Manager Operations (Melbourne)

Role & Team Overview

• 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 contract.

• 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 such as 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. 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.

• 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 workplace 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.

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.

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

Location: MELBOURNE VIC 3000

Job Family Group: Information Technology – Internet‑Based