IT Service Operations Manager

IT Service Operations Manager

One of Australia’s leading entertainment companies is seeking a highly motivated and experienced Service Operations Manager to lead their Technology Service Operations and Delivery function. This company is known for its innovative and captivating entertainment offerings, and this role will play a critical part in ensuring seamless service delivery to their customers.

WHAT’S ON OFFER

• PERM ROLE: $165,000 Package + 15% -30% Bonus.
• MELBOURNE CBD / HYBRID WORKING
• LEADING ENTERTAINMENT COMPANY

THE ROLE:

As the Service Operations Manager, you will have the exciting opportunity to lead the Technology Service Operations and Delivery function for all client products. You will manage a dedicated team, ensuring a 24×7 response, triage, support, and coordination capability. Key responsibilities of the role include:

• Providing responsive 24×7 incident management support services and problem resolution processes in collaboration with Dev Ops teams, with a focus on visibility and transparency of performance and operation.
• Establishing systems, policies, and procedures to drive excellence in system performance, maximizing availability and stability for customers.
• Managing change impact on production systems and processes, including coordination of software changes and releases throughout the development lifecycle.
• Managing environmental incident, change, and control processes.
• Coordinating and managing the IT support team members, including workload management, task allocation, and professional development.
• Communicating and leading at all levels, fostering an environment that encourages and recognizes success, while promoting close collaboration with other teams.
• Ensuring effective monitoring, control, and support of service delivery within a Dev Ops environment.
• Proactively mitigating and resolving escalations with a sense of urgency and determination.

TECHNICAL SKILLS & EXPERIENCE

To excel in this role, we are looking for a highly motivated individual who is delivery-focused and passionate about working with stakeholders. The ideal candidate possesses the following qualifications and skills:

• Proven experience in a service operations role across multiple client products, with the ability to engage effectively with Dev Ops teams.
• Excellent communication and collaboration skills, with the ability to influence and engage stakeholders at all levels.
• Strong understanding of technical issue resolution, workflow, and systems.
• Ability to thrive under pressure and think clearly in challenging situations, approaching them in a logical manner.
• Highly motivated, collaborative, proactive, and enthusiastic, with a hunger for learning, knowledge sharing, and continuous improvement.
• Excellent understanding of IT service delivery and support methodologies and processes, with knowledge of ITIL being beneficial.
• Strong analytical skills, coupled with a sense of ownership, urgency, and drive.
• Good understanding of traditional and cloud technologies.

To be successful, you must be someone who works collaboratively with the team and can adapt to high pressure environments. You need to be a people person that can easily build relationships and ensure the desired outcome is achieved.

To apply, click the link and upload your current resume in Microsoft Word format only (.doc or .docx), or please send through a copy of your latest CV to dmann@welovesalt.com for a confidential discussion.

We appreciate all applications; however, only shortlisted candidates will be contacted.

Salt is acting as an Employment Agency in relation to this vacancy.