Service Operations Lead

• More Time Off for What Matters: Enjoy up to 6 weeks of leave
• Base yourself in our state of the art, central Sydney office
• Join a supportive and collaborative Team

Perpetual Group is an ASX-listed company (ASX:PPT) headquartered in Sydney, Australia, currently consisting of 11 leading brands across three distinct businesses: Asset Management, Wealth Management and Corporate Trust.

The wealth management business consists of three distinct brands in addition to Perpetual Private – Fordham, Jacaranda financial planning and Priority Life – offering a unique mix of wealth management, advice and trustee services. With a diverse range of capabilities including strategic advice on superannuation and retirement planning, general investment, asset protection, insurance, tax management, estate planning, aged care, social security, succession planning and philanthropy. Our clients include individuals, families, businesses, not-for-profit organisations and Indigenous communities throughout Australia.

About the Role

The Service Operations Lead governs , supports, and enhances the end-to-end operational processes and procedures including the service management practices and framework . The role will build and cultivate strong connections within the team and wider business to ensure consistent service delivery. They will achieve this by collaborating cross-team to regularly review services to ensure they are fit for purpose and delivering to agreed business outcomes.

Additionally, the role will ensure that the IT Service Continuity processes and functions are governed, managed, and delivered by our technology teams and partners to agreed levels with the intention of protecting and minimising impact to the business . The role will a ct as the interface for disaster and resilience across the business. The role will regularly engage with stakeholders across the business, risk, and technology teams to deliver resiliency across critical systems and infrastructure

About the Role

Join our dynamic team at Perpetual Wealth Management. As a Service Operations Lead you will

• Lead, develop and coach a team of service operations and service management professionals.
• Manage, monitor and report on key service levels, KPIs and metrics agreed with Technology teams, stakeholders and senior management, taking action when tolerances are exceeded.
• Be responsible for management of the ITSM Tool as well as the governance and execution of IT Service Management practices and frameworks across Incident, Problem and Change.
• Analyse current processes, systems and controls, identifying and implementing opportunities to improve quality, reduce risk and optimise operational efficiency.
• Maintain documentation for processes, procedures, standards and policies that relate to the service operations domain.
• Define, develop and implement the Disaster Resilience strategy and principles across Wealth in line with best practice. The role will also be responsible for leading annual Disaster Resilience simulations.

About You

We’re looking for someone with

• Bachelor degree, or similar, technical learning skills accumulated from the workplace
• Experience in managing service operations, preferably in a supervisory or managerial role.
• Excellent leadership and team management skills, with the ability to motivate and inspire a team.
• Strong communication and interpersonal skills, with the ability to collaborate with various stakeholders and communicate effectively with both technical and non-technical audiences.
• Ability to work in a fast-paced environment, manage multiple priorities, and adapt to changing technology requirements.
• Ability to work collaboratively with other departments and senior management.
• Knowledge of service management frameworks and service delivery.
• Experience with service management tools, such as ServiceNow.
• Strong knowledge of disaster resiliency principles, best practices, and regulations.
• Poise and ability to act calmly and competently in high-pressure, high-stress situations.
• ITIL Certification

How we work

Our unique culture is underpinned by our three organisational behaviours, Stretch, Own it, Make an impact which drive our approach of day-to-day interactions with colleagues and clients, the way we approach decision-making to the questions we ask and the problems we solve.

Employee benefits

• Work from anywhere in Australia for up to one month each year
• An annual allowance to empower you to prioritise your personal wellbeing
• Study support and commitment to supporting professional development
• We’re committed to creating an inclusive workplace where diversity is celebrated. No matter your background or circumstances, we aim to provide an environment where you can thrive.