Service Operations Lead

At the Gold Coast Convention and Exhibition Centre, technology powers everything we do.

Job Description

From major conferences and exhibitions to live entertainment and corporate functions, our IT team delivers reliable, high performing services in an environment where downtime is not an option.

We are seeking an experienced and operationally focused Service Operations Lead to oversee the delivery of event technology support and corporate IT services across the Centre.

This is a hands on leadership role suited to someone who thrives in fast paced environments, enjoys solving operational challenges, and can confidently coordinate technology delivery across multiple competing priorities.

THE ROLE

Reporting to the IT Manager, you will lead day to day IT service operations across the business, with responsibility for service delivery, event readiness, incident management, operational coordination, and service quality.

You will act as the operational lead for IT services during live events, ensuring technology services are well planned, properly resourced, and executed to a consistently high standard.

The role also plays an important part in maturing IT operational practices across the organisation, including helping define, implement, and embed standardised ITIL aligned service management processes across both corporate IT and event delivery environments.

Your key responsibilities will include:

• Leading the delivery of event technology support and corporate IT services
• Coordinating IT planning and operational readiness for approximately 110 events annually
• Managing live event IT delivery and responding to operational issues in real time
• Overseeing service desk operations, incidents, requests, and workload prioritisation
• Leading major incident response and problem management activities
• Helping define, implement, and continuously improve ITIL aligned operational processes across the organisation
• Introducing and embedding standardised practices across areas such as incident management, problem management, change management, service request management, and operational readiness
• Driving service quality, operational consistency, and continuous improvement initiatives
• Developing and maintaining operational processes, runbooks, and readiness procedures
• Working closely with internal stakeholders, vendors, AV teams, and event organisers
• Supporting and mentoring operational team members while promoting strong service standards

ABOUT YOU

You are an experienced IT operations or service delivery professional who can combine technical understanding with strong operational leadership.

You are calm under pressure, highly organised, communicate well with nontechnical people and can effectively coordinate service delivery in environments where priorities shift quickly and reliability matters.

To be successful in this role, you will ideally bring:

• Experience in IT operations, service delivery, or technical operations leadership
• Strong understanding of IT infrastructure, networking, cloud, and end user technologies
• Experience working within ITIL aligned service management environments
• Proven ability to coordinate operational delivery across multiple priorities
• Strong stakeholder engagement and communication skills
• Experience improving operational maturity, governance, or IT service management practices within complex environments will be highly regarded
• Experience supporting event, hospitality, venue, entertainment, or high availability environments will be highly regarded
• Cisco, Microsoft, and ITIL certifications well regarded

If you are a service focused IT operations professional looking for a role with variety, responsibility, and real operational impact, we would love to hear from you.

WHY WORK WITH US?

We pride ourselves on our values of Community, Initiative, Respect, Teamwork and Welcoming. These values sit at the heart of how we work, how we treat our people, represent our business and deliver outstanding events.

Plus, we offer the following people perks:

• Free undercover parking in the heart of Broadbeach
• Discounted onsite team member café
• Paid parental leave
• Discounted food and beverage and accommodation at The Star Entertainment Group properties
• Access to health & wellbeing programs
• Ongoing learning and development opportunities
• Reward & Recognition Program

Reaching Earthcheck Master Certification status we are an environmentally conscious and sustainability focused organisation that seeks to continuously educate, support and ensure our team members foster and understand the importance of our environmental stewardship.

Full Australian working rights are required for this position in addition to a probity check.

The Gold Coast Convention and Exhibition Centre is part of The Star Entertainment Group.