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Operational Delivery Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeManager Full time $120,000 - $170,000
Job Description

 

We are seeking a seasoned IT Operations Manager to lead the internal service function and ensure seamless delivery of technology services across the business.

This role is critical in maturing our technology service management capabilities and building a scalable, resilient operational framework.

You will act as the primary internal lead for infrastructure operations, vendor management, ITSM implementation, and compliance with regulatory frameworks.

  • Manage day-to-day operations of internal and outsourced IT services, ensuring stability, responsiveness, and scalability.
  • Oversee incident, problem, change, and request management processes aligned with ITIL principles.
  • Partner with third-party vendors to ensure effective support and service level agreement (SLA) adherence.
  • Lead implementation and optimisation of IT Service Management (ITSM) tools such as Freshservice.
  • Develop operational reporting dashboards and KPIs for performance, user satisfaction, and compliance tracking.
  • Collaborate with our service providers to oversee delivery of support and change initiatives.
  • Plan, implement, and monitor changes to the IT infrastructure, ensuring they are executed without causing operational disruptions.
  • Establish and maintain a robust IT asset lifecycle management process, including hardware/software procurement.
  • Ensure business continuity planning (BCP) and disaster recovery processes are maintained and tested.
  • Develop and maintain strong stakeholder relationships across business units to align IT services with evolving needs.
  • Support compliance initiatives related to ISO27001 and APRA CPS 234, ensuring operational controls are implemented and auditable.
  • Mentor and potentially build a small internal support team as the function scales.
Required Skills and Qualifications
  • Proven experience in IT operations or service delivery management, ideally in a regulated environment.
  • Deep understanding of ITIL practices and service lifecycle management.
  • Experience implementing or managing ITSM/ITOM tools such as Freshservice or ServiceNow.
  • Strong vendor management and contract performance oversight.
  • Familiarity with Microsoft 365 environments, endpoint management, and SaaS ecosystems.
  • Excellent stakeholder management and cross-functional collaboration skills.
  • Ability to lead internalisation of service delivery functions and standard operating procedures.
  • Awareness of regulatory and compliance frameworks such as ISO27001 and APRA CPS standards.
Benefits

Benefits include access to tailored training and support, EAP programs, and volunteering days.

Apply now to make an impact.