Head of IT Operations & Service Delivery - $180k+ Super

Allura Partners

Exciting opportunity to work in a recently acquired business by private equity with a very strong project pipeline

  • Lots of change and IT transformation happening
  • 2IC for technology department across over 70 sites
  • Likely to progress into head of technology role in the first 12 months
Head of IT Operations & Service Delivery - $180k+ Super

Inner west location*

This is a very exciting opportunity for the right candidate looking to progress into a head of technology role. This organisation have recently been acquired by private equity and are now undergoing a large transformation.

It is important to highlight up front that the successful candidate for this role will need to be comfortable with rapid change and ambiguity. Strong stakeholder management and capability to pivot quickly will be highly beneficial.

There is a need to set up a framework to catch the delivery whilst managing the EUC, Networks and general IT infrastructure. 

  • Management of the IT service delivery team, including service desk, desktop and application support.
  • Ensuring all incidents and requests are worked to agreed OLAs & SLAs targets.
  • Responsible for ensuring all service delivery KPIs are met or exceeded.
  • Be the owner of the major incident management process, ensuring it is followed and kept up to date.
  • Champion Service and Support in projects and developing a strong understanding of projects impacting IT service area and ensuring service impact is minimized and agreed.
  • Managing all new campus integration to enable smooth transition to BAU support and ensuring the process is fully documented.
  • Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
  • Chairing weekly CAB meetings to ensure all changes to the live environment are logged, approved, and communicated to the business stakeholders.
  • Drive internal and third party service review meetings covering performance, service improvements, quality and processes.
  • Responsible for the service delivery budget, ensuring all spend is within agreed budget.
  • Patching and anti-virus updates are deployed to all end points regular basis to ensure all end points are up to date.
  • Manage the desktop computing environment to ensure that laptops, desktops and other access devices are built to standard build.
  • Create, update and maintain all technical and user manuals.
  • Be the technical authority for the EUC environment.