Head of Technology Operations

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

Source's client, PLUS ES is entering an exciting new chapter. As they continue their journey as a leader in metering and data services, they arebuilding smarter infrastructure solutions at the intersection of technology, service and sustainability, powering the energy and resource transition across Australia. This is a rare moment to shape what PLUS ES becomes next, with a steadfast commitment to delivering the reliable, accurate data and insights a sustainable energy future depends on.

PLUS ES’s mission is to deliver smarter infrastructure and data to enable a sustainable tomorrow, and our vision is to keep innovating today for tomorrow's energy challenges. As they evolve, they are doubling down on what makes them who they are: Safety, Team, Customer, Innovation, and Accountability.

About the Role

Somewhere between the SAP S/4HANA environment, Salesforce, the Retriever field mobility app, the smart metering head end and gateway services, and a dozen other systems that all need to talk to each other, sits the job of making sure it actually works, every day, for everyone who depends on it. As we transition to a standalone PLUS ES, we’re bringing dedicated ownership of this capability into the business for the first time.

This is a build role before it is a run role. You will define the target operating model across this estate, stand up service desk, end user computing, application support, infrastructure operations, cyber security operations and major incident management through a hybrid model of internal teams and outsourced providers, and build the operational readiness this organisation needs to stand on its own. You will source and hold providers to the outcomes you negotiated, not the reports they hand you, all while working through a defined transition arrangement where systems and support are still shared with a former parent. Platform specialist teams stay accountable for their own platforms. Your job is to set the standards and governance that make the whole estate reliable, cost-effective and auditable, and to build systems for purpose rather than simply keep the lights on.

Reporting to the Chief Information Officer, you will be the person the business turns to when something breaks across provider lines, and the person the Board looks to for a straight answer on cost, risk and readiness.

Key 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.

About You

You bring 10+ years in technology operations, service management or infrastructure and application support, including at least three years in a senior leadership role within a multi-sourced environment. This calls for someone who has done this before, not just governed a model someone else built. You will have:

Led services through business carve-outs, separations, mergers or major operating model changes

Selected, negotiated and transitioned outsourced technology services yourself, not only governed arrangements someone else put in place

Built a retained technology operations function, including service integration, vendor governance and financial management

Held end-to-end accountability for service outcomes across a complex, multi-vendor ecosystem, including providers outside your direct reporting line

Established operational readiness and transition-to-run frameworks for new or materially changed services

Operated a multi-platform estate spanning ERP, CRM, cloud infrastructure, data platforms and integration services

Strong commercial capability negotiating and enforcing contracts, service levels, service credits and exit provisions

Deep working knowledge of ITIL or equivalent, with demonstrated capability in operational risk, resilience and major incident command

The influence to secure outcomes through teams, platform owners and providers who don't report to you

A relevant degree or ITIL or COBIT certification is a plus, as is experience in energy, utilities, telecommunications or another critical infrastructure sector, and exposure to SAP under managed support, Azure and Microsoft 365 at enterprise scale, or metering and field device environments.

Above all, you are capable and hungry. You believe in innovation and agility, you want to build the operating model rather than simply run one that already exists, and you want a role where the mark you make is visible in the systems you stand up.

This organisation is an equal opportunity employer and welcomes applications from all backgrounds.