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.

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 explicit 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 Centre activities and MIM roles
- Act as an escalation point for complex or high-impact operational issues

Service Performance & Operational Oversight

- Monitor operational service performance across Command Centre and Service Desk functions, identifying trends, risks and emerging issues
- Provide regular reporting on service performance, incident trends and operational metrics
- Ensure issues impacting service performance are identified, escalated and actively managed

Process & Governance

- Ensure consistent application of ITSM processes, including Incident, Major Incident and Request Management
- Maintain operational procedures, standards and controls for Command Centre and Service Desk activities
- Drive adherence to governance requirements across operational service delivery

Vendor & Stakeholder Coordination

- Work closely with Service Delivery Managers, resolver teams and service providers to coordinate service delivery outcomes
- Ensure effective communication and collaboration across internal and external stakeholders
- Support resolution of cross-team and cross-vendor issues impacting service delivery

Continuous Improvement

- Identify and drive improvements in operational processes, service desk practices and service visibility
- Analyse operational data to inform improvement initiatives and enhance service resilience
- Promote a culture of continuous improvement and accountability across operational teams

Complying with all Bureau work, health and safety policies and procedures, and taking reasonable care for your own health and safety and that of employees, contractors and visitors who may be affected by your conduct.

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