The Star Entertainment Group (TSEG) is a publicly listed company on the ASX. Our purpose is to create fun at trusted destinations and our aim is to deliver sustainable outcomes for our guests, our Team Members, the communities in which we exist and our shareholders. We do this by providing entertainment, gaming, and leisure experiences in a safe, responsible, and ethical way. We will do this by embedding our values to lead the organisation with a focus on safer gambling and good business practices.
Our properties across Brisbane, the Gold Coast and Sydney are world-class with many award-winning hotels, restaurants, bars, and entertainment venues.
As the Service Operations Manager, reporting to the Head of Operations Support, you will act as the Single Point of Contact (SPOC) for escalations. Your responsibilities will include team management, assisting with the resolution of all requests and incidents related to the IT operating environment, with a strong emphasis on problem-solving and decision-making.
This is a fantastic opportunity where you will champion the Identification, planning and implementation of minor enhancements to existing operational systems, where appropriate

• Focus on delivering customer service that is timely, effective, and efficient, ensuring it meets both customer needs and service level standards.
• Help the team resolve 80% of technical issues on first contact whenever possible, or escalate to the appropriate resolver group immediately, coordinating with the Senior Operations Analyst as needed.
• Keep product knowledge up-to-date and maintain documentation as required. Aim to achieve and maintain specialist knowledge of core critical services.
• Collaborate with the team to restore normal service operations quickly, minimizing business disruption while maintaining availability and service