IT Operations Manager

Full-Time - Sydney - CBD

Date posted
27 March 2019
Applications close
26 April 2019
  • Drive best practice IT operations
  • Newly created role to make your own
  • Wynyard location – five minutes’ walk

About Us:

As one of Australia’s largest superannuation funds, Rest plays a role in the futures of around one in six working Australians. Our people are committed to delivering real benefits for our customers and making a difference as their fund for life – from their first job to their last. As a profit-to-member fund, we put our members first.

At Rest we have a culture built around our values, customer focus, collaboration, courage, integrity and trust. We empower our people to make a difference to our customers and in their own life. We are proud to offer benefits including an open plan modern working environment, flexible working, health and wellbeing programs and tailored development plans to support you be the best you can be.

About the Job:

As we continue to transform our technology landscape we are looking for an experienced IT Operations Manager to govern our IT Services. A newly created role, you will work closely with the other specialists within IT Maintenance & Support -  Infrastructure, Applications, Security and Vendor Management.

This is a senior role, reporting to the Head of IT Maintenance & Support and is accountable for ensuring the business has a high level of service availability and responsiveness, acting as the escalation point for outages and incidents and coordinating resolution by our outsourced vendors and internal team. Your role will ensure we have the IT Services to continue our journey to be the leading “profit for members” fund in Australia.

Key responsibilities include:

  • Establish an operational governance framework covering internal IT Services and Rest vendors in line with the ITIL framework
  • Take ownership of all operational processes (e.g. Service Catalogue, Incident Management, IT onboarding approvals) and implement/standardise processes to govern IT Services
  • Monitor IT requests and incidents logged in the ITSM tool to ensure aged tickets are being addressed in a timely manner
  • Collect, analyse data and produce consolidated/dashboard reporting covering the whole technology landscape with key focus on availability and capacity management
  • Act as the IT escalation and liaison point for all major incident ensuring root cause analysis take place to support the need of the business
  • Monitor availability and performance of business-critical systems to prevent delays/outages and quickly resolve ongoing issues
  • Develop IT policies, procedures and conduct training to ensure the IT function operates effectively and reliably including SLAs.

This role requires regular travel to worksites, regional travel (sometimes overnight) and some occasional interstate travel.

About you:

You are an experienced IT Operations Lead with a strong background in technical or system support. Well versed in Incident, Problem, Change & Release Management, with relevant tertiary qualification IT and ITIL v3 certification and working experience.
You are confident dealing with business-critical issues under pressure, have excellent technical knowledge of systems, applications, networks and infrastructure and are passionate about delivering excellent service standards. You will bring best practice IT operations standards to our organisation.

At Rest we believe that everyone has the power to make a difference and we offer an inclusive and diverse environment that values the qualities and backgrounds that our people bring to the team. We encourage open and diverse thinking, collaboration, innovation and high performance.

If this sounds like you, apply now by submitting your resume and a covering letter summarising your experience and outlining why you are interested in the role.

Visit our website to learn more about your next opportunity at Rest to create happier tomorrows for our customers and in your own life at

Please note only people with the right to work permanently in Australia will be considered.

Applications close 26 April 2019.


To apply, click on the “Apply Now” button, fill in the form, attach your CV and cover letter addressing the points above. We look forward to hearing from you.

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