Head of IT Operations & Service Delivery

Clicks IT Recruitment is proud to be partnering with City of Kingston Council to appoint a Head of IT Operations & Service Delivery within their Information & Digital Technology team.

This is a senior IT operations leadership role focused on service delivery uplift, ITSM maturity, workplace technology, infrastructure and customer-focused technology outcomes. The role reports to the Manager Information & Digital Technology and leads the Team Leader IT Service Desk and Infrastructure Operations Lead functions.

About City of Kingston Council

Located approximately 20 kilometres south-east of Melbourne's CBD, the City of Kingston is a diverse and growing municipality, home to more than 166,000 residents, significant foreshore, green spaces, community facilities and one of Victoria's major employment centres.

About the Role

This role will suit an experienced IT operations or service delivery leader with strong ITSM practitioner credentials and the ability to build mature, responsive and measurable services across a complex environment.

You will lead the design, uplift and continuous improvement of Council's IT operations, service delivery and IT service management practices. A key focus will be driving adoption and maturity of Council's ITSM platform, including self-service, knowledge-based support, automation and streamlined service workflows.

The role also leads workplace technology, end user computing, field services, audio visual capability, internet and mobile services, infrastructure, cloud, IT asset management and equipment lifecycle services across Council locations.

Key Focus Areas

• IT operations and service delivery leadership
• ITSM platform maturity uplift, including ServiceNow or equivalent
• Self-service, knowledge management and automation
• Incident and change management leadership
• Service level management and performance reporting
• Workplace technology and end user computing
• Infrastructure, cloud, mobility and connectivity services
• IT asset management and operational improvement
• Service desk, field services and user-facing support
• Vendor, contract and financial management
• Disaster recovery, business continuity and operational resilience

About You:

City of Kingston Council is looking for a senior IT operations leader who can improve service maturity, build capability and deliver reliable, customer-focused technology outcomes.

You will bring:

• Tertiary qualification in Information Technology, Computer Science or a related discipline, or equivalent significant experience and relevant certifications
• Extensive experience leading IT operations, service management or service delivery functions in a complex service environment
• Demonstrated experience driving ITIL practice development and service management maturity
• Strong experience leading incident management, change management and service level reporting practices
• Experience with IT service management platforms, including adoption and maturity of self-service, knowledge and automation capability
• Experience leading workplace technology, end user computing, infrastructure, cloud and telecommunications services
• Strong understanding of IT asset management, equipment lifecycle, licensing, compliance and reporting
• Experience supporting business case development, governance processes and procurement activities
• Strong people leadership, vendor management, reporting and stakeholder engagement skills
• Ability to represent technology services in senior forums and translate technical concepts for executive and business audiences

ITIL certification at Practitioner level or above is strongly preferred. Foundation-only candidates will need to demonstrate a clear pathway toward higher-level ITIL capability.

Ideal Backgrounds

This role will suit candidates from backgrounds such as:

• Head of IT Operations
• Head of Service Delivery
• IT Service Manager ready to step up
• Senior Operations Manager with strong ITIL orientation
• Head of Workplace Technology with deep service management experience

Local government, Victorian public sector, Council-sector vendor or multi-site operational experience would be highly regarded.

Why Join City of Kingston Council?

This is an excellent opportunity to lead meaningful IT operations and service delivery uplift in a community-focused organisation. You will help mature Council's technology services, improve user experience and strengthen the operational foundations that support staff, residents and services across Kingston.

Apply Now

For a confidential discussion, please contact Henry Brosius at 0487 046 942 or

If you wish to apply for this position, please submit your resume by clicking the 'Apply Now' button.

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