Field Operations Lead

Everi Pty; City of Melbourne; Hybrid; AUD 180,000 - 240,000; Full time

Job summary

Treasury Wine Estates (TWE) is seeking an experienced IT operations leader to deliver world-class End User Services across our global sites. You will lead field operations, manage incidents, assets, and vendor relationships, and provide onsite support for network, infrastructure, and applications.

The role requires strong leadership, stakeholder management, ITSM knowledge, and experience in multi-site environments. ITIL qualifications and ServiceNow/CMDB experience are advantageous.

Qualifications

• Experience leading field services, end user support, or service delivery teams.
• Strong knowledge of ITSM, incident management, RCA and service delivery.
• Experience in multi-site/global environments.
• Excellent stakeholder management and communication skills.
• Degree in IT/Business or related field; ITIL or similar qualification preferred.

Responsibilities

• Lead Field Operations: manage a global team of field technicians delivering End User Services.
• Oversee task, incident, asset and vendor management lifecycle and relationships with providers.
• Deliver onsite support for network, infrastructure, applications and service desk teams.
• Coordinate onsite support for VIP users, events, and critical incidents requiring local response.
• Drive standardisation of tools, processes, and handovers using insights and feedback.

Skills

Leadership Experience

Technical & Service Management

Multi-Site Environment

Stakeholder & Communication

Qualifications

Education

Degree in IT or related field

ITIL or related qualification

Tools

ServiceNow

CMDBs

Windows environments

Mac environments

Job description

Job Description

About us

Treasury Wine Estates (TWE) is one of the world's largest wine companies. At TWE we are led everyday by our purpose, Boldly Cultivating. We are boldly cultivating value through our brands, wine, people & environment for enriched & joyful communities.

At TWE we cultivate our teams to be their very best. And in turn, our people push us to make bigger and bolder decisions. Our focus on Boldly Cultivating unites us as a global team and fuels our vision to become the world's most desirable luxury wine company - known for the experiences we create for our consumers, customers, partners, suppliers and our people.

About the role

Lead the delivery of a world-class end user experience across TWE's global sites. This pivotal role drives excellence in field operations, setting the benchmark for End User Services management while providing critical on-the-ground support for network, infrastructure, technical applications, and service desk teams.

If you're passionate about operational excellence, global collaboration, and making a tangible impact on the employee experience, this is an exciting opportunity to lead from the front.

• Lead Field Operations: Manage and develop a global team of field technicians, setting standards for End User Services (EUS), service quality, and customer-focused support across TWE locations.
• Oversee Task, Incident, Asset and Vendor Management: Drive end-to-end task, incident and problem management, oversee the lifecycle of end-user technology assets, and manage relationships with service providers, technology suppliers, and regional support partners.
• Deliver Critical Onsite Support: Provide hands-and-feet support for network, infrastructure, technical applications, and service desk teams, ensuring effective delivery of site-based services and activities.
• Support Business-Critical Users and Events: Coordinate onsite support for VIP users, Board meetings, major business events, A/V requirements, and critical incidents requiring local response at Collins Street.
• Drive Consistency and Continuous Improvement: Standardise tools, processes, documentation, and handovers across regions, using service insights and stakeholder feedback to enhance performance and the end user experience.

About you

We are seeking an experienced IT operations leader with expertise in field services, end user support, and service delivery within complex, multi-site environments. Combining strong leadership capabilities with a hands-on approach, you will lead high-performing teams while remaining actively engaged in operational delivery and issue resolution. Supported by exceptional stakeholder management, communication, and coaching skills, you will drive service excellence, operational consistency, and continuous improvement across TWE's global operation

• Leadership Experience: Proven experience leading field services, end user support, or service delivery teams, with the ability to develop high-performing teams.
• Technical & Service Management Expertise: Strong knowledge of end user services, device lifecycle management, onsite support operations, incident management, root cause analysis (RCA), and IT Service Management (ITSM).
• Multi-Site Environment Experience: Demonstrated success working across global or geographically dispersed environments.
• Stakeholder & Communication Skills: Exceptional stakeholder management, communication, influencing, and coaching capabilities.
• Relevant Qualifications: Degree in IT, Business, or a related field and/or ITIL or other service management qualifications preferred; experience with ServiceNow and CMDB’s and Win /Mac environment is advantageous.

Why you'll love it here:

• Our culture is built on bringing our whole selves, being courageous and delivering together - it’s our DNA and the heart of who we are at TWE.
• We prioritise your growth with access to global career opportunities and structured programs designed to support your health, wellbeing and career development.
• Enjoy the world's most desirable wines through our generous employee product allowance
• Plus, you’ll get an extra day off each year with your "TWEforME Day" - a day to spend however you choose!

We offer a range of great benefits such as flexibility, rewards and discounts and health and wellbeing initiatives.

It takes all varietals!

At TWE, we proudly celebrate diversity and are committed to being an equal opportunity employer. Our goal is to build a workforce that reflects the diversity of the consumers who enjoy our products.

All qualified applicants will be considered for employment regardless of age, race, colour, religion, sexual orientation, gender identity, national origin, or disability. If you require any assistance to be included in our process, please contact , quoting the job title and reference number.

About the Employer

Treasury Wine Estates (TWE) is one of the world's largest wine companies. At TWE we are led everyday by our purpose, Boldly Cultivating. We are boldly cultivating value through our brands, wine, people & environment for enriched & joyful communities.

At TWE we cultivate our teams to be their very best. And in turn, our people push us to make bigger and bolder decisions. Our focus on Boldly Cultivating unites us as a global team and fuels our vision to become the world's most desirable luxury wine company - known for the experiences we create for our consumers, customers, partners, suppliers and our people.

About the Candidate

We are seeking an experienced IT operations leader with expertise in field services, end user support, and service delivery within complex, multi-site environments. Combining strong leadership capabilities with a hands-on approach, you will lead high-performing teams while remaining actively engaged in operational delivery and issue resolution. Supported by exceptional stakeholder management, communication, and coaching skills, you will drive service excellence, operational consistency, and continuous improvement across TWE's global operation

• Leadership Experience: Proven experience leading field services, end user support, or service delivery teams, with the ability to develop high-performing teams.
• Technical & Service Management Expertise: Strong knowledge of end user services, device lifecycle management, onsite support operations, incident management, root cause analysis (RCA), and IT Service Management (ITSM).
• Multi-Site Environment Experience: Demonstrated success working across global or geographically dispersed environments.
• Stakeholder & Communication Skills: Exceptional stakeholder management, communication, influencing, and coaching capabilities.
• Relevant Qualifications: Degree in IT, Business, or a related field and/or ITIL or other service management qualifications preferred; experience with ServiceNow and CMDB’s and Win /Mac environment is advantageous.

Work Environment

• Our culture is built on bringing our whole selves, being courageous and delivering together - it’s our DNA and the heart of who we are at TWE.
• We prioritise your growth with access to global career opportunities and structured programs designed to support your health, wellbeing and career development.
• Enjoy the world's most desirable wines through our generous employee product allowance
• Plus, you’ll get an extra day off each year with your "TWEforME Day" - a day to spend however you choose!

We offer a range of great benefits such as flexibility, rewards and discounts and health and wellbeing initiatives.

It takes all varietals!

At TWE, we proudly celebrate diversity and are committed to being an equal opportunity employer. Our goal is to build a workforce that reflects the diversity of the consumers who enjoy our products.