Key IT Service Management Role

1 day ago

Melbourne, Victoria, Australia beBeeOperations Full time $112,416 - $142,856
IT Operations Manager

You will oversee the design and delivery of critical IT service management processes that underpin technology operations—driving service reliability, rapid incident response, and continuous improvement to ensure every user experience is seamless, secure, and supported.

  • Lead the full lifecycle of IT service management processes across internal teams and external suppliers
  • Act as Change Manager and Major Incident Manager, ensuring risk is well-managed and disruptions are swiftly resolved
  • Oversee Incident, Problem, Service Request, Knowledge, and Asset/Configuration Management
  • Manage and optimise Hostplus' primary ITSM tool, ensuring compliance, usability, and integration
  • Collaborate with Service Delivery Managers to define and monitor KPIs and SLAs
  • Drive supplier alignment with Hostplus' ITSM framework during critical events and planned changes
  • Champion continuous improvement and technology enablement through automation and self-service
  • Communicate service performance, planned changes, and incident updates to stakeholders and leadership
About You:
  • Proven experience in IT incident, change, and problem management
  • Strong analytical, coordination, and stakeholder engagement skills
  • Ability to work under pressure and manage competing priorities
  • Deep understanding of ITIL principles and IT service management best practices
  • Experience with IT service management tools and systems integration
  • Project management capability and a proactive mindset
  • Bachelor's degree in IT, Computer Science, or related field
  • ITIL certification (Foundation or higher)
Our Culture:

We passionately provide around 1.8 million members with the best possible service; constantly looking for new ways to deliver better value while helping members get the most out of their super. We are inspired to help our members achieve greater security for their future and ensure they retire with dignity.

We welcome applications from everyone and if you require any adjustments made during the recruitment process, we encourage you to reach out to us and let us know how we can support.

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