The role leads the operation of a 24/7 Command Centre and Service Desk, ensuring effective monitoring, coordination, and management of incidents, service requests, and overall service health across the IT setting. It provides end-to-end operational oversight, maintaining real-time visibility of incidents, risks, and performance to support timely decision-making and service continuity. The position is responsible for coordinating incident triage, prioritisation, and escalation across multiple resolver teams and service providers, while supporting Major Incident Management processes and acting as a key escalation point for high-impact issues. It also oversees workforce planning and roster management to ensure continuous operational coverage and seamless service delivery. Through strong governance and adherence to IT service management practices,



the role ensures consistent execution of processes, maintains operational standards, and drives service performance across both Command Centre and Service Desk functions. It works closely with internal teams, service delivery managers, and vendors to enable coordinated, cross-functional service delivery. The role contributes to continuous improvement by analysing operational data, identifying trends and risks, and implementing enhancements to service processes, performance, and resilience. Through leadership and stakeholder engagement, it ensures the delivery of reliable, responsive, and customer-focused operational services aligned with organisational priorities.

📌 Command Centre Lead (Melbourne)
🏢 Bureau Of Meteorology
📍 Melbourne