Head of Technology Operations

Accent Group Limited is the leading digitally integrated retail and distribution business in the Apparel and Footwear performance and lifestyle market in Australia and New Zealand. With over 850+ stores, 34 brands and over 30+ online platforms. Our brands include; Glue, Platypus, Skechers, Hype DC, Vans, Dr. Martens, Subtype, The Athletes Foot, CAT, Merrell, The Trybe, Timberland, Stylerunner, Hoka, UGG, Saucony, & Nude Lucy
We have an exciting role available for a Head of Technology Operations to join our Technology Team in our based at our State of the Art Cremorne Office, in Melbourne .
About the Role
Reporting to the General Manager of Technology, this is a rare and exciting opportunity, perfect for a strategic and organised team player. The Head of Technology Operations will lead the day-to-day management of technology infrastructure, services, operations and the ongoing project and new store activity to evolve Accent Group's core technology systems. This role is crucial in ensuring that the organization's technology systems are efficient, secure, and scalable to support business growth and operational efficiency. The Head of Technology Operations will be responsible for managing teams across infrastructure, support, service delivery, and system performance while driving innovation and process improvement across the technology landscape.
The key responsibilities will include the following:
Leadership and Strategy:
Develop and execute a strategic vision for the technology operations function, aligned with the Accent Group's broader business goals.
Lead, mentor, and develop a team of technology professionals across infrastructure and support.
Partner with other team leaders to ensure technology operations align with organizational objectives and support operational needs.
Oversee the design, implementation, and management of scalable technology infrastructure to support current and future needs.
Ensure the availability, performance, and security of the organization's systems, including networks, servers, databases, and cloud-based environments.
Manage relationships with third-party service providers and vendors to ensure seamless service delivery and cost optimization.
Service Delivery and Support:
Ensure the efficient operation of the service desk and support functions, providing a high level of customer service to internal stakeholders.
Develop and implement ITIL-based best practices for incident management, problem management, change management, and service level agreements (SLAs).
Drive the continuous improvement of technology service delivery through performance metrics, user feedback, and process optimization.
Operational Efficiency & Process Improvement:
Identify and implement process improvements to optimize technology operations, reduce downtime, and improve system reliability.
Lead automation initiatives and the deployment of new technologies to improve operational efficiency.
Monitor key performance indicators (KPIs) to ensure the team is meeting operational goals and benchmarks.
New Stores and Project Support:
Oversee the efficient delivery of infrastructure into new / refitted stores in alignment with delivery timeframes.
Provide technical and architectural leadership in solution planning for new technology projects / initiatives
Participate in cross functional project teams with other technology team members to deliver new technology solutions.
Risk Management and Security:
Ensure the organization's technology infrastructure is secure and compliant with industry regulations, data protection laws, and best practices.
Implement and oversee disaster recovery, business continuity, and data backup processes.
Work closely with security teams to identify and address potential security vulnerabilities in the technology infrastructure.
Budgeting & Resource Management:
Develop and manage the technology operations budget, ensuring efficient use of resources.
Ensure proper allocation of resources and staffing to meet business needs and project timelines.
Manage capital and operational expenses, ensuring the technology function delivers value while staying within budget constraints.
Communicate effectively with senior leadership to provide updates on technology operations performance, projects, and challenges.
Collaborate with cross-functional teams to ensure alignment on technology initiatives and the integration of operations with other business processes.
Foster a culture of transparency, accountability, and continuous improvement within the technology operations team.
To be successful you will ideally have the following skills & experience:
Demonstrated 10+ years of experience in technology operations or IT management, with at least 5 years in a leadership role.
In-depth knowledge of IT infrastructure management, service desk operations, cloud computing, and enterprise IT systems.
Strong understanding of ITIL frameworks, service delivery models, and best practices.
Proven experience managing cross-functional teams in a fast-paced environment.
Strong budget management, resource planning, and cost optimization skills.
Experience in managing vendor relationships and negotiating service contracts.
Previous experience working in a fast-paced retail environment
Strong stakeholder management and team engagement capability
Strong interpersonal and communication skills, with the ability to present complex technical information to non-technical stakeholders
Ability to identify, allocate and monitor performance of team members to successfully deliver outcomes to agreed timeframes
Excellent problem-solving, project management, and organizational skills.
Strong leadership capabilities with a focus on team development and performance optimization
IT certifications (e.g., ITIL, PMP, AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect) are a plus.
Knowledge of cybersecurity principles and data privacy regulations.
Familiarity with agile methodologies and DevOps practices.
Experience with automation and monitoring tools to improve operational efficiency.
The role does require some flexibility to accommodate technology deployments outside of business hours
At Accent Group Limited we are committed to creating an inclusive workplace that promotes and values diversity and inclusion. We believe in the diversity of our people across age, gender, identity, race, sexual orientation, ethnicity, physical and mental ability. We strive on creating an equal employment environment where everyone from any background can be themselves. The Accent Group acknowledges, and pays respect, to the Traditional Owners and ongoing custodians of the land. The Aboriginal and Torres Strait Islander and Maori people.
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