Service Operations Lead
3 days ago
About Future Fund Management Agency
We're a global investor and a leading player in the Australian sovereign wealth fund market, managing over $270 billion across seven public asset funds. Our mission is to grow Australia's future by investing in opportunities that drive economic growth and create long-term value.
The Opportunity
As the Workplace Technology Service Operations Lead, you will play a critical role in supporting our established ITIL Service Operations capability, driving continuous improvement initiatives across business-as-usual functions, and collaborating with your peers to deliver exceptional service to our stakeholders. You will contribute to the maturity of our Employee Service Centre and Service Catalogue, working closely with our ServiceNow Managed Service provider to ensure seamless onboarding and offboarding processes for new starters.
Key Responsibilities
- Oversee the Software and Hardware Asset Management process, identifying opportunities to mature, integrate, and develop strategies across the entire asset lifecycle management process via ServiceNow.
- Support the transition of projects into production, identifying opportunities for the IT Service Desk to participate in transition activities, and raising any identified risks with recommendations.
- Build constructive relationships with stakeholders across various business units and manage effective communications through multiple channels to drive service stability and achieve our goals.
About You
Candidates for the Workplace Technology Service Operations Lead role should possess a Bachelor's degree in Information Technology, Computer Science, or a related field. ITIL V3 or V4 practitioner stream certifications or course completion are highly desirable. The ideal candidate will have over 5 years of proven experience in Service Operations or a similar role within a large-scale IT environment, demonstrating proficiency in the ITIL framework, incident management, problem management, change management, knowledge management, hardware and software management, and service level management.
Requirements
- Proven experience in Service Operations or a similar role within a large-scale IT environment.
- Proficiency in the ITIL framework, incident management, problem management, change management, knowledge management, hardware and software management, and service level management.
- Strong problem-solving techniques, resilience, and a high attention to detail.
- Competency with ServiceNow and an analytical approach to extracting insights from data for improvement opportunities.
- Exceptional organisational skills, strong leadership qualities, and excellent interpersonal and communication skills, both verbal and written.
We Are For Everyone
We believe that every person, every skillset, and every mindset is an asset. We want everyone to feel comfortable bringing their authentic selves to work. Our approach to investing is pure: we think about it deeply, and daily. We're looking for future minds like yours to join our team and contribute to creating a better future for Australia.
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