Sustainment Operations Manager

Under the direction of the Practice Lead – Enterprise Systems, the Sustainment Operations Manager oversees IT service delivery, ensuring stability, security, and customer satisfaction by managing internal teams and working with external providers to deliver services on time and to agreed service levels. This role will be full time, onsite, based at our customer's premises, a Federal Government department in Canberra, ACT.

Key responsibilities include defining, implementing and managing service delivery processes and operations, leading incident, request, change and problem management activities, driving continuous improvement, mentoring staff and fostering strong client relationships. The Sustainment Operations Manager is responsible for the success and delivery of contracted outcomes for the Level 2 Service Desk, Level 3 Production Support Team and the Change Management function.

Who Are We?

Citadel Edge is an Australian-owned specialist technology company with over 25 years of experience. We serve a range of critical sectors, including government, health, defence, national security, higher education and commercial. Delivering secure, end-to-end solutions, we're trusted to solve complex problems with clarity, speed, and precision. Citadel Edge unites specialist teams under one trusted brand – streamlining access to advanced and integrated capabilities in software, cyber, and technology.

What's The Role?

• Ensure the ongoing stability, security, and performance of IT services by managing operational processes and resolving issues.
• Establish and maintain effective best practice operational methods, procedures, and service delivery frameworks to enhance efficiency and quality.
• Analyse and improve operational processes for better quality, productivity, efficiencies and effectiveness.
• Monitor and deliver key performance indicators (KPIs) and service level agreements (SLAs) and their outcomes to expected contractual commitments.
• Analyse performance metrics to identify inefficiencies and drive strategic improvements.
• Foster strong relationships with clients and stakeholders, acting as a primary point of contact to understand needs and manage expectations.
• Lead the teams to manage the resolution of all tickets within SLAs including persistent technical issues to minimise impact and ensure business continuity.
• Lead, mentor, and develop service delivery teams, including managing performance and professional development plans. Manage team dynamics and personnel matters accordingly.
• Drive continuous improvement initiatives by identifying opportunities to simplify operations and enhance service quality.
• Create and track day action plans for direct team activities.
• Monitor service performance and prepare detailed reports for management, providing insights / trends into service delivery effectiveness and identifying areas for growth.
• Work closely with the Practice Lead to provide input into roadmap activities.
• Activities are to be undertaken on time, with regular updates provided to the Practice Lead for reporting purposes to the customer.
• Identify, assess, and mitigate risks related to service delivery and project execution.

What's Our Edge?

• Extra leave – Parental, Volunteer, Pawrental, Birthday, and the opportunity to purchase more.
• Opportunities for leadership & development.
• Employee recognition & celebrations.
• Wellbeing led & community focused environment.
• Most of all, a supportive, inclusive, and diverse company.

What's Your Edge?

• NV2 Security Clearance.
• Relevant tertiary qualifications.
• Project Management and familiarity with project management tools, including JIRA.
• Extensive use of service management toolsets.
• ITIL Foundations Certification.
• Working knowledge with the Microsoft Office suite.

Not confident that you have everything listed above? Don't let that stop you applying, and if there are any reasonable adjustments you may need throughout the hiring process, please reach out. We will be happy to assist.