Service Operations Lead - The Star Sydney

The Star Ent Group; Sydney; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Meal on site

Restaurant discounts

Diversity & Inclusion focus

Growth opportunities

Collaborative culture

Job summary

The Star is seeking a dynamic IT Service Operations leader to reshape our 24/7 support, incident, problem and change management, and drive automation and data‑led decisions to improve SLAs and service reliability.

You will build team capability across Service Desk, Application Support, and Field Services, fostering accountability and continuous improvement to scale operations and ensure proactive, insight‑driven performance.

Qualifications

• Completion of Relevant Tertiary studies (IT or Business)
• ITIL Foundations or advance certificate in Service Management
• Strong leadership abilities and capacity to motivate a high‑performance team
• Ability to foster a customer‑focused technologists culture
• Experience in high availability 7x24x356 environments and infrastructure concepts

Responsibilities

• Lead and manage a team of Field Service Engineers and Operations Analysts
• Ensure compliance with Casino and Technical Services procedures
• Oversee accurate daily service reporting
• Manage 24/7 operations to meet service standards
• Drive continuous improvement of systems and platforms
• Ensure compliance with employment laws and health & safety requirements

Skills

Leadership

ITIL Foundations

Team coaching

Customer focus

7x24 support experience

Compliance awareness

Education

Relevant IT or Business degree

Job description

For three decades, The Star Sydney has been a local landmark, deeply ingrained in Pyrmont and Darling Harbour. Committed to our communities, we strive to create fun in trusted destinations as Australia's premier entertainment hub. The Darling, and state‑of‑the‑art venues including The Star Event Centre and The Lyric Theatre have hosted prestigious events and international acts. With extraordinary dining options, including Sokyo, BLACK Bar and Grill, Cucina Porto and our vibrant Sports Bar where the action is live and loud, we are dedicated to delivering the ultimate entertainment, hospitality, and dining experiences for all.

This role will reshape IT Service Operations into a high-performing, scalable function that enables business continuity, customer experience, and operational excellence across a 24x7 environment. It demands a leader who can embed strong service management disciplines (Incident, Problem, Change), uplift automation and monitoring capabilities, and drive data‑led decision‑making to reduce noise, improve SLAs, and strengthen service reliability.

A key expectation is building team capability and resilience—driving structured cross‑training across Service Desk, Application Support, and Field Services to eliminate single points of failure and improve coverage. This leader will foster a culture of accountability (“own it”), continuous improvement, and operational excellence, ensuring the function evolves into a proactive, insight‑driven engine that supports scale, quality, and innovation.

A few of your responsibilities:

• Lead and manage a team of Field Service Engineers and Operations Analysts, including performance, behaviour, training, and development, while ensuring up-to-date knowledge of products and support processes
• Ensure the team follows all Casino and Technical Services procedures and practices
• Oversee accurate daily service reporting
• Manage the 24/7 operations team to ensure all system and admin tasks meet service standards and run efficiently
• Ensure the team meets compliance and regulatory standards
• Drive continuous improvement of systems and platforms
• Ensure compliance with employment laws and health & safety requirements

What we are looking for:

• Completion of Relevant Tertiary studies (IT or Business)
• ITIL Foundations or advance certificate in Service Management
• Strong leadership abilities, with the proven capacity to motivate, train and direct a high-performance operational team.
• Demonstrated ability to nurture a culture of Customer Service focused technologists
• Demonstrated experience in the enhancement, maintenance and support of high availability 7x24x356 environments
• Working understanding of Server, desktop & DR/BCP technologies
• Working understanding of Infrastructure architectures
• A genuine team player

About you:

You’re a proactive and collaborative professional with experience supporting diverse business applications and driven to create, optimise, and elevate service operations. You excel at resolving operational issues and working with platform teams to prioritise and manage backlogs, ensuring smooth and efficient operations. You are a technically credible, commercially astute leader who takes end-to-end ownership of service performance and operational resilience and thrive on mentoring and providing guidance to build an efficient operating unit.

Your role will be pivotal in shaping the success of our IT Operations & Services department by ensuring our systems are monitored and maintained for our internal and external clients.

What we can offer you:

• Complimentary meal on site every day including hot meals, sandwich bar and more.
• Up to 30% discounts across award winning restaurants and accommodation
• An organisation that values diversity, teamwork and being your best self.
• Diversity & Inclusion areas of focus including Multicultural, Gender, Aboriginal & Torres Strait islander and LGBTQI+
• Extraordinary growth opportunities personally and professionally
• Opportunity to work with elite professionals and assets

Please be aware that eligibility checks are required as part of the recruitment process and ongoing employment for this position.

Our culture:

At The Star, we are committed to creating a diverse, equitable and inclusive workplace that we know will contribute to exceptional experiences for our guests, a great place to work for our team members and positive outcomes for our communities. We believe in authenticity that embodies our Company values = Build Memorable Connections, Own It, Lead with Integrity, and Take Good Care.

We welcome applications from all cultures, ages, religions, genders, LGBTQI+ people, Australia’s First Nations Peoples, and people with disabilities. We recognise the distinctive challenges that trans and gender‑diverse applicants may encounter during the recruitment process. We offer a range of flexible working options for team members to find a balance between work and life that’s right for them and their unique well‑being needs.

The Star was awarded WGEA Employer of Citation for Gender Equality (2022-24) and has been recognised as a 2025 PLATINUM Employer by the Australian Workplace Equality Index (AWEI), which evaluates LGBTQI+ inclusiveness in the workplace.

It's your time to SHINE!