Operations Lead

**Job Number**:
979590

**Work type**:
Permanent Full Time

**Location**:
Melbourne - Docklands

**Categories**:
Information Technology

**Who we are**:
In Melbourne, water is essential to our way of life.

As caretakers for Melbourne’s water cycle, we care for water, life and land throughout Melbourne: both its people and its biodiversity.

Each time you drink from the tap, flush a toilet, run through a yard sprinkler, or kayak down the Yarra we’re there. Primed and ready, quietly delivering some of the world’s cleanest water for over five million residents and wildlife that call Melbourne home, just as we have for over 130 years.

If you value making it count, diving in with curiosity, and doing what’s right, you're in the right place.

**About the Role**:
Reporting to Manager Operations this is a pivotal role within Corporate Services. As the Operations Lead you will be responsible for implementing and governing service management practices, with the support of third-party managed service providers, professional service providers and other teams within the business.

The role will act as the Melbourne Water incident manager for any high or critical incidents during and after business hours (on rotation) and is responsible for the availability of Melbourne Waters IT systems.
- Accountability of service management tool availability and managing to support software levels
- Act as primary MW contact for Major incident management response (during and after business hours on rotation)
- Developing service management process and procedures and ensure compliance across IT.
- In the event of a disaster being declared, accountability to ensure the Disaster recovery and business continuity management services are implemented.
- Managed service provider and vendor performance governance against SLA’s
- First point of contact for incident, problem and change escalations.
- End of end ownership of incident, problem and change escalations.
- Service Management tool governance, capability uplift and continuous improvement - working with managed service provider to perform.

For more information, please refer to the attached Role Mandate

**About you**:

- Tertiary qualification in technology or equivalent industry working experience.
- ITIL v 3 or 4 Foundation and/or Practitioner.
- Excellent understanding of ITIL service management delivery methodology, frameworks, and best practice
- Experience working with a service management tool and CMDB/asset inventory management e.g. Service Now or Remedy
- Managing critical incidents in line with ITIL and GEMS (General emergency Management standard) frameworks.
- Managing ticket or incident escalations
- Primary escalation contacts for major incident, problem, change and release management.
- Ability to think logically and demonstrate strong analytical and problem-solving skills during high stress situations.
- Strong knowledge and understanding of business needs with ability to establish and maintain a high level of customer trust and confidence.
- Experience in a service delivery role or operational lead role working with a managed service provider.

**Why join us**:
At Melbourne Water, we care deeply about water and the life it sustains.

Our team is inspired by passion and purpose, with an unwavering commitment to safety. We are on a mission to protect every Melburnian’s way of life, one drop at a time.

We don’t just talk about flexible working - we live it. Our culture of purpose, safety, results, and learning flows through everything we do. We're dedicated to doing what's right, and this commitment extends to the meaningful work we do in a supportive and inclusive culture that encourages you to make the most of your talents.

**How to Apply**:
Closing date: Sunday 13th July 2025 at 11:55pm AEST

**Advertised**:
01 Jul 2025 AUS Eastern Standard Time

**Closing**:
13 Jul 2025 11:55 PM AUS Eastern Standard Time