Service Lead

Ignite; Brisbane; On-site; AUD 120,000 - 150,000; Full time

Job summary

Ignite is seeking an experienced Service Lead to oversee service delivery, team performance, safety, workforce planning and 24/7 operational outcomes. The role is hands-on and requires a leader who can drive excellence, rostering, and continuous improvement in a fast-paced environment.

You will lead a high-performing team, manage workforce capability, ensure compliance, and collaborate with stakeholders to meet organisational objectives. NV1 clearance may be required.

Qualifications

• Proven experience leading and developing operational teams.
• Excellent communication and stakeholder management capabilities.
• Strong problem-solving and decision-making under pressure.

Responsibilities

• Lead operational service delivery within your designated area of responsibility.
• Monitor service performance and mitigate operational risks.
• Manage day-to-day activities and adapt to changing priorities.
• Support implementation of new systems and initiatives to ensure continuity.
• Coordinate resources to meet service requirements and targets.

Skills

Operational leadership

People coaching

Stakeholder management

Decision making under pressure

Safety culture emphasis

Education

Bachelor's degree in management or related field

Job description

Lead people. Drive operational excellence. Deliver critical services. We are seeking an experienced Service Lead to oversee service delivery, team performance, safety, workforce planning, and operational outcomes within a critical service environment. This is a hands-on leadership role suited to a people-focused leader who thrives in fast-paced operational settings. You will be responsible for leading a high-performing team, managing workforce capability and rostering requirements, ensuring compliance and safety standards are met, and maintaining service performance across a 24/7 operational environment. The role operates on a 7-day rotating roster and may include weekend escalation responsibilities.

About the Role

As a Service Lead, you will be responsible for the day-to-day leadership of operational teams while ensuring the safe, efficient and effective delivery of services. You will provide direction, coaching and support to your team, make autonomous operational decisions, and work collaboratively with stakeholders across the business. You will play a key role in driving service improvements, managing workforce requirements, supporting employee performance and wellbeing, and ensuring organisational objectives are achieved.

Key Responsibilities

Service Delivery & Operations

• Lead operational service delivery within your designated area of responsibility.
• Monitor and maintain service performance, identifying and mitigating operational risks.
• Manage day-to-day operational activities and respond effectively to changing priorities and demands.
• Support the implementation of new systems, technologies and business initiatives while maintaining service continuity.
• Coordinate resources to meet service requirements and operational targets.

People Leadership

• Lead, coach and develop a team of operational professionals.
• Create a positive, inclusive and high-performing team culture.
• Establish clear performance expectations and provide ongoing feedback, coaching and mentoring.
• Manage employee performance, attendance and conduct matters in line with organisational frameworks.
• Support training, development and certification pathways to build team capability.
• Effectively communicate organisational priorities and strategic objectives to employees.

Workforce Planning & Rostering

• Support workforce planning activities to ensure operational coverage and business continuity.
• Manage rostering requirements within a complex operational environment.
• Collaborate with stakeholders to optimise resource allocation, leave management and workforce utilisation.
• Ensure staffing levels align with operational demand and service commitments.

Safety, Risk & Compliance

• Champion a strong safety culture and ensure compliance with organisational and regulatory requirements.
• Monitor safety, risk and compliance performance and implement corrective actions where required.
• Investigate incidents, identify trends and support continuous improvement initiatives.
• Promote proactive management of physical and psychosocial risks within the workplace.

Financial & Operational Performance

• Contribute to budget management and cost control initiatives.
• Monitor expenditure, overtime and resource utilisation to support operational efficiency.
• Drive continuous improvement opportunities that enhance service delivery while managing costs.

About You

• Proven experience leading and developing operational teams.
• Strong leadership skills with the ability to motivate, coach and influence others.
• Excellent communication and stakeholder management capabilities.
• Confidence handling difficult conversations, performance matters and employee issues professionally and constructively.
• Experience working within complex, highly regulated or safety-critical environments.
• Demonstrated ability to manage competing priorities and make sound decisions under pressure.
• Strong operational planning and problem-solving skills.
• Experience in workforce planning, rostering and resource management will be highly regarded.
• Relevant tertiary qualifications in management, business or a related technical discipline will be advantageous.
• Must be able to obtain and maintain NV1 Clearance.

This is an opportunity to step into a challenging and rewarding leadership role where you can make a meaningful impact on service delivery, team performance and operational excellence. You will join an organisation that values safety, collaboration, continuous improvement and strong leadership, while offering the opportunity to lead engaged teams in a dynamic operational environment.