Service Operations Manager

The Star Entertainment Group (TSEG) is a publicly listed company on the ASX. Our purpose is to create fun at trusted destinations and our aim is to deliver sustainable outcomes for our guests, our Team Members, the communities in which we exist and our shareholders. We do this by providing entertainment, gaming, and leisure experiences in a safe, responsible, and ethical way. We will do this by embedding our values to lead the organisation with a focus on safer gambling and good business practices.

Our properties across Brisbane, the Gold Coast and Sydney are world-class with many award-winning hotels, restaurants, bars, and entertainment venues.

As the Service Operations Manager, reporting to the Head of Operations Support, you will act as the Single Point of Contact (SPOC) for escalations. Your responsibilities will include team management, assisting with the resolution of all requests and incidents related to the IT operating environment, with a strong emphasis on problem-solving and decision-making.

This is a fantastic opportunity where you will champion the Identification, planning and implementation of minor enhancements to existing operational systems, where appropriate

A few of your responsibilities:

• Focus on delivering customer service that is timely, effective, and efficient, ensuring it meets both customer needs and service level standards.
• Help the team resolve 80% of technical issues on first contact whenever possible, or escalate to the appropriate resolver group immediately, coordinating with the Senior Operations Analyst as needed.
• Keep product knowledge up-to-date and maintain documentation as required. Aim to achieve and maintain specialist knowledge of core critical services.
• Collaborate with the team to restore normal service operations quickly, minimizing business disruption while maintaining availability and service

What we are looking for:

• Minimum 4-year exposure to Service Desk or Call Centre environments
• Minimum 2-year exposure to Microsoft Windows Operating Systems for desktops
• Strong customer service focus with a realistic viewpoint on timeframes and limitations of environment.
• Strong general judgement and action orientation coupled with strong problem solving skills in a complex IT environment.
• Demonstrated experience in the support of high performing and highly available systems.
• Experience in mentoring other in a team environment

About you:

You are proactive and detail-oriented with experience serving as the Single Point of Contact (SPOC) for all IT service issues. With strong problem-solving and decision-making skills, you ensure timely resolution of requests and incidents, drive continuous improvement, and maintain seamless communication across teams and stakeholders.

Your role will be pivotal in driving impactful outcomes and shaping future solutions by anticipating needs, resolving root causes, and aligning operations with strategic goals.

What we can offer you:

• Complimentary meal on site every day including hot meals, sandwich bar and more.
• Flexible working arrangements
• Up to 30% discounts across award winning restaurants and accommodation
• An organisation that values diversity, teamwork and being your best self.
• Diversity & Inclusion areas of focus including Multicultural, Gender, Aboriginal & Torres Strait islander and LGBTQI+
• Extraordinary growth opportunities personally and professionally
• Opportunity to work with elite professionals and assets

Please be aware that eligibility checks are required as part of the recruitment process and ongoing employment for this position.

Our culture:

Each team member is expected to champion The Star's Purpose, Values, and Principles (PVP), which serve as the cornerstone of The Star'sculture.

Our purpose is to create fun at trusted destinations. This commitment involves living our values of Build memorable connections, Own It, Lead with Integrity, and Take good care.

We welcome applications from allcultures, ages, religions, genders, LGBTQI+ people, Australia's First Nations Peoples, and people with disabilities. We recognise the distinctive challenges that trans and gender-diverse applicants may encounter during the recruitment process. We offer a range of flexible working options for team members to find a balance between work and life that's right for them and their unique well-being needs.

The Star was awardedWGEA Employer of Citation for Gender Equality and has been recognised as a2024 GOLD Employerby the Australian Workplace Equality Index (AWEI), which evaluates LGBTQI+ inclusiveness in the workplace.

It's your time to SHINE

Click on the link below to make your next career move with The Star.