Operational IT Service Delivery Specialist

6 days ago

Canberra, ACT, Australia Tasmania Full time
About the Role

We are seeking an experienced Operational IT Service Delivery Specialist to join our team at Tasmania. As the Operational ITSM Specialist, you will play a key role in maintaining the reliability of our environment and driving a culture of operational excellence.

Key Responsibilities
  • Drive activities to maintain the reliability of the environment and support a culture of operational excellence.
  • Perform the role of Major Incident Manager on an on-call basis.
  • Deliver high-quality services and create measurable value for our customers.
  • Support the resolution of high-priority incidents and proactive incident prevention.
  • Coordinate emergency changes, manage events, monitor environments, and resolve problems through strong collaboration in a multi-vendor complex environment.
  • Timely detection, investigation, remediation, and reporting of priority technology incidents.
  • Take measures to be resilient against technology incidents and minimize repeats through effective problem management methods and controls.
  • Support our change management process and maintain an appropriate risk culture while facilitating fast and reliable technology change.
  • Work closely with key stakeholders across the organization to achieve our objective of re-imagining service delivery and providing laser-like focus on all three fronts: resilience, reliability, and innovation.
  • Seamlessly balance the reliability and resilience of our services while supporting emerging technology trends and transformational initiatives with a focus on digital and data.
Requirements
  • Strong people leadership and proven ability to foster strong collaboration and a sense of belonging within a geographically distributed team.
  • A career in modern technology operations, major incident management, and service reliability.
  • Experience in regulatory and executive reporting, and familiarity in unlocking insights through unified analytics and AI, enabling better data-driven decisions.
  • Experience in reducing the impact of priority incidents and providing efficient resolutions.
  • Experience identifying control gaps and implementing governance controls.
  • Experience creating measurable value for customers through seamless digital experiences, faster delivery, and sustainable change.
  • Strong commercial mindset, pragmatic, motivated, and passionate for modern practices such as Site Reliability Engineering (SRE), AIOps, and discovering smarter ways of delivering automated services eliminating toil.
  • Solid experience in IT Service Management and Operations as a Senior Leader.
  • Working knowledge of on-premise infrastructure technologies and Service Now.

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