Senior Manager, Infrastructure, Support & Operations

Townsville City Council; Townsville City; On-site; AUD 110,000 - 155,000; Full time

Job summary

Townsville City Council is seeking a Team Manager of Infrastructure, Support & Operations to lead a busy team responsible for council's IT infrastructure, technical support, and operational services in Townsville, QLD.

You will oversee service delivery, incident and problem management, manage vendors and contracts, monitor performance metrics, and drive improvements in infrastructure resilience and project delivery.

Qualifications

• Demonstrated experience in leading infrastructure, support, and operations teams in a complex environment, with strong people leadership and mentoring capabilities.
• Proficiency in IT infrastructure management (networks, servers, cloud or hybrid environments) and operational frameworks such as ITIL or similar.
• Strong skills in service delivery management, incident and problem management, and stakeholder engagement across technical and non-technical groups.
• Experience in vendor and contract management, including coordination of external service providers and evaluation of service performance.
• Ability to plan and manage projects, budgets, and resources, including risk assessment and mitigation for critical infrastructure and operations.
• Excellent analytical, troubleshooting, and decision-making skills, with a focus on process improvement and operational efficiency.
• Clear and confident communication skills, both written and verbal, with the ability to collaborate and negotiate effectively at multiple levels.
• Relevant tertiary qualification in Information Technology, Engineering, Business, or related discipline, or equivalent experience.
• Previous experience within local government, public sector, or large enterprise environments is desirable.

Responsibilities

• Oversee service delivery for infrastructure and operational support to internal stakeholders and the community.
• Coordinate incident and problem management to ensure rapid resolution and minimal service disruption.
• Prioritise workloads and align operations with organisational strategies and service levels.
• Collaborate with other departments, managing vendors and contracts to deliver on projects.
• Monitor performance metrics and drive continuous improvement in infrastructure and support processes.
• Contribute to planning, budgeting, risk management, and the implementation of new technologies and infrastructure projects.

Skills

Infrastructure leadership

People leadership

IT infrastructure

Service delivery

Vendor management

Budgeting

Analytical

Communication

Education

Bachelor’s or equivalent in IT/Engineering/Business

Tools

ITIL

Job description

Townsville City Council is seeking a Team Manager of Infrastructure, Support & Operations to lead a busy team responsible for council's IT infrastructure, technical support, and operational services in Townsville, QLD.

You will oversee service delivery, incident and problem management, manage vendors and contracts, monitor performance metrics, and drive improvements in infrastructure resilience and project delivery.