WHO WE ARE

In Melbourne, water is essential to our way of life.
As caretakers for Melbourne’s water cycle, we care for water, life and land throughout Melbourne: both its people and its biodiversity.
Each time you drink from the tap, flush a toilet, run through a yard sprinkler, or kayak down the Yarra we’re there. Primed and ready, quietly delivering some of the world’s cleanest water for over five million residents and wildlife that call Melbourne home, just as we have for over 130 years.
If you value making it count, diving in with curiosity, and doing what’s right, you’re in the right place.

Reporting to Manager Operations this is a pivotal role within Corporate Services. As the Operations Lead you will be responsible for implementing and governing service management practices, with the support of third-party managed service providers, professional service providers and other teams within the business.

The role will act as the Melbourne Water incident manager for any high or critical incidents during and after business hours (on rotation) and is responsible for the availability of Melbourne Waters IT systems.

• Ownership of the establishment, governance and execution of ITIL (e.g. incident, problem, change) services across MW applications, systems and infrastructure.
• Accountability of service management tool availability and managing to support software levels
• Act as primary MW contact for Major incident management response (during and after business hours on rotation)
• Developing service management process and procedures and ensure compliance across IT.
• In the event of a disaster being declared, accountability to ensure the Disaster recovery and business continuity management services are implemented.
• Managed service provider and vendor performance governance against SLA’s
• First point of contact for incident, problem and change escalations.
• End of end ownership of incident, problem and change escalations.
• Service Management tool governance, capability uplift and continuous improvement – working with managed service provider to perform.

For more information, please refer to the attached Role Mandate