Technical Operations Lead

Align Talent; City of Melbourne; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Hybrid working

Melbourne CBD based

Job summary

Align Talent are partnering with an established organisation managing an outsourced technology model. The role is the internal service owner for corporate technology including end-user computing, Microsoft 365, endpoint management and workplace tech, with hands-on work delivered by a MSP managed service provider.

You will report to the Head of Technology and focus on supplier relationships, service reviews, incident coordination and governance, while working with Engineering, Cyber Security and

Qualifications

• ITIL certification or equivalent service-management experience.
• Experience governing outsourced technology providers, with accountability for the outcome.
• Infrastructure or end-user technology background to challenge issues.
• Strong knowledge of incident, problem, change, request and SL management.
• Practical knowledge of Microsoft 365, endpoint mgmt, identity and modern workplace tech.
• Experience with technology asset and lifecycle management.
• Around 7+ years in technology operations or IT service management.

Responsibilities

• Own service outcomes across end-user computing, MS 365, endpoint management and workplace technology.
• Own the operational relationship with the MSP and other technology suppliers.
• Monitor service levels, recurring issues and improvements; hold providers to account.
• Lead service reviews, escalations and major incident coordination.
• Ensure controls for monitoring, patching, backup, recovery and support.
• Govern technology assets end-to-end: allocation, refresh, return and disposal.
• Oversee onboarding, role changes and offboarding from a tech viewpoint.
• Produce reporting on service performance, incidents, assets, risks and improvements.

Skills

Outsourced governance

IT service management

MS 365 & endpoint mgmt

Asset & lifecycle management

Incident/Problem/Change/SLM

Supplier management

Cyber security exposure

Education

ITIL certification

Job description

Align Talent are partnering with an established organisation that runs a predominantly outsourced technology model.

This role is the internal service owner for corporate technology - end-user computing, Microsoft 365, endpoint management and workplace technology. The routine hands‑on support is delivered by a managed service provider, and this role owns the outcome of it. You will report directly to the Head of Technology.

Most of your time goes into the supplier relationship - service reviews, escalations, recurring issues, major incident coordination - alongside operational controls, asset and lifecycle governance, and reporting service performance to senior leadership. You'll work closely with the Engineering, Cyber Security and Data functions to keep services secure and fit for purpose.

This is a role for someone who knows infrastructure and end‑user technology well enough to challenge a provider on the detail, and who measures success by whether the outcome landed rather than by how much they fixed themselves. There are no direct reports, so influence comes from how well you hold suppliers and stakeholders to account.

Key responsibilities

• Own service outcomes across end-user computing, Microsoft 365, endpoint management and workplace technology
• Own the operational relationship with the managed service provider and other technology suppliers
• Monitor service levels, recurring issues and improvement actions, and hold providers accountable for what was agreed
• Lead service reviews, escalations and major incident coordination
• Ensure operational controls are in place for monitoring, patching, backup, recovery and support
• Govern technology assets end-to-end, including allocation, refresh, return and disposal
• Oversee the technology side of onboarding, role changes and offboarding
• Produce reporting on service performance, incidents, assets, risks and improvement activity

About you

• Comfortable holding a supplier to account without needing to take the work back in-house
• Technically credible enough to question what you're being told
• Organised and structured, with a practical continuous-improvement mindset
• Commercially aware, particularly around licensing and supplier value
• Strong escalation and stakeholder skills - able to stay calm when something is on fire
• Looks for the opportunity to automate or simplify rather than accepting how it's always been done

Essential experience

• ITIL certification or equivalent service-management experience
• Demonstrated experience managing or governing outsourced technology providers, with accountability for the outcome rather than the delivery (non-negotiable)
• An infrastructure or end-user technology background strong enough to understand and challenge technical issues, without needing to perform routine administration yourself (non-negotiable)
• Strong working knowledge of incident, problem, change, request and service-level management
• Practical knowledge of Microsoft 365, endpoint management, identity and modern workplace technology
• Experience with technology asset and lifecycle management
• Around 7+ years in technology operations, IT service management or managed service delivery

Desirable

• Experience with Freshservice or a comparable ITSM platform
• Familiarity with Microsoft Intune, Entra ID and Azure
• Exposure to resilience, technology risk or compliance frameworks

We're also particularly keen to speak with people who have managed or led cyber security as part of a broader technology remit

Why you'll want to join

• A lean technology environment where strong execution gets noticed
• Genuine autonomy to improve service quality, strengthen controls and drive automation
• Visibility with senior leadership and governance forums
• Exposure across cyber security, engineering, cloud, data and technology governance
• Clear ownership of a service, with the influence that comes with it

Additional information

• Melbourne CBD based, hybrid working
• Permanent full-time
• No direct reports

Align Talent is committed to connecting great candidates with opportunities where diverse perspectives are valued. Teams with different ideas and experiences are more creative, effective, and innovative. If this role excites you but you don’t meet every point on the job description, applications from all qualified candidates are encouraged - skills, curiosity, and enthusiasm matter most.