Senior Manager

Who Are We 

Hansen (ASX: HSN) is a global provider of software and services to the energy, water and communications industries. With our award-winning software suite, we help more than 600 customers in over 80 countries to create and deliver new products and services, engage with customers, and control and manage critical revenue management and customer support processes. 
 
Traditionally Hansen has been known for our billing and customer care solutions for utilities and energy companies; and for our BSS/OSS solutions for the communications industry. Yet today our solutions are far broader than this – from enabling the strategic trading of energy resources, to gaining real insights from the data tsunami that smart meters enable and the ability to quickly sell products through our Catalog-driven solutions. Put simply, our solutions are essential ingredients in our customers' commercial business model, providing them the ability to create and deliver these essential services, charge for them, and establish and maintain lasting relationships with their end customers. 

Why This Role Matters  

Stabilize and Scale, Govern and Guide, Automate and Advance. 

At Hansen, platform reliability is a strategic enabler. As Senior Manager – Services & Platform Reliability, you'll be accountable for the health of our live services and the engineering platforms that power them. You'll lead incident response, drive root-cause resolution, and embed reliability into our build-and-release pipelines. Your work will ensure faster, safer releases and predictable service performance—directly supporting product margins and customer trust. 

This is a leadership role with broad impact. You'll work cross-functionally with QA, Platform Engineering, and Service Desk teams to uplift standards, reduce manual toil, and publish clear reliability metrics that guide decision-making across the business. 

What You'll Do  

• Own live-service reliability: Set service targets, define hand-offs, and hold teams accountable. 

• Lead major incidents: Manage on-call rotations, run incident bridges, and drive fast restoration. 

• Govern change risk: Chair change reviews, assess rollback plans, and approve safe releases. 

• Partner with QA: Align on release readiness and verification steps. 

• Build reliability into pipelines: Collaborate with Platform Engineering to embed checks and guardrails. 

• Standardise observability: Ensure useful dashboards, alerts, and runbooks across all services. 

• Reduce manual work: Automate repetitive tasks and improve ticketing workflows. 

• Publish reliability scorecards: Track and share performance metrics and incident costs. 

• Guide resilience and capacity: Use data to inform scaling and recovery strategies. 

• Ensure audit readiness: Maintain change records, access controls, and incident logs. 

What You Bring 

• Proven leadership in incident management and service reliability. 

• Strong understanding of change risk, observability, and automation in software delivery. 

• Incident leadership: Runs major incidents calmly, assigns roles effectively, and drives fast restoration. 

• Change risk management: Leads lightweight change reviews, enforces rollback and verification plans. 

• Reliability engineering: Sets meaningful service targets and designs for graceful recovery. 

• Stakeholder influence: Aligns Product, QA, Platform, and squads around outcomes—not just tasks. 

• L1/L2 operations uplift: Improves triage quality, escalation paths, hand-offs to engineering, and maintains a high-quality knowledge base. 

• Experience in 24×7 SaaS operations and ITIL-lite environments. 

• Familiarity with Energy & Utilities domain is a plus(e.g., billing, market messaging, AER/CDR). 

We are proud to be an equal opportunities employer. Hansen prides itself on celebrating diversity and are committed to creating an inclusive environment for all employees, even extending this to how we work with our customers, partners and suppliers. We welcome applications from all qualified candidates, regardless of age, disability, gender identity or expression, marital status, race, ethnicity, religion or belief, sexual orientation, or any other protected characteristic. If you require any adjustments or accommodations during the recruitment process, please let us know.