Service Operations & Resilience Lead

Overview:

Service Operations & Resilience Lead – Full-Time, Permanent | Melbourne CBD (Hybrid)
Collaborates across ITS and other stakeholders across the portfolio.
Be part of a university dedicated to diversity, inclusion, and real-world impact.

About the Portfolio

The Operations Portfolio enables an integrated, enterprise-wide delivery for best practice student and staff experiences. The Operations Portfolio incorporates the following business units: Enterprise Projects and Business Performance (EPBP), Communications, People, Information and Technology Services (ITS), Office of the Chief Operating Officer, Procurement and Vietnam Operations.

The Operations Portfolio houses significant drivers and delivery components across the staff and student journeys and enables the overall experience for both groups. The Portfolio is integral in bringing the RMIT strategy to life globally. Each of these functions supports the global operations of the University both directly as well as through its controlled entities.

The Information Technology Services (ITS) function provides RMIT University with current and emerging Technology systems and services. Our vision of “unleashing technologies to enable great experiences for RMIT communities” supports a proactive and leading-edge technology ecosystem, mindset, and delivery, empowering the advancement of the University’s commitment to advancing Lifelong Learners.

The Role

The Operations & Resilience Lead is responsible for the effective delivery of core IT Service Management processes, including Incident, Problem, Change, and Major Incident Management, alongside the management of Disaster Recovery (DR) and resilience capabilities across ITS.

The role ensures service stability, rapid recovery of incidents impacting business operations, operational continuity, and organisational resilience by embedding best practice processes, coordinating incident response and recovery, facilitating recovery planning and testing, and driving continuous improvement across service operations in a 24x7 environment.

Working closely with internal teams, business stakeholders, and vendors, the role provides oversight of service performance, risk, and resilience posture, ensuring systems and services can be effectively restored and maintained in line with organisational and regulatory expectations. The role is also accountable for ensuring that communication to key stakeholders during incidents is clear, concise, and delivered in a timely manner in accordance with agreed communication standards.

About You:

To be successful in this position, you’ll have

Strong stakeholder engagement and communication skills, with the ability to work effectively across technical teams, business units, and vendors, including during high-pressure incidents.
Demonstrated ability to work autonomously, manage competing priorities, and lead coordination during major incidents and service disruptions.
Proven ability to lead and coordinate Disaster Recovery (DR) testing, incident response, and recovery activities to ensure effective restoration of services.
Experience in developing documentation, reporting, and dashboards, and managing audit findings, risks, and remediation activities through to closure.
Mandatory- Willingness and ability to participate in a 24x7 on-call roster supporting Major Incident Management (MIM), including leading incident coordination and stakeholder communication during critical events.

To Apply

Please submit your CV and cover letter addressing your suitability for this position by clicking on the ‘Apply’ link below.

For further information about this position, please see the Position Description below.

http://www.rmit.edu.au/content/dam/rmit/au/en/careers/position-descriptions/pd-sorl.pdf

We will be running a rolling recruitment process, so please do not wait until the closing date to apply.

When you join our team, you'll be able to access a range of benefits: www.rmit.edu.au/careers/employee-benefits. From travel to fitness, there's something for everyone!

Applications Close:

18 July 2026 11.59 pm

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