Service Operations Team Lead

ETHAN; Adelaide; On-site; AUD 90,000 - 130,000; Full time

Job summary

DIGICOM is seeking a Service Desk Leader to drive day-to-day delivery of IT managed services across Adelaide. You will lead both onshore and offshore teams, ensure SLA adherence, and maintain strong client engagement.

You’ll oversee escalation management, governance reviews, and continuous improvement initiatives while fostering a culture of excellence and accountability within the service desk.

Qualifications

• Bachelor’s degree in IT/Business/related discipline or equivalent experience.
• Extensive IT managed services delivery experience, with demonstrable onsite team leadership.
• Strong knowledge of ITIL and service management frameworks.
• Excellent stakeholder management, client-facing, and negotiation skills.
• Demonstrated leadership with ability to inspire and motivate teams.
• Strong analytical, problem-solving, and decision-making capabilities.

Responsibilities

• Lead the onshore and offshore service desk team to deliver managed services meeting client SLAs.
• Build trusted relationships with client stakeholders; run governance meetings and service reviews.
• Lead, coach and develop the team; manage scheduling, workloads and performance.
• Drive continuous improvement, process optimisation and automation in line with ITIL/ISO.
• Deliver services within contractual scope, budget and compliance requirements.
• Support contract renewals and service growth in collaboration with account leadership.

Skills

Leadership

ITIL

Stakeholder management

Client engagement

Onsite team leadership

Education

Bachelor's degree in IT/Business

Tools

ServiceDesk tools

Job description

• Put your leadership experience to work- lead a service desk team and shape service excellence.
• Broaden your career with opportunities to develop in service delivery and client engagement.
• Connect with customers and colleagues in a 100% onsite role across Adelaide CBD (3-4 days) and Kensington (1-2 days) per week
• Share on-call responsibilities through a weekly roster across teams.

When the rest of the world is headed left, Ethan goes right. We’re more than an IT, telco, and cloud provider, we’re disruptors and game-changers—we’re the kids in the class always doodling, creating, and innovating. Can you relate?

This is more than a Service Operations Team Lead role. We’re looking for someone who’s going to take on our ethos and help shape the future of our industry. Reporting into Service Desk Orchestration Manager, you’ll be accountable for leading and managing a dedicated, onshore and offshore service desk team. This role ensures seamless day-to-day delivery of IT managed services, adherence to SLAs, and proactive client engagement.

Acting as the senior point of escalation, drives service excellence, team performance, and continuous improvement while safeguarding client satisfaction and long-term partnership success.

You’ll also live and breathe our 10 commandments* (see More Than an Appendix below).

MORE THAN A ROLE

Our role descriptions aren’t the norm. These are some of your responsibilities:

Service Desk Leadership

• Lead the onshore and offshore team to deliver managed services (incident, problem, change and request) that meet client SLAs and operational targets.
• Maintain high availability and stability of business-critical systems, leveraging central service teams for innovation and extra capacity.

Client Relationship & Stakeholder Management

• Act as the primary onsite representative, building trusted relationships with client stakeholders and business leaders.
• Run regular service reviews, governance meetings and reporting.
• Act as the senior escalation point, ensuring prompt communication and resolution.

Team Management & Development

• Lead, coach and develop the team, managing scheduling, workloads and performance.
• Foster accountability, collaboration and continuous learning as the team’s key decision-maker.

Operational Excellence & Improvement

• Drive continuous improvement, process optimisation and automation in line with ITIL/ISO best practices.
• Maintain clear documentation, runbooks and knowledge bases.

Commercial & Compliance Management

• Deliver services within contractual scope, budget and compliance requirements.
• Manage the account P&L, monitoring costs and resource usage.

Growth & Partnerships

• Support contract renewals, change requests and service growth, partnering with the Client Account Director and Customer Success Manager to expand services and renew the Managed Services Agreement.
• Work with the Head of Program Delivery (PMO) to transition project deliverables smoothly into BAU support.
• Recruit and retain talent in line with approved resourcing commitments (COO).

THE ABSOLUTES-MUSTS

• Bachelor’s degree in IT/Business/related discipline (or equivalent experience).
• Extensive IT managed services delivery experience, with demonstrable experience leading onsite teams.
• Strong knowledge of ITIL and service management frameworks.
• Excellent stakeholder management, client-facing, and negotiation skills.
• Demonstrated leadership skills with the ability to inspire and motivate teams.
• Strong analytical, problem-solving, and decision-making capabilities.

Think you can fit more than a mould? Reach out, get in contact, arrest us with your professional rap sheet. Did we mention we’re looking for diversity? If you’re Aboriginal or Torres Strait Islander, we’d strongly advise you to apply.

MORE THAN AN APPENDIX (IT’S A LIFESTYLE)

• Professionalism and poise: Maintaining a dignified and professional demeanour across all interactions.
• Client-centric excellence: Delivering results that prioritise our clients’ needs and ensuring their end-to-end journey is nothing short of exceptional.
• Elevating the company’s success (not just your own): Understanding that we all win together.
• Extraordinary dedication: An eagerness to go beyond industry standards and expectations.
• Innovative mindset: A natural inclination to think creatively and a desire to collaborate with others who share this same perspective.
• Adaptive agility: Being versatile and responsive to the ever-changing technology landscape.
• A commitment to crafting new realities: Cultivating opportunities and creating positive experiences between colleagues, clients, and everyone you encounter.
• Continuous learning: An insatiable appetite for knowledge and skill enhancement, ensuring you’re always at the forefront of your field.
• Empathetic engagement: Building strong, genuine connections with clients and team members by putting in the time to understand their perspectives and needs.
• Sustainability awareness: A consciousness about the impact of our actions on the environment and society, aiming for sustainable business practices.