Manager, IT Operations & Service Management

Talent Corp; Canberra; On-site; AUD 90,000 - 120,000; Full time

Job summary

Talent Corp in Canberra seeks a Manager, IT Operations & Service Management to lead day-to-day IT service performance, major incident handling, and continual improvement. This Canberra-based role requires strong ITIL/ITSM expertise and the ability to drive service outcomes with internal stakeholders and partners.

You’ll oversee an operational team, ensure reliability and resilience of enterprise technology services, and partner with suppliers to sustain high performance.

Qualifications

• Strong experience across IT Operations, Service Delivery and ITSM.
• Proven leadership of operational teams and capability development.
• Hands-on with ITIL practices and service performance.

Responsibilities

• Lead operational performance across enterprise technology services and managed providers.
• Provide leadership during major incidents and service disruptions.
• Oversee ITSM practices including Incident, Problem, Change, Service Request, Asset, Configuration and SLAs.
• Manage supplier performance, service obligations and operational risks.
• Use service metrics and trends to drive continual improvement.

Skills

IT Operations

Service Delivery

IT Service Management

Major incidents leadership

Stakeholder management

Operational reporting

Tools

ServiceNow

CMDB

Asset Management

Job description

Manager, IT Operations & Service Management

• Manage day-to-day IT service performance, major incidents and continual service improvement
• 12-month contract + 12-month extension option
• Canberra based position
• Must be an Australian Citizen

Take responsibility for the operational performance of enterprise technology services, working across IT operations, service management, major incidents, supplier performance and continual improvement.

You’ll lead and develop the operational team while remaining close to day-to-day service performance, working with internal stakeholders and technology partners to resolve issues, improve service outcomes and build greater operational maturity.

The Role

As the Manager, IT Operations & Service Management, you’ll provide leadership and governance across technology operations and service performance, ensuring services remain reliable, resilient and aligned with business requirements.

Your responsibilities will include:

• Leading operational performance across enterprise technology services, support teams and managed service providers
• Providing leadership during major incidents, service disruptions and operational issues
• Overseeing ITSM practices across Incident, Problem, Change, Service Request, Asset, Configuration and Service Level Management
• Managing supplier performance, service obligations, operational risks and improvement activities
• Using service metrics, operational analytics and performance trends to identify issues and drive continual improvement

About You

We’re particularly interested in:

• Strong experience across IT Operations, Service Delivery and IT Service Management
• Demonstrated experience leading operational teams and developing capability
• Strong practical knowledge of ITIL and ITSM practices
• Experience managing major incidents, service performance and operational risks
• Experience managing technology suppliers, SLAs and service outcomes
• Practical experience with ServiceNow, including ITSM, CMDB and Asset Management
• Strong stakeholder management and decision-making skills
• Experience using operational reporting and service data to drive continual improvement

Why Consider the Opportunity?

This role gives you the opportunity to take ownership across a broad IT operations and service management remit, rather than being limited to a single ITSM process or service area.

You’ll stay close to day-to-day service delivery while having the scope to improve how services are managed, develop the team and drive practical improvements across processes, suppliers and the broader technology environment.