Product Manager - IT Operations at Crown Resorts

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

28 Jun, 26

Salary

0.0

Posted On

30 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Delivery, Operational Leadership, Incident Management, Stakeholder Alignment, Capacity Management, Team Leadership, Troubleshooting, Service Performance Governance, SLA Management, Root Cause Analysis, Workforce Planning, Ticket Triage, Change Enablement, End User Computing, Onsite Support, Gaming Systems

Industry

Hospitality

Description

Better begins here Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating fun, memorable, world-class experiences for our guests and our people. We value passion, optimism, and an appetite for change - for the better. Here, you’ll be part of the team, empowered to explore more, experience more and supported by your leader to grow and develop. The Opportunity The Product Manager – IT Operations is responsible for leading on property technology service delivery across gaming, hotels, food & beverage, events and corporate environments. This role provides operational leadership across both IT Technical and IT Field Operations teams, ensuring structured work intake, coordinated incident management and responsive onsite support within a 24x7 operational environment. Acting as the primary Technology representative on property, you will maintain service stability, stakeholder alignment and disciplined capacity management to support critical business operations. We currently have three positions available for Product Manager – IT Operations, one based in each property, Melbourne, Sydney and Perth. What you’ll do Lead on property IT service delivery, ensuring stable, responsive and business aligned technology support across all operational areas. Act as the face of Technology on property, representing Infrastructure & Operations with operational and executive stakeholders. Provide clear leadership during major incidents, owning end to end resolution, communication, recovery timelines and root cause analysis. Lead, coach and develop IT Technical and IT Field Operations teams, promoting strong troubleshooting practices, documentation and service quality. Establish and maintain structured capacity and workforce planning, aligning resourcing to demand across 9–5 and 24x7 shift based teams. Ensure effective integration between Level 1 Helpdesk services and onsite support, with disciplined ticket triage and escalation. Govern service performance, SLAs and operational metrics, driving continuous improvement and reduction of recurring incidents. Support the operational enablement of technology changes and initiatives, ensuring smooth transition into BAU without disruption to property operations. What you’ll bring Extensive experience leading onsite IT operations or service delivery teams in complex, high availability enterprise or property based environments. Strong hands on technical background across end user computing, onsite support environments, switching and gaming adjacent systems, with the credibility to mentor technical teams. Proven capability managing 24x7 operations, including workforce scheduling, shift governance, resource allocation and EBA governed environments. Demonstrated ownership of incident and problem management, providing clear recovery commitments and reducing repeat incidents through structured root cause analysis. Experience managing external Level 1 helpdesk or managed service providers, ensuring effective triage, SLA adherence and seamless escalation to onsite teams. Strong capacity and demand management skills, balancing BAU operational support with project and change activity. Confident stakeholder presence, able to represent Technology on property and engage effectively with operational leaders in high pressure situations. On top of exciting career possibilities, we offer better exposure to experiences and learning. To see our range of benefits and opportunities visit Crown Resorts Careers. Our Crown Community celebrates uniqueness and embraces diversity. We welcome the creativity, insights and experiences from people of different race, age, religion, cultural background, gender, people with disability, people who identify as LGBTIQ+ and Aboriginal and Torres Strait Islander; people like you. Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating joyful experiences for our guests and our people. Our Talent Community is a place to stay connected with life at Crown Resorts. Register for access to curated career content and stay in the know on what’s happening at Crown. We’ll be in touch from time to time to share updates on events, new restaurant launches and popups, behind the scenes content, insider news, team stories, career tips and more. Stay connected as you explore career possibilities. You can expect better exposure, opportunities, experiences, and learning. It’s a place where you can create joy for the people who visit us, the cities we live in and the teams we work with. Supported by your leader, you can enjoy a better balance in your lifestyle and feel a better you.

Responsibilities

The Product Manager – IT Operations leads on-property technology service delivery across gaming, hotels, F&B, events, and corporate environments, providing operational leadership to IT Technical and Field Operations teams. This involves ensuring structured work intake, coordinated incident management, and responsive onsite support within a 24x7 operational setting.