Service Operations Manager

Overview

Join to apply for the Service Operations Manager role at The Star Entertainment Group.

The Star Entertainment Group (TSEG) is a publicly listed company on the ASX. Our purpose is to create fun at trusted destinations and our aim is to deliver sustainable outcomes for our guests, our Team Members, the communities in which we exist and our shareholders. We do this by providing entertainment, gaming, and leisure experiences in a safe, responsible, and ethical way. We will do this by embedding our values to lead the organisation with a focus on safer gambling and good business practices. Our properties across Brisbane, the Gold Coast and Sydney are world-class with many award-winning hotels, restaurants, bars, and entertainment venues.

Responsibilities

• Act as the Single Point of Contact (SPOC) for escalations and assist with the resolution of all requests and incidents related to the IT operating environment, with a strong emphasis on problem-solving and decision-making.
• Champion identification, planning and implementation of minor enhancements to existing operational systems where appropriate.
• Deliver customer service that is timely, effective, and efficient, ensuring it meets customer needs and service level standards.
• Help the team resolve 80% of technical issues on first contact when possible, or escalate to the appropriate resolver group immediately, coordinating with the Senior Operations Analyst as needed.
• Keep product knowledge up-to-date and maintain documentation; aim to achieve and maintain specialist knowledge of core critical services.
• Collaborate with the team to restore normal service operations quickly, minimizing business disruption while maintaining availability and service levels.

What we are looking for

• Minimum 4-year exposure to Service Desk or Call Centre environments
• Minimum 2-year exposure to Microsoft Windows Operating Systems for desktops
• Strong customer service focus with a realistic viewpoint on timeframes and limitations of the environment
• Strong general judgement and action orientation with excellent problem-solving skills in a complex IT environment
• Demonstrated experience in supporting high performing and highly available systems
• Experience mentoring others in a team environment

About you

You are proactive and detail-oriented with experience serving as the SPOC for all IT service issues. With strong problem-solving and decision-making skills, you ensure timely resolution of requests and incidents, drive continuous improvement, and maintain seamless communication across teams and stakeholders.

Your role will be pivotal in driving impactful outcomes and shaping future solutions by anticipating needs, resolving root causes, and aligning operations with strategic goals.

What we can offer you

• Complimentary meal on site every day including hot meals, sandwich bar and more
• Flexible working arrangements
• Up to 30% discounts across award-winning restaurants and accommodation
• An organisation that values diversity, teamwork and being your best self
• Diversity & Inclusion areas of focus including Multicultural, Gender, Aboriginal & Torres Strait Islander and LGBTQI+
• Extraordinary growth opportunities personally and professionally
• Opportunity to work with elite professionals and assets

Our culture

Each team member is expected to champion The Star's Purpose, Values, and Principles (PVP), which serve as the cornerstone of The Star's culture. Our purpose is to create fun at trusted destinations, living our values of Build memorable connections, Own It, Lead with Integrity, and Take good care.

We welcome applications from all cultures, ages, religions, genders, LGBTQI+ people, Australia's First Nations Peoples, and people with disabilities. We recognise the distinctive challenges that trans and gender-diverse applicants may encounter during the recruitment process. We offer flexible working options for team members to balance work and life that suits their needs.

The Star was awarded WGEA Employer of Citation for Gender Equality (2022-24) and has been recognised as a 2024 GOLD Employer by the Australian Workplace Equality Index (AWEI), which evaluates LGBTQI+ inclusiveness in the workplace.

It's your time to SHINE

Click on the link below to make your next career move with The Star.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Gambling Facilities and Casinos
• IT Services and IT Consulting
• IT System Operations and Maintenance

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