IT Service Operations Manager Downer location Melbourne. Downer is the leading provider of integrated services in Australia and New Zealand. Through trusted relationships and world leading insight we work closely with our customers to design, build and sustain assets, infrastructure and facilities. Position summary this role is a customer facing role which is accountable for the overall ict service levels provided to their dedicated business.  You will be the primary stakeholder in ITIL disciplines such as Incident Management, Problem Management, Release and Deployment Management, Change Management, Service Level Management, Availability Management and Capacity Management and IT Service Continuity Management. During the core business hours, you will be the primary escalation point into the managed service provider for all high severity incidents impacting your business division. For after hours support, you will be part of a 24*7 escalation point for all high severity incidents across all divisions in the Downer business (via a rotating roster every 10 weeks shared across a large national team). To be successful in this role, you must have the following extensive experience in information systems operations environment (of which should have been in a Service Management or Business Relationship management function). Strong understanding of ITIL framework and processes. Knowledge of the value of common practices and standards in the areas of systems management, systems development life cycle and security and controls. Demonstrated ability to coordinate cross-functional work teams toward task completion leveraging on your leadership, negotiation and influencing skills.