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.

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 environment.



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.

The key duties of the position include:

Command Centre Operations & Coordination





- Lead the day-to-day operations of the Command Centre, ensuring effective monitoring, incident coordination and service visibility across a 24/7 operating environment
- Maintain a consolidated, real-time view of service health, incidents and operational risks across the environment
- Ensure effective triage, prioritisation and coordination of incidents across resolver teams and service providers
- Assign and maintain initial incident priority classifications in line with agreed impact and urgency criteria, ensuring rapid escalation to the Major Incident Manager for confirmation and ongoing management of major incidents (P1/P2)

Service Desk Management

- Oversee the delivery of Service Desk services during business hours, ensuring timely and effective handling of incidents, requests and user interactions
- Ensure consistent application of service desk processes, standards and customer service expectations
- Monitor service desk performance, including responsiveness, resolution times and customer satisfaction

24/7 Operational Workforce Management

- Lead and manage a 24/7 Command Centre roster to support continuous monitoring and incident response capability
- Ensure appropriate staffing, handover and operational continuity across shifts
- Oversee workforce planning for both Command Centre (24/7) and Service Desk (business hours), ensuring clear separation of roles and responsibilities

Incident & Escalation Management

- Ensure effective management of incidents across the lifecycle, including timely escalation and coordination of high-impact issues
- Support and oversee Major Incident Management processes, ensuring alignment between Command C

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