IT Service Operations Lead
Contract Type
Permanent full-time
Location
VIC
Industry
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Date Published
22-May-2026
A leading Melbourne based organisation is looking for an experienced IT Service Operations Lead to take ownership of a critical support and service function across a fast paced, high profile environment.
This is a hands on leadership role suited to someone who can step in, build trust quickly, uplift operational maturity, and bring structure, accountability and modern service management practices into an evolving technology environment.
You’ll lead the day-to-day IT service operation while driving improvements across incident management, service delivery, change processes, automation and customer experience.
What You’ll Be Doing
This is a hands on leadership role suited to someone who can step in, build trust quickly, uplift operational maturity, and bring structure, accountability and modern service management practices into an evolving technology environment.
You’ll lead the day-to-day IT service operation while driving improvements across incident management, service delivery, change processes, automation and customer experience.
What You’ll Be Doing
- Leading the IT support and service operations function across BAU and critical event operations
- Driving uplift and maturity across ITSM processes aligned to ITIL best practice
- Managing Incident, Problem, Change and Major Incident processes end-to-end
- Overseeing service desk operations, escalations, SLAs and service quality metrics
- Supporting and mentoring a technical support team while creating accountability and high service standards
- Partnering with senior business stakeholders and external vendors across the organisation
- Improving operational efficiency through automation, workflow optimisation and emerging technologies including AI
- Managing operational readiness and support coverage for major events and business critical periods
- Contributing to infrastructure, workplace technology and operational improvement initiatives
- Proven experience in IT Operations, Service Delivery or Service Management leadership roles
- Strong understanding of ITIL-based service management frameworks
- Experience uplifting or modernising service desk / support functions
- Hands-on technical capability across Microsoft technologies and modern workplace environments
- Ability to lead during high-severity incidents and fast-paced operational situations
- Strong stakeholder engagement and communication skills
- Experience with ITSM platforms such as Freshservice highly regarded
- Exposure to automation, self-service, AI-enabled support tools or operational analytics advantageous
- A pragmatic, personable and solutions-focused leadership style
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We’d love to see how we can streamline your hiring together.
