Information Technology Operations Manager

Elysium Digital; Canberra; On-site; AUD 140,000 - 180,000; Full time

Job summary

Elysium Digital is seeking an experienced head of IT Operations to govern enterprise technology services. You will drive reliable, secure and efficient operations, collaborating with internal teams, MSPs and partners to improve performance and risk management.

The role focuses on governance, incident management, change control and service level oversight, with an emphasis on data-driven improvement and stakeholder alignment across the business.

Qualifications

• ITIL & ServiceNow CSA certifications are highly desirable.
• Experience leading IT Operations, Service Delivery or Service Management in medium to large enterprises.
• Deep understanding of ITIL-based service management practices.

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 SLAManagement.
• Drive service performance, operational resilience and continual service improvement initiatives.
• Manage relationships with MSPs and vendors.
• Lead service review meetings and governance forums.
• Monitor metrics, dashboards, KPIs and reporting to identify trends.
• Support service continuity, disaster recovery and readiness activities.
• Ensure compliance with governance, security, audit and risk requirements.
• Promote a culture of service excellence and accountability.

Skills

IT Operations leadership

ITIL & Service Delivery

Stakeholder engagement

Data-driven improvement

Vendors & MSP management

Leadership capability

Tools

ServiceNow

CMDB

Asset Management

Microsoft 365

Azure

Job description

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.