Head of Tech Operations & Service Delivery

Source; Melbourne; On-site; AUD 180,000 - 260,000; Full time

Job summary

PLUS ES is building a standalone technology operations function, defining the target operating model and standing up service desk, end-user computing, application support, infrastructure operations, cyber security and major incident management in a hybrid delivery context.

Reporting to the CIO, you will own the run budget, drive cost optimisation, and establish an auditable service framework across SAP S/4HANA, Salesforce, Azure and Microsoft 365, with strong vendor governance and transition

Qualifications

• 10+ years in technology operations, service management or infrastructure and application support.
• At least 3 years in a senior leadership role within a multi-sourced environment.
• Experience leading carve-outs, separations, mergers or major operating model changes.
• Strong vendor governance, contract and cost-management capabilities.
• Deep knowledge of ITIL or COBIT and operational risk, resilience and major incident command.

Responsibilities

• Define the target service model and lead the sourcing, negotiation and contracting of managed service and service integration providers.
• Establish the retained operational capability across service desk, end user computing, application support, infrastructure operations, cyber security operations and major incident management, through a hybrid internal and outsourced delivery model.
• Own technology operations readiness for the standalone operating model, including ITSM, service catalogue, CMDB, support boundaries, transition planning and service acceptance.
• Act as the single point of accountability for technology service outcomes across providers and platforms, including SAP S/4HANA, Salesforce, Retriever, Azure, Microsoft 365, the Enterprise Data Platform and integration services.
• Establish and operate the service level framework, independently validating provider performance.
• Own the technology run budget, including forecasting, consumption management and cost optimisation.
• Build and lead a technology operations team through significant capability change.

Skills

Technology operations

Service management

Infrastructure and application support

Senior leadership

Multi-sourced environment

Education

Relevant degree

ITIL certification

COBIT certification

Tools

SAP S/4HANA

Salesforce

Retriever

Azure

Microsoft 365

Enterprise Data Platform

Integration services

Job description

PLUS ES is building a standalone technology operations function, defining the target operating model and standing up service desk, end-user computing, application support, infrastructure operations, cyber security and major incident management in a hybrid delivery context.

Reporting to the CIO, you will own the run budget, drive cost optimisation, and establish an auditable service framework across SAP S/4HANA, Salesforce, Azure and Microsoft 365, with strong vendor governance and transition