Operations & Service Management Lead

Approach Consulting; Canberra; On-site; AUD 150,000 - 190,000; Full time

Job summary

Approach Consulting is seeking an Operations & Service Management Lead to guide technology operations, service delivery and ITSM governance within a major research and investment organisation.

You will partner with the Head of Service Delivery and senior stakeholders to ensure reliable, secure technology services, drive continual improvement, and mature operational practices through data and automation.

Qualifications

• 8+ years' experience across IT Operations and ITSM.
• Strong ITIL-based service management experience.
• Experience with ServiceNow (desirable).
• Proven ability to lead enterprise technology operations.
• Experience managing suppliers and SLAs.

Responsibilities

• Lead operational performance and governance of enterprise technology services.
• Manage service delivery across internal teams, MSPs and partners.
• Act as senior escalation point for major incidents.
• Govern Incident, Problem, Change, Service Request, Asset, Configuration and SLAs.
• Lead operational risk, resilience and disaster recovery.
• Provide reporting to senior leadership and governance forums.
• Promote automation and AI-enabled capabilities.

Skills

IT Operations Leadership

Service Delivery Leadership

ITIL ITSM

Stakeholder Engagement

Supplier Management

Tools

ServiceNow

Job description

Lead technology operations, service management and continual improvement within a leading research and investment organisation.

Approach are working closely with a leading Federal Government Corporation that invests in research, innovation and industry development across the grains sector. Its work supports the long-term productivity, sustainability and competitiveness of one of Australia’s most important agricultural industries.

The organisation has experienced significant growth in the scale of its investment portfolio, increasing from approximately $242M to almost $320M over the past 1–2 years. This continued growth is driving greater demand for reliable, secure and well-governed technology services across the organisation.

You will join a highly skilled technology function of approximately 40 senior technology resources, delivering major projects, technology uplifts and ongoing improvements across the organisation.

The opportunity

As Operations & Service Management Lead, you will provide senior leadership across IT operations, service delivery, ITSM governance, supplier performance and operational risk.

Working closely with the Head of Service Delivery and senior technology stakeholders, you will ensure technology services are reliable, resilient, secure and aligned to business requirements.

You will also play a key role in maturing the organisation's operational practices, using data, automation and emerging technologies to improve service performance and customer experience.

Key responsibilities include:

• Lead the operational performance and governance of enterprise technology services
• Manage service delivery across internal teams, managed service providers and technology partners
• Act as the senior operational escalation point for major incidents and critical service disruptions
• Govern Incident, Problem, Change, Service Request, Asset, Configuration and Service Level Management
• Lead operational risk, service continuity, disaster recovery and resilience activities
• Manage supplier performance against contractual commitments and service levels
• Use operational reporting, analytics and performance data to identify trends and drive improvement
• Lead continual service improvement and ITSM maturity initiatives
• Provide operational recommendations and reporting to senior leadership and governance forums
• Promote automation, AI-enabled capabilities and process optimisation across technology operations
• Mentor and develop operational and service management capability

What we're looking for We are looking for an experienced technology operations or service management leader who can combine strong technical service management capability with the ability to lead people, suppliers and stakeholders.

You will ideally bring:

• 8+ years' experience across IT Operations, Service Delivery, ITSM or a similar senior leadership environment
• Strong ITIL-based service management experience
• Experience with ServiceNow (desirable), including ITSM, CMDB and Asset Management
• Strong understanding of Incident, Problem, Change and Service Level Management
• Experience leading enterprise technology operations and service delivery
• Proven experience managing managed service providers, vendors and SLAs
• Strong operational risk, resilience and major incident management experience
• Experience using service metrics, dashboards and analytics to drive continual improvement
• The ability to engage confidently with senior stakeholders and influence across technical and business teams
• A genuine focus on customer service, operational excellence and continuous improvement

Why this role?

This is an opportunity to join a highly capable technology function at an organisation experiencing genuine growth.

Rather than joining a large technology organisation where responsibilities can become highly segmented, you will work within a small team of senior technology professionals, providing you with significant visibility and influence across the broader technology environment.

If you are an experienced IT Operations, Service Delivery or ITSM leader looking for an opportunity where you can influence operational maturity and make a tangible difference, we'd like to hear from you.