Head of IT Operations

Head of IT Operations

**How will you make an impact?**

Are you passionate about making a positive impact to our members dignified retirement?

This is an exciting opportunity to shape our technology operations by providing end to end management of our technology operations and services.

**The opportunity**

We're looking for a dynamic individual to join us as Head of IT Operations. Reporting directly to the Executive Manager, Technology, you'll be pivotal in ensuring the seamless functioning of our outsourced technology infrastructure while driving efforts to boost efficiency, reliability, and innovation across our IT operations. Your role will involve managing IT suppliers to contractual terms, guaranteeing high-quality service delivery for our members and staff, and proactively resolving any service issues or incidents that arise. If you're ready to make a real impact and thrive in a fast-paced environment, we want you on our team.

**Some of the key responsibilities**:

- Ensure customer-focused service delivery by managing IT supplier delivery to contractual terms, including cost and performance standards such as SLAs, KPIs, governance models, frameworks, and processes, Hostplus policies, regulatory requirements, compliance, and risk requirements. Approve service delivery decisions and act as the IT supplier escalation.
- Manage internal staff service delivery by monitoring service availability, reliability, continuity, and quality to ensure optimal availability and quality of technology services.
- Lead the Hostplus Change Advisory Board (CAB) and review and approve Requests for Change.
- Lead IT incident management and liaise with suppliers to ensure incidents are rectified quickly and effectively. Ensure key suppliers provide PIR reports on major incidents.
- Lead IT Budget preparation in collaboration with the Executive Manager, Technology.
- Monitor service delivery reporting and billing against contract terms, SLAs, and KPIs. Resolve issues and ensure service credits are claimed, tracked, and invoiced as per the contract terms. Support the Executive Manager, Technology with the resolution of billing or other commercial disputes.
- Conduct regular service review governance forums with key outsourced IT suppliers, documenting issues and actions and managing them to timely closure.
- Identify and oversee the delivery of IT service improvement initiatives, including proactive lifecycle management of technology services to ensure that all components are always under full vendor support.
- Maintain the Hostplus IT Operations Manual and ensure it is regularly updated and followed.
- Ensure appropriate Disaster Recovery capability and plans are maintained and regularly tested for business-critical services in accordance with APRA CPS230 requirements.
- Contribute to the identification of technology risks and compliance issues, overseeing the completion of agreed actions to reduce or mitigate technology risks and resolve compliance issues.

**About you**
- Minimum 5 years-experience in an IT Operations Manager or IT Manager role
- Degree in technology or computer science or other relevant qualification
- ITIL version 4 Foundations (mandatory), Manager or Practitioner (desirable)
- Demonstrated, strong IT operations and service delivery management leadership experience driving innovative practices in a managed services environment
- Demonstrated experience successfully partnering with multiple IT provider delivery model for end-to-end enterprise technology services
- Proven commercial management experience
- Strong project management experience and understanding of project management methodologies
- Demonstrated experience planning and delivering technology components required by business managed projects
- Exceptional service improvement experience along with demonstrated service transition experience for a wide range technology services

**What can we offer you?**

Our employees are passionate about what we do and are proud to be part of an organisation which helps everyday Australians achieve a brighter future. We value diversity of thought and have an open and flexible workplace. Some industry leading benefits we offer include:

- Hybrid and flexible work environment
- 15% superannuation
- Additional paid leave over Christmas and New Year
- Additional 5 days paid "flex leave", so that you can take time out when you need it
- 18 weeks paid parental leave
- 3 days community service leave
- 4 weeks paid gender affirmation leave
- Access to long service leave at 5 years
- Access to subsidised financial advice
- Dedicated per person development budget to support your growth

Just to name a few

**About us**

At Hostplus, we passionately provide our over 1.7 million members with the best possible service; constantly looking for new ways to deliver better value while helping members get the most out of their super. We are inspired to help our members achieve greater security for their future and ensure the