Service Operations Manager

Overview
Join to apply for the
Service Operations Manager
role at
The Star Entertainment Group
.
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.
Responsibilities
Act as the Single Point of Contact (SPOC) for escalations and assist with the resolution of all requests and incidents related to the IT operating environment, with a strong emphasis on problem-solving and decision-making.
Champion identification, planning and implementation of minor enhancements to existing operational systems where appropriate.
Deliver customer service that is timely, effective, and efficient, ensuring it meets customer needs and service level standards.
Help the team resolve 80% of technical issues on first contact when 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; 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 levels.
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 the environment
Strong general judgement and action orientation with excellent problem-solving skills in a complex IT environment
Demonstrated experience in supporting high performing and highly available systems
Experience mentoring others in a team environment
About you
You are proactive and detail-oriented with experience serving as the 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
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's culture. Our purpose is to create fun at trusted destinations, living our values of Build memorable connections, Own It, Lead with Integrity, and Take good care.
We welcome applications from all cultures, 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 flexible working options for team members to balance work and life that suits their needs.
The Star was awarded WGEA Employer of Citation for Gender Equality ) and has been recognised as a 2024 GOLD Employer by 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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Gambling Facilities and Casinos
IT Services and IT Consulting
IT System Operations and Maintenance
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