Information Technology Operations Manager

Elysium Digital; Canberra; On-site; AUD 140,000 - 190,000; Full time

Job summary

Elysium Digital seeks an experienced ICT Manager - Operations & Service Management to govern enterprise technology services with a focus on reliability, security and continual improvement. You will collaborate with technology teams, business stakeholders, MSPs and partners to deliver high-quality services and manage operational risk.

You will lead governance forums, monitor metrics, and drive ITSM maturity initiatives, ensuring service performance aligns with business needs and SLAs.

Qualifications

• ITIL-based service management expertise.
• Experience leading IT Operations, Service Delivery or ITSM in large enterprises.
• Experience managing Incident, Problem, Change, Configuration and SLA management.

Responsibilities

• Lead operational service delivery across enterprise technology environments.
• Act as senior escalation point for major incidents and service disruptions.
• Oversee Incident, Problem, Change, Request, Asset, Configuration and SLA management.

Skills

ITIL

ServiceNow CSA

IT Operations leadership

Vendors & MSPs management

ITSM maturity

Incident/Problem/Change management

Service performance governance

Stakeholder engagement

Data-driven improvements

Microsoft 365/Azure/Intune

Tools

ServiceNow

CMDB

Asset Management

Job description

We are seeking an experienced ICT Manager - Operations & Service Management to lead the operational governance, performance, resilience and continual improvement of enterprise technology services within a complex organisation.

This is an excellent opportunity for a senior IT Operations or Service Delivery professional who enjoys leading operational excellence, managing service providers, driving ITSM maturity and ensuring technology services deliver measurable business outcomes.

About the Role

Reporting into senior technology leadership, you will be responsible for the operational management and governance of enterprise technology services, ensuring they remain reliable, secure, efficient and aligned to business needs.

You will work closely with internal technology teams, business stakeholders, managed service providers and technology partners to deliver high-quality services, manage operational risk, improve service performance and drive continual service improvement initiatives.

Key Responsibilities

• Lead operational service delivery across enterprise technology environments.
• Act as the senior operational escalation point for major incidents and service disruptions.
• Oversee Incident, Problem, Change, Request, Asset, Configuration and Service Level Management practices.
• Drive service performance, operational resilience and continual service improvement initiatives.
• Manage operational relationships with managed service providers and technology vendors.
• Lead service review meetings and governance forums.
• Monitor operational metrics, dashboards, KPIs and reporting to identify trends and improvement opportunities.
• Support service continuity, disaster recovery and operational readiness activities.
• Ensure compliance with technology governance, security, audit and risk requirements.
• Promote a culture of service excellence, accountability and continuous improvement.

Skills & Experience

We're looking for candidates who can demonstrate:

• ITIL & ServiceNow CSA certifications are highly desired
• Strong experience leading IT Operations, Service Delivery or Service Management functions within medium to large enterprise environments.
• Deep understanding of ITIL-based service management practices.
• Experience managing Incident, Problem, Change, Configuration and Service Level Management processes.
• Proven experience managing vendors, managed service providers and service performance against contractual obligations and SLAs.
• Experience driving operational governance, reporting and ITSM maturity improvements.
• Strong stakeholder engagement and leadership capability across technical and business audiences.
• Experience analysing service metrics and using data to drive operational improvements.
• Exposure to ServiceNow, CMDB, Asset Management and enterprise technology platforms.
• Experience with Microsoft 365, Azure, Intune or similar enterprise technologies would be highly regarded.