IT Service Centre Manager


IT Service Centre Manager Department : Digital & Business Transformation 
Division : Technology 

Reference number : 8688

About the Role:

As a member of the Enterprise Infrastructure Technology Opertations (EITO) Leadership Team, the IT Service Centre Manager is accountable for all elements of our internal and external customer's experiences within Technology and its supporting services.

For our external stakeholders, this role is key in establishing and maintaining AEMO's credibility and reputation. For internal stakeholders, this role directly impacts the productivity and engagement of AEMO employees.

Working across the business and with external stakeholders to lead collaboration for technology solutions, improving organisational agility and the engagement experience. The role provides leadership and direction to a team of highly technical people, motivating and supporting them to design and deliver the AEMO IT Customer Experience.

Key accountabilities:

  • Maintain and nurture business relationships through effective communication with external and internal stakeholders.
  • Management of the ICT Support Desk Officers, including:
    • Providing direction in the execution of their duties;
    • Developing talent, fostering learning and growing through mentoring and on the job training; and
    • Aiding development to ensure a high quality service to users is provided and maintained.
  • Incident & request management, including:
    • Providing an escalation point for all user support issues;
    • Keeping clients up-to-date with resolution efforts on current incidents;
    • Overseeing all requests, incidents and problems;
    • Manage and coordinate urgent and complicated issues;
    • Coordinate support desk requests against SLA’s and/or agreed metrics.
  • Performance and service level reporting.
  • Owns the Technology Services - Omni Channel Strategy and End User Experience
  • Governance of the IT Service Catalogue (Service Design, Service Provision, Service Consumption, Service Decommissioning)
  • Representation of AEMO in a range of public and industry engagements.

Required skills and experience: 

  • Tertiary qualifications in IT, Business Administration, computer science, information management or related field, or equivalent work experience.
  • 10 or more years of work experience, preferably in business or IT management, or ideally combination of the two.
  • Experience managing internal /external customer-facing support services, help desks, and a wide variety of organisational relationships
  • Experience of motivating a large, geographically distributed team
  • Great communication skills and a can do attitude.
  • A strong problem-solving capability
  • Highly developed interpersonal and organisational skills
  • The desire to have an impact on AEMOs working culture
  • Demonstrably customer-centric in their approach

About the Australian Energy Market Operator (AEMO):

We operate the national electricity grid and manage gas markets in all states except Tasmania and Northern Territory.  We also operate Victoria’s gas system. 

AEMO provides expert guidance to government and the energy sector to inform policy, investment decisions and infrastructure management.  We play a crucial role in shaping Australia’s energy future. 

Your career with AEMO

AEMO has some of Australia’s finest energy sector talent in its midst.  Our work is intellectually challenging, and our people gain enormous satisfaction from solving the complex problems constantly facing them. 

The continuing interplay of shifts in energy generation, reliability, affordability, and a low emissions future will ensure we at AEMO continue to be challenged and driven for many years to come.

So, make your next career move one that really matters! 

Apply now to join us and take your place alongside like-minded passionate, driven individuals in the Energy sector: one of the world’s most exciting and dynamic industries.

For more information on the Australian Energy Market Operator (AEMO) please refer to www.aemo.com.au or visit one of our social media channels below.