Head of Technology Operations and Service Management | Sydney | Permanent, hybrid
Employment type: Full-time permanent. Seniority: Executive, reports to the CIO. Package: exec package.
The role
A large Australian organisation with a regulated, mission-critical technology estate is appointing a Head of Technology Operations and Service Management. You own the run end to end: infrastructure, cloud operations, data centre, network, end user compute and service management, with application support delivered by a managed service partner. You hold the budget, the vendor contracts and the service levels, and you report to the CIO.
The mandate is plain: hold the managed service provider to its contract, lift service management from adequate to disciplined, and run a large estate so reliably that nobody on the executive has to think about it.
What you bring
- You have run technology operations at Head of or General Manager level, with the budget, the service desk, the infrastructure and the vendors under you. A team in the dozens and a run budget in the tens of millions is the right altitude.
- You have held a managed service provider to a contractual SLA regime as the client: service credits, performance reviews, renegotiation, replacement. Be ready to name the contract and what changed.
- Service management discipline: ITIL in practice, incident, problem and change that actually run, and the measurement that shows it. SIAM or ServiceNow is an advantage.
- Breadth across data centre, network, cloud and end user compute. You do not need to be the deepest engineer in the room, but you need to know when you are being told a story.
- Executive register. You brief a exec panel and an audit committee on service performance and vendor exposure without notes, and you are the person the executive relies on when the CIO is not in the room.
- We are particularly interested in people who have done this in FMCG, retail, distribution, technology or mid-sized financial services. Sector knowledge is not a requirement; pace, commercial discipline and vendor accountability.
- Are you authorised to work in Australia without employer sponsorship? (Yes / No)
- Have you held a managed service provider to a contractual SLA regime as the client, including enforcing service credits or renegotiating terms? (Yes / No)
- Have you led technology operations at Head of or General Manager level in FMCG, retail, Fin Tech or a fast paced environment / distribution, technology or financial services? (Yes / No)
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