Operations Manager
About the opportunity
We are looking for an experienced Operations Manager to lead the day-to-day operational delivery of our services across secure Defence environments.
In this pivotal role, you will oversee service performance, operational readiness and customer outcomes, helping to ensure that critical ICT services remain stable, responsive and aligned with Defence operational priorities. You will be a key operational interface between Fujitsu delivery teams and Defence stakeholders.
Operating within a matrixed delivery model, you will bring together technical teams, service-management functions and customer stakeholders to resolve operational issues, manage competing priorities and deliver practical service improvements.
About the role
Your responsibilities will include:
- Overseeing the daily operational delivery of services across secure Defence environments.
- Maintaining end-to-end accountability for service performance, stability, availability and operational readiness.
- Managing service-health indicators, service levels and operational performance measures.
- Identifying emerging risks, degraded performance and recurring issues, then coordinating appropriate mitigation and recovery actions.
- Providing operational leadership during high-priority incidents, including escalation, coordination and stakeholder communication.
- Supporting disciplined incident, problem, change, request and release-management practices.
- Driving root-cause analysis, corrective actions and lessons learned to reduce repeat incidents and operational risk.
- Coordinating service desk, infrastructure, application, security, engineering and service-management teams.
- Balancing operational demand according to mission impact, service risk, contractual obligations and available capacity.
- Providing clear operational reporting covering service health, incidents, risks, dependencies, actions and improvement activity.
- Leading improvements to service delivery, operational controls, processes and ways of working.
About you
You are an experienced ICT operations or service-delivery professional who can lead through influence, bring structure to complex operational environments and coordinate outcomes across multidisciplinary teams.
Essential experience
You will bring:
- Significant experience in ICT operations, service delivery or managed services within a complex, secure or high-availability environment.
- Experience supporting Defence, Federal Government or another highly regulated customer.
- Strong stakeholder-management and communication skills, including experience engaging directly with Defence-facing stakeholders.
- Strong knowledge of IT service management and ITIL-aligned incident, problem, change, request and service-level practices.
- Experience coordinating multidisciplinary or geographically dispersed teams within a matrixed operating model.
- Experience acting as an escalation point for complex service, delivery and customer issues.
- The ability to influence outcomes without direct authority and coordinate resources across multiple technical and service functions.
- Strong analytical capability, including the ability to use service-performance and operational-risk information to manage competing priorities.
- The ability to work across Anzac Park West and Headquarters Joint Operations Command in line with operational and stakeholder requirements.
Desirable experience
Experience in one or more of the following areas would be highly regarded:
- Deployed, command-and-control, information-management or mission-critical ICT services enviroments.
- Secure or operational Defence ICT environments involving dispersed stakeholders and site-based constraints.
- Coordination of application sustainment, infrastructure operations and service-management functions.
- Federated or multi-provider delivery models.
- Service reporting, operational governance, risk management and continuous improvement.
- Building effective relationships and influencing senior stakeholders within complex organisational environments.
Qualifications and security requirements
- Eligibility to obtain and maintain an Australian Government security clearance at a minimum NV1 level, with a higher clearance where required.