Senior Apps & EUS Service Delivery Lead

The Network Technology Recruitment; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

The Network Technology Recruitment is seeking a Staff Tech Ops Lead for Apps & EUS in Sydney. The role provides senior operational leadership across business applications, SDM and End User Services, owning service stability, performance and supportability to enable business growth.

Working with Global Technology, Engineering, Project and Business teams, you will establish scalable support models, drive incident management, automation and an excellent end-user technology experience.

Responsibilities

• Own operational outcomes for business-critical applications and services.
• Act as a senior escalation point for major incidents and business-impacting issues.
• Lead Incident, Problem, Change and Service Request management.
• Establish proactive support models that improve stability and reduce recurring incidents.
• Partner with Engineering and Development teams to improve application supportability, monitoring and resilience.
• Drive service reporting, operational governance and performance management.
• Provide leadership and governance across End User Services.
• Improve the overall associate technology experience and support responsiveness.
• Develop scalable support models aligned to business growth.
• Drive improvements in knowledge management, self-service and support processes.
• Partner with business stakeholders to translate user needs into technology improvements.
• Establish operational acceptance criteria for new applications and technology services.
• Ensure appropriate documentation, monitoring, ownership and support processes are in place before go-live.
• Lead the transition of new services from projects into BAU.
• Reduce dependency on Engineering, Development and Project teams for ongoing operational support.
• Lead Continuous Service Improvement across Applications and EUS.
• Identify opportunities to automate repetitive processes and reduce manual effort.
• Use service metrics, incident trends and user feedback to drive improvements.
• Promote modern service management, DevSecOps and proactive support practices.
• Build strong relationships with business and technology stakeholders.
• Manage key vendors and managed service providers, driving performance and accountability.
• Represent operational requirements within Global Technology forums.
• Provide clear communication and leadership during major incidents and critical business periods.

Job description

The Network Technology Recruitment is seeking a Staff Tech Ops Lead for Apps & EUS in Sydney. The role provides senior operational leadership across business applications, SDM and End User Services, owning service stability, performance and supportability to enable business growth.

Working with Global Technology, Engineering, Project and Business teams, you will establish scalable support models, drive incident management, automation and an excellent end-user technology experience.