Head of IT Operations

Acknowledgement of Country:

Hostplus acknowledges the Traditional Owners of the land, sea and waters, of the area that we live and work on across Australia. We acknowledge their continuing connection to their culture and pay our respects to their Elders past, present and emerging.

About us:

At Hostplus, we passionately provide our over 1.5 million members with the best possible service; constantly looking for new ways to deliver better value while helping members get the most out of their super. We are inspired to help our members achieve greater security for their future and ensure they retire with dignity.

Your role at Hostplus will give your career meaning, whether you're in marketing, financial advice, Operations or any of our other divisions - you'll be contributing to ensuring our members retire with the best possible outcomes, and what better feeling is there than knowing your role helps someone to retire with dignity and security?

About the role:

As our Head of IT Operations you will provide end-to-end management of our technology operations and services, driving continuous improvement in outsourced IT service providers’ service delivery to ensure SLAs and KPIs are exceeded and appropriately support business strategies, outcomes, projects, and day-to-day IT operational needs. Some of your key duties will be to:

• Ensure customer focused service delivery by managing IT supplier delivery to contractual terms including cost and performance standards such as SLAs, KPIs, governance models, frameworks, and processes, Hostplus policies (including but not limited to IT Security, Data Governance policies), regulatory requirements (including APRA), processes, compliance, and risk requirements, approving service delivery decisions and acting as the IT supplier escalation point
• Monitor service availability, reliability, continuity, quality, and capacity to ensure optimal availability and quality of technology services, taking proactive action to rectify service issues or gaps
• Monitor service delivery reporting and billing against contract terms, SLAs and KPIs, resolve issues and ensure service credits are claimed, tracked, and invoiced as per the contract terms, supporting the Executive Manager, Technology with the resolution of billing or other commercial disputes
• Run regular service review forums with outsourced IT suppliers with issues and actions documented and managed to timely closure 
• Contribute to the identification of technology risks and compliance issues, overseeing completion of agreed actions to reduce or mitigate technology risks and resolve compliance issues

About you:

We're looking for someone with demonstrated IT operations and service delivery management experience, driving innovative practices in a managed services environment. You'll have successfully partnering with multiple IT providers in a delivery model for end-to-end enterprise technology services, and commercial management experience.

You'll also be passionate about delivering the best possible IT systems and services to our growing fund and embrace a sometimes fast moving and change driven business. You'll be resourceful, resilient and be able to build lasting relationships with senior members of our fund and the service providers we work with.

Why work for us:

Our employees are passionate about what we do and are proud to be part of an organisation which helps everyday Australians achieve a brighter future. We value diversity of thought and have an open & flexible workplace. Some industry leading benefits we offer include:

• 15% superannuation.
• Access to subsidised financial advice.
• Salary packaging.
• Flexible working arrangements, work remotely & in the office
• Excellent EBA conditions eg: extended parental leave, long service leave at 5 years, additional leave over Christmas shutdown.

What next:

If you are interested in this opportunity, please follow the prompts to formally apply.

We are passionate about creating an inclusive workplace that promotes and values diversity. We believe diversity of thought, background and experience strengthens relationships and delivers meaningful benefits to our people, our members, and the communities we operate in.

We welcome and encourage applications from people of all backgrounds, ages, religions, including Aboriginal and Torres Strait Islander Peoples, LGBTIQ+ people, those with a disability, women, and people with a cultural or linguistically diverse background.

We Care: We care about our work, our clients and colleagues.

Better Together: We’ve got each other’s backs, and we never walk alone.

Go For it: We are optimistic, and we focus on solutions, not problems.

Keep it real: We are honest, genuine, straightforward and transparent.

Be Proud: We are proud of who we are and the work we do every single day.