Manager Operations

4 weeks ago

Cremorne, Australia AGL Energy Full time

Join the change. Together, we’ll make history.
 

As we keep the lights on for over four million customers and move towards a more sustainable way of life, it’s an exciting time to be at AGL. We’re re-imagining how homes and business live and work across the country and we want you to be a part of it. This moment will define our time, and your career as you work alongside Australia's best and brightest minds. You’ll grow and learn in a collaborative, safe and supportive environment and play your part in changing the course of tomorrow.
Everyone at AGL is an important part of building a better energy future and we want you to join in. 

About the Role 

Role & Team Overview 
The Employee Technology team at AGL supports the enterprise by managing the applications, ITSM processes, support, and tools used daily by employees. This broad environment requires cross-functional collaboration and includes core services such as IT Service Management, User Experience, IT Disaster Recovery, IT Service Continuity, IT Service Desk, End User Computing technology, Employee Applications & Delivery, and Video Conferencing Support and Workplace Delivery. 

Within Employee Technology, the IT Operations Team drives efficiencies, maturity, and adoption of ITSM practices in a federated model. This includes enabling ITIL, SRE, DevOps, and SIAM methodologies across IT Operations and Service Delivery. 

The Operations Manager, a people leader role, is responsible for the day-to-day management and governance of core ITSM processes and procedures that underpin IT Operations, enhancing resilience and reliability for AGL platforms. The role also focuses on user experience and satisfaction with IT services and products, emphasizing outcomes through Managed Services Partners. 

Please note, this is an 18-month fixed term contact.  

What you’ll be doing 

  • Lead the team in managing daily operations, user experience, and governance of IT Service Management functions, including incident, problem, disaster recovery, service continuity, asset, and service level management. 

  • Provide leadership to improve and embed ITSM, IT Asset Management, Disaster Recovery, and Service Continuity processes across the organization, aligned with best practices like ITIL, COBIT, and IT4IT. 

  • Oversee the continuous improvement and modernization of technical platforms and tools for ITSM, User Portals, Disaster Recovery, Service Continuity, and Asset Management. 

  • Manage user experience by conducting research, designing interfaces, and evaluating feedback, while fostering skill sharing and supporting technology and business users. 

  • Oversee the training and adoption of Employee Technology applications (e.g., O365, SharePoint, Windows, ITSM User Interfaces). 

  • Produce operational reports and insights. 

  • Provide leadership and coaching for direct reports, including goal setting, feedback, performance appraisals, and career development. 

  • Manage partners to contractual terms and SLAs, enhancing partner value beyond base terms and budget. 

 

About you 

  • Extensive experience and strong knowledge in Service Delivery Management and Service Operations. 

  • Exceptional organizational skills with the ability to prioritize amidst ambiguity. 

  • Proven leader with experience in building and guiding teams through change and development. 

  • Extensive relationship management experience with IT vendors and suppliers. 

  • Friendly, team-oriented self-starter with the flexibility to thrive in a dynamic environment and strong interpersonal skills for effective collaboration and achieving positive outcomes. 

  • Advanced analytical problem-solving and decision-making skills. 

  • Skilled in negotiation and influencing, with the ability to build strategic relationships. 

  • Bachelor's degree in IT, Computer Science, or a related field with proven experience in IT Service Management, IT Asset Management, or IT Operations. 

 

 

We’d love to see your application, submitted by: Friday 14th June 2024. 

Inclusion at AGL
 

At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences.
We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit: www.agl.com.au/careers 

AGL is a Circle Back Initiative employer - we commit to respond to every applicant.

Location:

Docklands VIC 3008

Job Family Group:

Information Technology - Internet-Based

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