Operations Service Manager

We have an incredible opportunity for an experienced Operations Service Manager to join our team in Melbourne on a full-time permanent basis. The successful candidate will manage complex and exciting projects at the cutting edge of technology in the transport industry space.

• Service Oversight & Governance
  • Oversee SLA, KPI, and contractual compliance across service delivery.
  • Manage the full lifecycle of incidents, problems, and changes following ITIL-based processes.
  • Act as the senior point of escalation for operational issues.
  • Generate and present service dashboards and performance reports to support decision-making.
• Reliability & Data-Driven Maintenance
  • Apply RAM and FMECA methodologies to enhance asset lifecycle management and risk mitigation.
  • Propose technology upgrades and maintenance strategies aligned with client needs.
  • Analyze performance data (e.g., MTBF, TAT) to improve service reliability and downtime prevention.
• IT & Systems Integration
  • Ensure operational systems are secure, robust, and compliant with ISO/IEC 27001 standards.
  • Drive continuous improvement through intelligent monitoring, automation, and AIOps.
  • Support integration between physical infrastructure, digital platforms, and monitoring systems.
• Stakeholder Relationship Management
  • Build trust-based partnerships with internal and external stakeholders following BRMI Level 3 principles.
  • Lead service review meetings and improvement planning sessions.
  • Represent service operations in governance forums and contribute to business proposals.
• Operational Readiness & Transition
  • Oversee the transition of new systems into operations, ensuring readiness, documentation, and training are in place.
  • Collaborate with delivery teams from project initiation to ensure long-term supportability and compliance.

• Strong foundation in IT operations and Level 2 support.
• Minimum of 5 years' experience leading support teams, with proven ability to manage day-to-day performance and team development.
• Hands-on experience with ITIL frameworks and operational processes.
• Ability to introduce and champion new work methodologies, fostering a culture of innovation and adaptability.
• Solid knowledge of cybersecurity principles and ISO/IEC 27001 standards.
• Experience with reliability engineering and predictive maintenance strategies.
• Skilled in data analysis, service reporting, and contract management.
• Excellent communication and stakeholder management skills.

Kapsch is an Equal Opportunity Employer, and we promote diversity and inclusion. As an international company, we are committed to building a workforce that is representative of the communities in which we live and operate.

Our culture thrives on mutual respect, responsibility, professionalism, dynamism while working together as a team towards achieving our goals.

We are a learning organization that invests in employee development through various learning platforms. We work as a team where collaboration and information sharing is a way of life.

• Hybrid and supportive Team Environment
• Continuous Learning through various platforms
• Access to EAP for the employee and family members 24/7
• International career website - Opportunity to grow within our team or beyond
• Christmas Special Leave
• Company sponsored social activities and end-of-year events

We welcome all applicants with the required qualifications including Australia's first peoples and those on bridging visa and permanent resident visa.

Candidates progressing to the pre-employment stage must present evidence of right to work in Australia and consent to obtaining additional checks that may include identity, verification, reference checks, criminal background checks, visa/immigration checks, and verification of academic qualifications.

If this sounds like an opportunity that suits you, please click the link below to apply. We look forward to receiving your interest

Please no agency applications.