Lead - Service Operations
- Lead the operational delivery of service management processes.
- Ensure effective governance of Incident, Request, Problem, and Knowledge Management.
- Foster a culture of continuous improvement and operational excellence.
- IT & Telecomms
- IT Security
- Sydney
- Permanent / Full Time
Who you’ll be working with
At AC3, our purpose is to make technology real - and as leaders in secure multi-cloud solutions, we get to bring that purpose to life for our customers every day. We’re an Australian-owned ICT managed service provider with teams across Australia and New Zealand, supporting enterprise and government customers through secure, scalable technology solutions.
Why join us?
What sets us apart is our culture - people here have real relationships that go beyond work, and maintaining our awesome culture, supportive spirit, and belief that everyone is heard and treated with respect, is a top priority at AC3.
We’re committed to a workplace that fosters open communication, flexible working arrangements, continuous learning, and providing support to get through life’s changing seasons.
We live by the AC3 way - Work Wise, Work Humble, and Work Honest.
Why this role exists
The Service Operations Tower Owner plays a foundational role in shaping and sustaining a mature, scalable, and high-performing operational capability that underpins service delivery across both internal and external customer environments. This role ensures Incident Management, Major Incident Management, Request Fulfilment, Problem Management, and Knowledge Management are governed, embedded, and continually uplifted to deliver stable, responsive, and value-led outcomes. It exists to safeguard continuity, reinforce operational control, and build confidence across customers, delivery teams, and service providers.
Role Context
In this role, you serve as the anchor point for operational delivery, accountable for the effectiveness of all tower processes across customers and internal AC3 teams. You’ll provide practical leadership and governance oversight to ensure consistent execution, measurable outcomes, and process maturity across all aspects of Incident, Request, Problem, and Knowledge practices. The role balances operational discipline with flexibility, ensuring service performance remains aligned, trusted, and continues to improve at scale
What we offer
- Company benefits including discounted lifestyle services such as health insurance, salary packaging, hybrid work, and half-day Fridays once a month
- A culture built on respect, where you can flag conduct that feels off and rely on a fair, confidential process that prioritises your safety and wellbeing.
- Join supportive colleagues in groups such as Rise Up: a networking group for women in tech to learn in a positive and safe environment and Speak Up Advisors: a group who help maintain a safe space for raising concerns.
- Access to training and career development opportunities, that helps some 30 AC3ers progress year on year.
- Flexible Hybrid work options and real work life integration
- Base Salary + Super +bonus + Allowances + Benefits
- Convenient CBD location with modern offices
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