Service Operations Manager - ICT

City of Melville; Perth; On-site; AUD 140,000 - 155,000; Full time

Benefits offered by this job

Flexible working

LeisureFit membership

Birthday Leave

Paid parental leave

Additional leave

15.5% Super

Salary packaging

PD support

Wellness programs

Employee club

Job summary

The City of Melville is seeking an experienced Service Operations Manager to lead the reliable delivery, governance and continual improvement of our technology services and operational infrastructure. Reporting to the CIO, you will oversee Service Desk, end-user computing, infrastructure operations and vendor management.

This permanent full-time role offers a competitive salary ($140,000–$155,000 pro-rata p.a.

Qualifications

• A tertiary qualification in information technology, business, management or a related discipline.
• ITIL certification or equivalent is desirable.
• Demonstrated experience in IT service operations and service delivery management.
• Experience leading service operations or technical support teams.
• Sound knowledge of incident, problem, change, request, asset and knowledge management.

Responsibilities

• Lead day-to-day technology operations and ensure reliable service delivery.
• Oversee incident, problem, request and change management processes.
• Monitor SLAs and performance metrics.
• Coordinate major incident responses and post-incident reviews.
• Develop service reporting and operational dashboards for leaders.

Skills

ITIL Certification

Leadership

Stakeholder Engagement

Incident Management

Communication

Governance & Security

Education

Bachelor's degree in IT/Business

Tools

ITSM Tools

Job description

The City of Melville is seeking an experienced and customer-focused Service Operations Manager to lead the reliable delivery, governance and continual improvement of our technology services and operational infrastructure.

Reporting to the Chief Information Officer, you will provide leadership across the Service Desk, end-user computing, infrastructure operations functions and operational efficiency. You will ensure the organisation receives responsive, secure and high-quality technology support that meets business, compliance and service-level requirements.

Location: City of Melville Civic Centre

Salary: Negotiated –$140,000 to $155,000 pro-rata p.a. + 12% Super

Employment Type: Permanent Full Time

What You’ll Be Doing

This is a key operational leadership position responsible for building a constructive, service-oriented culture that values accountability, collaboration, inclusion and customer-focused service delivery.

You will oversee day-to-day technology operations, strengthen IT service management practices and use service insights to identify opportunities for improved efficiency, automation, user experience and operational resilience. You will also work closely with internal stakeholders, suppliers and technology partners to ensure services are effectively managed and continually improved.

In this role, you will:

Lead the day-to-day delivery and operational reliability of technology services.

Manage incident, problem, request and change management processes.

Monitor service-level performance, operational measures and key performance indicators.

Coordinate major incident responses, communications, reviews and corrective actions.

Provide leadership across end-user computing, servers, networks, asset lifecycles, licensing and operational resources.

Lead and develop service operations and technical support teams.

Manage technology suppliers, contracts, service levels and escalation pathways.

Embed IT service management processes aligned with ITIL and recognised best-practice frameworks.

Support cyber security, risk management, business continuity and disaster recovery practices.

Develop service reporting, dashboards and operational insights for senior leaders and stakeholders.

Drive continuous improvement in automation, knowledge management, user experience and operational resilience.

Support the transition of new and changed technology services into operations.

What We’re Looking For

A tertiary qualification in information technology, business, management or a related discipline.

ITIL certification.

Demonstrated experience in IT service operations, service delivery management or a comparable operational leadership role.

Experience leading and developing service operations or technical support teams.

Sound knowledge of incident, problem, change, request, asset and knowledge management.

Experience using IT service management tools, reporting systems, knowledge bases and operational dashboards.

Strong stakeholder engagement and communication skills, including the ability to explain technical matters clearly to non-technical audiences.

Strong vendor, contract and supplier management capability.

Well-developed planning, prioritisation and decision-making skills.

A demonstrated commitment to customer service, governance, security and continuous improvement.

The ability to participate in after-hours escalation or major incident response arrangements when required.

Training or certification in business process improvement methodologies, such as Six Sigma, will be highly regarded.

Closing Date: Monday, 12 October 2026, 11.59PM AWST.

For further information about this position, please contact: Recruitment Team at 08 799

Why The City of Melville?

We are a welcoming and diverse community that enjoys a blend of retail and business precincts and an abundance of open spaces in a unique, natural landscape, along the shores of the beautiful Swan and Canning Rivers.

We are proud to be recognised as an Inclusive Employer 2024-2025 – a prestigious award that benchmarks workplace inclusion across various diversity areas. This recognition is the only one of its kind in Australia and highlights our commitment to fostering a workplace where diversity is celebrated, and inclusion thrives. In everything we do, we focus on our EPIC values of Excellence, Participation, Integrity and Caring and we aim to achieve an inclusive, vibrant, and sustainable future.

Why Belong?

Elevate your work experience with the City of Melville’s benefits!

Enjoy flexible working arrangements that help balance work and life

Stay active with a free LeisureFit membership

Celebrate your special day with Birthday Leave – no work on your big day!

Access paid parental leave to support your family

Take more time to recharge with 2 extra days of leave plus the option to purchase additional leave (up to 10 weeks off per year)

Benefit from a generous superannuation co-contribution of up to 15.5%

Maximise your pay with salary packaging and novated leasing options

Grow your career with structured professional development and study assistance programs

Look after your wellbeing with wellness initiatives and Employee Assistance Programs

Connect outside of work with a vibrant social club

The City of Melville celebrates diversity, inclusion, and belonging. We welcome and strongly encourage applications from individuals of all backgrounds, including but not limited to Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, and people living with disabilities.

All candidates applying for a position where the use of ‘plant and machinery’ or driving a vehicle is an inherent requirement of the role and other ‘high risk’ facilities where public safety is at risk, will be required to pass a drug and alcohol test as part of a pre-employment medical.

We appreciate the interest from Recruitment Agencies in collaborating with us, however, at this time, the City of Melville is managing the recruitment process for this role. Please refrain from submitting candidate profiles to our team. Rest assured, should the need for external assistance arise in the future, we will not hesitate to reach out to recruitment agencies.

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