Manager, IT Service Operations

Marlin Human Capital; Sydney; On-site; AUD 140,000 - 180,000; Full time

Job summary

Marlin Human Capital is recruiting a Manager, IT Service Operations for a six-month contract based in Sydney. You will lead four service management professionals and work closely with technology teams, business stakeholders and external providers to ensure services are stable and ready for operational support.

The role focuses on transitioning services to production, governance of changes, and ensuring continuity and resilience through DR testing and continuity planning.

Qualifications

• 5+ years in IT service management, technology operations or service governance.
• Experience leading technical or service management teams.
• Capable of facilitating governance forums and working with vendors.

Responsibilities

• Lead the transition of new and changed services into production, including readiness reviews and documentation.
• Own change governance, chair CAB meetings, assess operational risk and coordinate release schedules.
• Oversee environment governance, disaster recovery testing and operational resilience activities.
• Develop the team’s capability through reporting, metrics, and process optimisation.

Skills

ITSM

ITIL

Stakeholder management

Governance

Education

Degree in IT/Management

Tools

ServiceNow

Job description

Marlin Human Capital is recruiting a Manager, IT Service Operations for a six-month contract based in Sydney.

This is an opportunity for an experienced service management leader to take responsibility for key ITSM practices across Technology Operations, combining team leadership with practical operational governance and continual improvement.

You will lead four service management professionals and work closely with technology teams, business stakeholders, project teams and external service providers to ensure services are stable, resilient and ready for operational support.

The Role

A central part of the position is leading the transition of new and changed services into production. This includes service acceptance criteria, readiness reviews, support models, documentation, knowledge transfer, training and Early Life Support.

You will own change governance, chair CAB meetings, assess operational risk and coordinate competing change and release schedules. You will also oversee environment governance and support service continuity, disaster recovery testing and operational resilience activities.

Alongside these responsibilities, you will develop the team’s capability and improve service management practices through reporting, metrics, process optimisation and automation. Supporting CMDB governance and configuration data quality may also form part of the role.

About You

You will bring at least five years’ experience in IT service management, technology operations or service governance, together with experience leading technical or service management teams.

Your background should demonstrate practical ownership of change, release, service transition and/or environment management in a complex enterprise environment. You will be confident facilitating governance forums, working with vendors and influencing stakeholders across technology and the business.

Strong practical knowledge of ITIL, experience with ServiceNow or a comparable ITSM platform, and a relevant degree in management, information technology or a related discipline are required.

Experience in utilities, critical infrastructure, energy, engineering or another highly regulated environment will be highly regarded. ITIL certification and experience with operational readiness frameworks, CMDB/CSDM, service mapping or continuity testing would also be valuable.

Why Apply?

This assignment offers responsibility for both people leadership and the operational practices that underpin reliable technology services. It will appeal to someone who enjoys combining clear governance with practical delivery and measurable improvement.