Operations Manager

Fujitsu; South Canberra; On-site; AUD 120,000 - 190,000; Full time

Benefits offered by this job

Tailored career paths

Flexible work and volunteering leave

Job summary

Fujitsu is seeking an experienced ICT operations leader to manage day-to-day delivery across secure Defence environments. You will coordinate multidisciplinary teams, ensure service performance, and act as the escalation point for complex issues while aligning with Defence priorities.

You will oversee incident response, change and problem management, and report on service health and risks. The role requires a proactive, collaborative leader capable of operating in a matrixed Defence delivery

Qualifications

• Significant experience in ICT operations, service delivery or managed services within complex, secure or high-availability environments.
• Experience supporting Defence, Federal Government or similarly regulated customers.
• Strong stakeholder-management and communication skills, including Defence-facing stakeholders.
• Solid knowledge of IT service management and ITIL-aligned incident, problem, change, request and service-level practices.
• Experience coordinating multidisciplinary or geographically dispersed teams in a matrixed model.
• Experience acting as an escalation point for complex service and customer issues.
• Ability to influence outcomes without direct authority and coordinate across multiple technical and service functions.
• Strong analytical capability using service-performance and risk data to prioritise actions.

Responsibilities

• Oversee daily operational delivery of services across secure Defence environments.
• Maintain end-to-end accountability for service performance, stability, availability and readiness.
• Manage service-health indicators, SLAs and performance measures.
• Identify emerging risks and coordinate mitigation and recovery actions.
• Provide operational leadership during high-priority incidents with escalation and stakeholder comms.
• Support incident, problem, change, request and release-management practices.
• Lead root-cause analysis and actions to reduce recurring incidents.
• Coordinate service desk, infrastructure, application, security, engineering and service-management teams.
• Balance operational demand with mission impact, risk, and capacity.
• Provide clear operational reporting on health, incidents, risks, dependencies and improvements.
• Drive improvements to service delivery and processes.

Skills

ICT operations

Service delivery

Defence experience

Stakeholder management

ITIL practices

Cross-functional coordination

Escalation management

Analytical ability

Matrixed environment

Job description

About the opportunity

We are looking for an experienced Operations Manager to lead the day-to-day operational delivery of our services across secure Defence environments.

In this pivotal role, you will oversee service performance, operational readiness and customer outcomes, helping to ensure that critical ICT services remain stable, responsive and aligned with Defence operational priorities. You will be a key operational interface between Fujitsu delivery teams and Defence stakeholders.

Operating within a matrixed delivery model, you will bring together technical teams, service-management functions and customer stakeholders to resolve operational issues, manage competing priorities and deliver practical service improvements.

About the role

Your responsibilities will include:

• Overseeing the daily operational delivery of services across secure Defence environments.
• Maintaining end-to-end accountability for service performance, stability, availability and operational readiness.
• Managing service-health indicators, service levels and operational performance measures.
• Identifying emerging risks, degraded performance and recurring issues, then coordinating appropriate mitigation and recovery actions.
• Providing operational leadership during high-priority incidents, including escalation, coordination and stakeholder communication.
• Supporting disciplined incident, problem, change, request and release-management practices.
• Driving root-cause analysis, corrective actions and lessons learned to reduce repeat incidents and operational risk.
• Coordinating service desk, infrastructure, application, security, engineering and service-management teams.
• Balancing operational demand according to mission impact, service risk, contractual obligations and available capacity.
• Providing clear operational reporting covering service health, incidents, risks, dependencies, actions and improvement activity.
• Leading improvements to service delivery, operational controls, processes and ways of working.

About you

You are an experienced ICT operations or service-delivery professional who can lead through influence, bring structure to complex operational environments and coordinate outcomes across multidisciplinary teams.

You will bring:

• Significant experience in ICT operations, service delivery or managed services within a complex, secure or high-availability environment.
• Experience supporting Defence, Federal Government or another highly regulated customer.
• Strong stakeholder-management and communication skills, including experience engaging directly with Defence-facing stakeholders.
• Strong knowledge of IT service management and ITIL-aligned incident, problem, change, request and service-level practices.
• Experience coordinating multidisciplinary or geographically dispersed teams within a matrixed operating model.
• Experience acting as an escalation point for complex service, delivery and customer issues.
• The ability to influence outcomes without direct authority and coordinate resources across multiple technical and service functions.
• Strong analytical capability, including the ability to use service-performance and operational-risk information to manage competing priorities.
• The ability to work across Anzac Park West and Headquarters Joint Operations Command in line with operational and stakeholder requirements.

Experience in one or more of the following areas would be highly regarded:

• Deployed, command-and-control, information-management or mission-critical ICT services enviroments.
• Secure or operational Defence ICT environments involving dispersed stakeholders and site-based constraints.
• Coordination of application sustainment, infrastructure operations and service-management functions.
• Federated or multi-provider delivery models.
• Service reporting, operational governance, risk management and continuous improvement.
• Building effective relationships and influencing senior stakeholders within complex organisational environments.

Qualifications and security requirements

To be considered for this opportunity, you will need:

Eligibility to obtain and maintain an Australian Government security clearance at a minimum NV1 level, with a higher clearance where required.

Why Fujitsu?

We are an organization with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity, and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work. We call this Be Completely You.

We put people first. We believe in the power of diversity to drive innovation and our AWEI (Australian Workplace Equality Index) Platinum Employer status, and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.

Our customers trust us. We have an excellent reputation across the region and globally.

We live our values of aspiration, trust, and empathy, all day, every day.

Benefits

• We offer tailored career paths across our global organization to support your professional and personal growth.
• Best in-class reward and recognition programs flexible work, volunteering leave, and more.

Commitment to Diversity, Equity and Inclusion

As an inclusive employer, Fujitsu aims to recruit a diverse range of talents to help us achieve our purpose. In line with our diversity, equity, and inclusion strategy, we highly welcome applications from women and gender-diverse people; Aboriginal and Torres Strait Islander people; Māori and Pacific people; LGBTI+ people; people with a disability; culturally and linguistically diverse people; veterans, Australian Defence Force (ADF) and emergency responders. Transgender and gender-diverse applicants can request a copy of our Frequently Asked Questionsto assist with the recruitment journey.