Manager, Service Operations

Ausgrid; Sydney; On-site; AUD 190,000 - 230,000; Full time

Benefits offered by this job

Salary sacrificing EVs

Novated leasing

Fitness Passport

Job summary

Ausgrid, Australia's largest electricity distributor on the east coast, seeks a seasoned Manager, Service Operations to lead end-to-end Service Management, including service desk, IT operations, governance, and ServiceNow. You will ensure reliable, secure services and alignment with business needs.

As a leader, you will drive performance, supplier governance, and continuity planning, building high-performing teams and promoting a culture of customer outcomes and operational excellence across OT

Qualifications

• Substantial experience leading a large-scale Service Management function in complex environments.
• Experience across service lifecycle including incident, change, and problem management.
• Proven ability to govern outsourced service providers and major incidents.

Responsibilities

• Lead end-to-end Service Management across service desk, technical support, and workplace technology.
• Drive governance, data-driven decision making, and continuous improvement.
• Oversee disaster recovery, service continuity and supplier management.

Skills

Service management

Incident governance

Stakeholder engagement

ServiceNow

Outsourced governance

Leadership

OT awareness

Transformation programs

Education

Tertiary qualification in IT/business

ITIL/COBIT/SIAM certification

Tools

ServiceNow

Job description

• Competitive salary plus 20% bonus opportunity and 12% super + additional benefits

About Ausgrid - we're wired for good

We're the largest distributor of electricity on Australia's east coast, which means over twomillion homes and businesses rely on our good work. We're here at the heart of the energy transition, and we're driven by a powerful purpose to make electricity accessible for all.

It's an exciting new chapter for our company with each day bringing a renewed energy to how we deliver, store and use electricity. As we continue to grow, we're in search of exceptional talent to help us achieve our goals.

Everyone's job is important here. Our customers come from all walks of life, and so do we. We're committed to fostering a diverse, respectful, and inclusive workplace, and encourage applications from all backgrounds.

See yourself working here

As Manager, Service Operations, you will lead Ausgrid's end-to-end Service Management function, bringing together service desk, technical support, workplace technology, service management governance, ServiceNow, service continuity, supplier management and continuous improvement into a single, customer-focused operating model. You will be accountable for ensuring technology services are reliable, resilient and effectively governed, delivering a seamless experience for employees while supporting the operational needs of a critical infrastructure business.

This role provides leadership across the full-service lifecycle, driving service performance, operational excellence and continuous improvement through strong governance, data-driven decision making and modern service management practices. You will oversee major outsourced service providers, lead major incident governance, and ensure effective service continuity and disaster recovery capabilities are in place to support business resilience.

Working closely with technology, cyber security, architecture, delivery and operational technology teams, you will build strong alignment across internal and external stakeholders, ensuring services are secure, supportable and fit for purpose. Success in this role will come from your ability to lead high-performing teams, strengthen accountability and service ownership, and create a culture focused on customer outcomes, operational excellence and continuous improvement.

What you bring to the role

Our hiring decisions are not only based on your experience and skills, but your passion, attitude, and alignment to our core values.

• Substantial experience leading a large-scale Service Management and Service Operations function within a complex enterprise, critical infrastructure or highly regulated environment, with accountability for multidisciplinary teams, leaders and strategic service partners.
• Demonstrated leadership across the full-service lifecycle, including service desk, technical support, end-user computing, service governance, service performance, operational excellence and continual service improvement.
• Deep expertise in service management disciplines, including incident, major incident, request, problem, change, knowledge, asset, configuration, service level, service continuity and service transition management.
• Proven experience governing enterprise service management platforms such as ServiceNow, including service catalogue management, workflow optimisation, reporting, data governance and configuration management capabilities.
• Strong commercial and operational leadership experience, including oversight of outsourced and managed service providers, service integration, performance management, risk management, escalations, service continuity and disaster recovery governance.
• Exceptional people leadership, stakeholder engagement and strategic influencing capability, with a proven track record of leading leaders, driving organisational change, building high-performing teams, engaging effectively with operational technology (OT) stakeholders, and translating complex service, supplier and operational issues into clear business outcomes and executive decision-making.
• Tertiary qualifications in information technology, business, service management or a related discipline, or equivalent relevant experience, together with a commitment to safe, ethical and inclusive leadership and required background checks
• Relevant professional certification such as ITIL, COBIT, SIAM, ServiceNow or an equivalent industry-recognised qualification.
• Experience within utilities, critical infrastructure or other highly regulated operational environments.
• Exposure to operational technology (OT), SCADA environments, service transformation or large-scale service improvement initiatives.
• Experience leading service transformation, platform modernisation, end-user experience improvement, automation, continuity uplift or major supplier transition.

Life at Ausgrid

At Ausgrid, we go beyond just a competitive salary to offer an exciting range of benefits. From salary sacrificing electric vehicles and novated leasing, to discounted corporate health insurance and access to Fitness Passport, our benefits support your work here, and your life out there.

Celebrate success every day with our employee recognition program to bring out each other's best. Looking to grow professionally? We've got you covered with study assistance, secondments, training and mentors, whose advice you'll keep wherever you go.

We're proud to offer gender-neutral parental leave to balance work when growing your family. And if you're caring for elderly parents, our aged care support services offer expert guidance to help you access care for your loved ones. At Ausgrid, it's all about supporting you in every aspect of life.

If you require support with your application/reasonable adjustments for the interview process, please reach out to our dedicated Talent Team***********@ausgrid.com.au.

Application close date: 18 November 2026(please note, this date is subject to early closure)

Applicants must have full Australian work rights to apply.

By applying, you may be considered for a Talent Pool to support future opportunities over the next 12 months.

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