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About the Role

This role will reshape IT Service Operations into a high-performing, scalable function that enables business continuity, customer experience, and operational excellence across a 24x7 environment. It demands a leader who can embed strong service management disciplines, uplift automation and monitoring capabilities, and drive data-led decision-making. A key expectation is building team capability and resilience through structured cross-training.

Responsibilities

Lead and manage a team of Field Service Engineers and Operations Analysts, including performance, behaviour, training, and development.
Ensure the team follows all Casino and Technical Services procedures and practices.
Oversee accurate daily service reporting.
Manage the 24/7 operations team to ensure all system and admin tasks meet service standards and run efficiently.
Ensure the team meets compliance and regulatory standards.
Drive continuous improvement of systems and platforms.
Ensure compliance with employment laws and health & safety requirements.

Requirements

Completion of Relevant Tertiary studies (IT or Business)
ITIL Foundations or advance certificate in Service Management
Strong leadership abilities, with the proven capacity to motivate, train and direct a high-performance operational team.
Demonstrated ability to nurture a culture of Customer Service focused technologists.
Demonstrated experience in the enhancement, maintenance and support of high availability 7x24x356 environments.
Working understanding of Server, desktop & DR/BCP technologies.
Working understanding of Infrastructure architectures.
A genuine team player.
Proactive and collaborative professional with experience supporting diverse business applications.
Ability to resolve operational issues and work with platform teams to prioritise and manage backlogs.
Technically credible, commercially astute leader who takes end-to-end ownership of service performance and operational resilience.
Mentoring and providing guidance to build an efficient operating unit.
Eligibility checks are required as part of the recruitment process and ongoing employment.

Skills

Service management disciplines (Incident, Problem, Change)
Automation
Monitoring capabilities
Data-led decision-making
Team capability building
Cross-training
Customer Service
Server technologies
Desktop technologies
DR/BCP technologies
Infrastructure architectures

Location

Pyrmont
Darling Harbour

Work Type

24x7 environment

Experience Level

Lead
Manager

Education Level

Relevant Tertiary studies (IT or Business)
ITIL Foundations or advance certificate in Service Management

About the Company

For three decades, The Star Sydney has been a local landmark, deeply ingrained in Pyrmont and Darling Harbour.
Committed to our communities, we strive to create fun in trusted destinations as Australia's premier entertainment hub.
The Darling, and state-of-the-art venues including The Star Event Centre and The Lyric Theatre have hosted prestigious events and international acts.
With extraordinary dining options, including Sokyo, BLACK Bar and Grill, Cucina Porto and our vibrant Sports Bar where the action is live and loud, we are dedicated to delivering the ultimate entertainment, hospitality, and dining experiences for all.