Operations Lead
- Hybrid (3 days at office, 2 days at home)
- $140,000 - $155,000 Total Remuneration Package
The Operations Lead is accountable for implementing, governing, and ensuring compliance of service management practices (such as ITIL) across all IT applications, systems, and infrastructure. Supported by third-party managed service providers (MSPs) and internal business teams, this role ensures the high availability of IT systems. Additionally, the role acts as the primary Incident Manager for high or critical incidents during and after business hours (on a rotational basis).
...Technical Skills:
- ITIL Framework Expertise: Practical experience and qualification (ITIL Foundation/Practitioner) in establishing, executing, and governing key service management processes including Incident, Problem, Change, and Release management.
- Major Incident Management: Demonstrated capability to lead responses to critical incidents during high-stress situations, ensuring alignment with emergency standards like the General Emergency Management Standard (GEMS).
- Service Management Tools & CMDB Proficiency: Hands-on technical experience working with enterprise service management platforms (e.g., ServiceNow) and managing Configuration Management Databases (CMDB) / asset inventories.
- Vendor & MSP Performance Governance: Extensive experience monitoring, managing, and holding third-party Managed Service Providers (MSPs) and vendors accountable against established Service Level Agreements (SLAs).
- Disaster Recovery & Business Continuity (DR/BCM): Technical knowledge and at least 5 years of experience ensuring Disaster Recovery and Business Continuity management services are successfully implemented if a disaster is declared.
- Commercial & Procurement Acumen: Strong understanding of commercial processes to successfully manage vendor compliance, escalations, and alignment with corporate procurement standards.
In this role, you will:
- Robust ITIL Governance & Process Standardisation: Ownership of the development, implementation, compliance, and reporting of ITIL processes across all IT systems, ensuring consistent service management practices across internal teams and external vendors.
- 24/7 Major Incident Response & System Availability: Serving as the primary escalation point and rotation-based manager for major incidents to ensure maximum availability of IT systems, complemented by the effective day-to-day delivery of client facing support hubs.
- Vendor SLA Accountability & DR Readiness: Active performance management of external vendors against SLAs, combined with ensuring that Disaster Recovery and Business Continuity protocols are fully operational and ready to be deployed instantly when required.
Interested to learn more?
Please hit APPLY to submit a copy of your updated CV, or reach out to Simon at simon.main@randstaddigital.com.au with a copy of your resume, to discuss the role in more detail.
Don't tick all the boxes but believe this could be the next step in your career?
Great! Please apply and we look forward to seeing your resume. We don't expect you to tick every box, as the next step in your career should also provide you with an opportunity to learn new skills too!
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
