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Head Of Technology Service & Operations

AustralianSuper - Melbourne, VIC

Source: uWorkin


We are Australia's largest superannuation fund, here to help members achieve their best possible retirement outcome. Working with a wide range of stakeholders, we create meaningful value for members and our communities through our diverse workforce of highly competent and highly motivated employees.

Your new team

Our Technology Services group has a strategic remit to uplift, govern and run the Fund's technology capability. It is a highly respected team, with a leadership group who advocate for their people, are open and approachable, committed to providing excellent results, and who share their knowledge. This is your opportunity to join us as we grow and modernise technology services to support Australia's leading Superannuation Fund and more than 2.2 million Members

Your new role

Reporting directly to the Group Executive, Technology Services, you will be integral to delivering the Fund's Global technology strategy. As an accomplished senior leader you will ensure operational stability and performance of the Fund's cloud and on-prem technology infrastructure and drive improvements in operational continuity by providing IT services that are highly available, highly resilient to disruption and rapidly able to recover from failure, including the management of global disaster recovery plans and associated remediation activities.

You will own and oversee the uplift and usage of robust Service Management processes, standards, and guidelines, based on industry best practice and complying with relevant and changing regulatory requirements. You will continuously improve the performance of an international, 24/7 IT Service Desk and support model, ensuring agreed service levels are met by managing performance of technology platforms, systems, and third-party providers.

Other responsibilities include

  • Lead the management and performance of technology platforms and systems by leveraging vendors and collaborating with other teams within Technology Services, including minimising the business impact of outages to critical systems and driving down risk in quantifiable and compliant manner
  • Responsible for executive-level vendor management including Material Service Providers, ensuring full value is realised from our partners and third-party risk is compliant and managed within the Fund's risk appetite
  • People leadership responsibilities for a global workforce
  • Partnering with Technology and Fund leaders to support delivery of the Fund's enterprise-wide technology strategy, ensuring our initiatives support the Funds strategic goals, putting our members and colleagues front and centre

What you'll need

  • Extensive experience in Technology Service Management, maintaining reliable operation of global technology services and managing high priority incidents; International experience is highly desirable.
  • Experience leading migrations to - and working in - a Cloud-first and DevOps environment
  • Experience leading IT transformations, including data centre consolidation, migration of applications across cloud and on-prem
  • Experience and passion for customer centric service provision
  • In-depth understanding and working knowledge of ITIL and other relevant ITSM frameworks, including a track-record of driving measurable improvements in process maturity.
  • Demonstrable experience in a combination of technology, as well as management and/or strategy roles, with a proven track-record of success in leadership positions responsible for large transformation programs
  • Experience in service delivery in a multi-vendor environment with the ability to develop and maintain high quality interpersonal relationships with stakeholders at all levels, both within and outside the Fund, to deliver agreed outcomes
  • Collaborative, authentic, articulate and persuasive leader who can deliver outcomes through others and serve as an effective member of the senior leadership team of the Fund
  • Executive-level written and verbal communication skills, including the ability to regularly present at Board level and to global regulators
  • Poise and ability to act calmly and competently in high-pressure, high-stress situations, as well as the ability to professionally handle confidential matters
  • Commercially astute, with strong understanding of governance and risk, supplier management, and negotiation skills

What you'll get in return

You will be working with a Group Executive who values and supports your personal growth, in a growing, dynamic and authentic organisation that promotes integrity and puts members first. Other benefits include a competitive salary, genuine flexible working arrangements, discounted travel, income protection insurance and generous leave entitlements.

We are committed to the recruitment, development and support of a diverse workforce into an environment which is inclusive, embraces diversity in all its forms and is a place where you can be you. All roles can flex at AustralianSuper and we're happy to discuss what this can look like for you.

We are proud to be a WGEA certified Employer of Choice for Gender Equality (8 years running) and to be recognised as one of Australia's top 10 workplaces for Dads.

What's next

If you would like the opportunity to work in this exciting role, please apply now by following the link below, attaching your resume, a cover letter and succinct responses to the questions below.

1. Tell us how you have delivered a steep uplift in performance of an international, 24/7 Technology Service Desk and support model, with business-critical systems in a highly regulated environment.

2. Give us some insight into your ability to inspire and lead high-performing teams to deliver an exceptional, customer centric service offering to both internal and external customers

3. Provide an overview of your experience leading teams working across Cloud and data centre technologies to meet the challenges of global operations

4. How, and in what context, have you achieved the delivery of organisation wide transformation?

Applications close at 11:59pm on June 27. Please note, appointment of successful applicants will be made subject to a satisfactory pre-employment conditions check.

Be Inspired, Be Bold, Be You

Agencies please note: this vacancy is being managed directly by AustralianSuper's Recruitment team. We will contact our preferred agency partners should we require additional support. Thank you.