Manager - Help Desk

Melbourne, VIC, AU, 3000

**About John Holland**:
At John Holland, our purpose is simple, we transform lives with everything we do.

We've always known at its heart infrastructure is about people — our customers, our employees, and the communities in which we work.

That's our difference. Deep experience and capability with a genuine care about creating better lives for people along the way.

Be part of a team that thrives on rising to the challenge of transforming lives for good.

**About the Project**:
John Holland is proud to be a key delivery partner on the Cross Yarra Partnership (CYP), responsible for the Operations & Maintenance of the transformative Metro Tunnel Project.

As part of this iconic infrastructure initiative, we’re seeking passionate professionals to help operate and maintain five world-class underground stations and associated tunnel systems.

This is your opportunity to work on cutting-edge transport infrastructure, ensuring safety, reliability, and performance for generations to come. Be part of a team that’s shaping the future of Melbourne’s rail network—above and below ground.

**About the Role**:
Working for John Holland, as part of the Cross Yarra Partnership (CYP) Asset Management Services team, the Discipline Maintenance Manager oversees an end-to-end maintenance program including planned and reactive maintenance services for the help desk.

The role supports Mobilisation Phase activities and the transition into the 24-year Maintenance Phase from day 1 operations.

The role ensures that the Help desk services are delivered in accordance with all relevant legislation, regulations, contractual obligations, business procedures and relevant requirements in compliance with the train operators rail accreditation.

**Responsibilities of the role include**:

- Observe and document witness testing throughout the testing and commissioning programme. Raising concerns and developing a deep knowledge of the assets and systems.
- Attend and document outcomes from OCC walks across all tunnel and station locations.
- Support the review and successful acceptance of O&M Manuals from the D&C team, validate the documentation and information provided and develop relevant procedures. Help systematise and integrate documentation into the CMMS and maintenance systems.
- Leverage systems and mobile tools to capture observations and validate the asset register, as builts, process and procedures.
- Support trials and validation of maintenance procedures throughout mobilisation and participate in trial operations in preparation for Maintenance Phase.
- Involvement in procurement activities in relation to the technical scoping of subcontractor works
- Complete all O&M training and various other training packages.
- Ensure the Computerised Maintenance Management System (CMMS) is populated accurately with appropriate asset data generated as part of the inspection and maintenance activities.
- Ensure contractors and all personnel conducting maintenance activities are suitably inducted, trained, and qualified.
- Develop strong working relationships with the client representative, contractual key stakeholders, and end users.
- Accountable for ensuring all maintenance activities are undertaken safely with a focus on Zero Harm.
- Minimise abatement risks by performance monitoring and reporting in line with Services Specification and contract KPIs.
- Maintain strong working relationships with the client representative, contractual key stakeholders, and end users.
- Ensure legislative obligations are met, including compliance with the relevant Building Codes.
- Conduct onsite safety and risk related audits and inspections. Report findings and ensure corrective actions are implemented.

**During the Maintenance phase**:

- Supervise the running of the help desk with as it relates to planned and reactive maintenance.
- Liaise with the train operator (Metro Trains Melbourne) for execution of the works and reactive response.
- Managing maintenance programs / disciplines including scheduling, resource allocation and workflow optimisation
- Overseeing site inspections, ensuring adherence to safety standards and compliance
- Preparing detailed reports on performance, compliance, and project outcomes

**To be successful in this key role, you must have**:
**Qualifications**
- Trade Qualification or relevant discipline experience

**Experience**
- Proven experience in operational leadership, subcontractor management and budgeting
- Strong commercial acumen with expertise in contract claim negotiation and cost control
- In-depth knowledge of building maintenance practices, and industry regulations
- Excellent communication, problem solving and organisational skills
- Proficiency in Project Management tools and Microsoft office suite
- Sound knowledge of OHS&E regulations, Codes of Practice, AS3000:2000, and safe working practices.
- Willingness to work shifts, overtime, and participate in an on-call roster.
- Experience within