+ years' experience across IT Operations, Service Delivery, ITSM or a similar senior leadership environmentStrong ITIL-based service management experienceExperience with ServiceNow (desirable), including ITSM, CMDB and Asset ManagementStrong understanding of Incident, Problem, Change and Service Level ManagementExperience leading enterprise technology operations and service deliveryProven experience managing managed service providers, vendors and SLAsStrong operational risk, resilience and major incident management experienceExperience using service metrics, dashboards and analytics to drive continual improvementThe ability to engage confidently with senior stakeholders and influence across technical and business teamsA genuine focus on customer service, operational excellence and continuous improvement
Why this role?
This is an prospect to join a highly capable technology function at an organisation experiencing genuine growth.
Rather than joining a large technology organisation where responsibilities can become highly segmented, you will work within a small team of senior technology professionals, providing you with significant visibility and influence across the broader technology environment.
If you are an experienced IT Operations, Service Delivery or ITSM leader looking for an opportunity where you can influence operational maturity and make a tangible difference, we'd like to hear from you.
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📌 Operations & Service Management Lead (Canberra)
🏢 Approach Consulting
📍 Canberra