Service Operations Lead
Core
Primary client-facing owner of service delivery for managed services clients, ensuring contractual and SLA commitments are met across the full service catalogue.
Role type
Senior Service Operations Lead (Matrixed Squad Lead)
Builds
Managed service delivery for wealth and retirement systems clients
Domain
Wealth management, retirement systems, IT operations
Required skills
ITSM/ITIL practices, incident management, problem management, change management, capacity planning, disaster recovery planning, business continuity planning, vulnerability management, matrixed team coordination, commercial profitability analysis
Preferred skills
Experience in superannuation, banking, finance, or insurance
Technologies
ITSM tools, incident management systems, change management tools
Responsibilities
Translate contractual and SLA requirements into day-to-day operational delivery; coordinate work allocation and prioritization across a matrixed squad; manage incident, problem, and vulnerability resolution; oversee SLA adherence, capacity planning, and DR/BCP activities; monitor client profitability and flag commercial risks.
Seniority
Senior, hands-on IC with squad leadership responsibilities