Information Technology Operations Manager

Talent; Canberra; Hybrid; AUD 170,000 - 210,000; Full time

Job summary

Talent in Canberra is seeking an experienced IT Operations & Service Delivery Manager to support a major government technology environment. This senior leadership role focuses on reliable, secure enterprise services and strong business outcomes.

You will lead across internal technology teams, service owners, MSPs and stakeholders, providing leadership across IT operations, ITSM governance, supplier performance, major incident management and continuous improvement.

Qualifications

• Senior IT operations and service delivery leadership.
• Strong ITIL-based governance and ITSM experience.
• Hands-on with incident, problem and change management.
• Vendor management and MSP coordination experience.
• Ability to lead cross-functional teams and drive outcomes.
• Experience with dashboards and executive reporting.

Responsibilities

• Lead the operational delivery and performance of enterprise technology services.
• Manage service delivery across internal teams, MSPs and technology partners.
• Oversee Incident, Major Incident, Problem, Change, Service Request, Asset and SLAs.
• Lead responses to major incidents and business-critical outages.
• Drive operational resilience, disaster recovery and preparedness.
• Monitor service performance, availability, capacity and risk.
• Manage supplier performance against contracts and KPIs.
• Chair operational and supplier review meetings; drive CSIP.
• Use analytics and dashboards to identify risks and improvements.
• Support technology investment, procurement and vendor management.
• Promote automation and AI-enabled capabilities in operations.
• Provide recommendations to senior leadership and governance forums.
• Mentor team members and lift operational capability.

Skills

IT Leadership

Stakeholder Engagement

Incident Management

Change Management

Operational Governance

Continuous Improvement

Education

ITIL Intermediate Certification

Certificate in ITSM

Tools

ServiceNow

Microsoft 365

Azure

Intune

CMDB & Asset Mgmt

Job description

Canberra | Hybrid 50/50 | 12-month contract + 12-month extension option

We are currently seeking an experienced IT Operations & Service Delivery Manager to support a major technology environment within a government agency.

This is a senior operational leadership role focused on ensuring enterprise technology services are reliable, resilient, secure and delivering strong business outcomes.

You will work across internal technology teams, service owners, managed service providers and key stakeholders, providing leadership across IT operations, service delivery, ITSM governance, supplier performance, major incident management and continuous improvement.

The role

You will take responsibility for the operational performance and governance of technology services, acting as a senior escalation point for critical incidents, service disruptions, supplier issues and operational risks.

Key responsibilities will include:

• Leading the operational delivery and performance of enterprise technology services
• Managing service delivery across internal teams, managed service providers and technology partners
• Overseeing Incident, Major Incident, Problem, Change, Service Request, Asset, Configuration and Service Level Management practices
• Leading responses to major incidents and business-critical outages
• Driving operational resilience, service continuity, disaster recovery and preparedness
• Monitoring service performance, availability, capacity and operational risk
• Managing supplier performance against contractual commitments, KPIs and SLAs
• Chairing operational and supplier service review meetings
• Driving continual service improvement and ITSM maturity
• Using service analytics, dashboards and performance data to identify risks and improvement opportunities
• Supporting technology investment, procurement and vendor management activities
• Promoting greater use of automation, analytics and AI-enabled capabilities across service operations
• Providing operational recommendations and insights to senior leadership and governance forums
• Mentoring team members and helping lift operational capability across the technology function

What we're looking for

We are particularly interested in candidates with strong experience across:

• Enterprise IT operations and service delivery leadership
• ITIL-based service management
• ServiceNow
• CMDB and Asset Management
• Incident, Problem and Change Management
• Managed service provider and vendor management
• Operational governance and risk management
• Service performance reporting and analytics
• Microsoft 365 and broader enterprise technology environments
• Senior stakeholder engagement and influencing
• Leading teams through operational change and competing priorities

Experience developing operational dashboards, service metrics, executive reporting and performance scorecards will be highly regarded.

Exposure to Microsoft Intune, Azure and ServiceNow reporting / performance analytics would also be beneficial.

ServiceNow certification and ITIL Intermediate certification or above are desirable, but the strength of your practical operational leadership experience will be particularly important.

About you:

You will likely have significant experience in IT Operations, Service Delivery, IT Service Management or a similar senior technology leadership role within a medium-to-large enterprise environment.

You will be comfortable moving between operational detail and senior-level conversations, whether responding to a major incident, challenging supplier performance, reviewing service metrics or presenting recommendations to leadership.

Most importantly, you will bring a strong focus on service quality, accountability, operational maturity and continuous improvement.