Service Operations Specialist

• Work on critical systems that keep aviation services running
• Fast-paced role with real-time challenges and impact
• Salary starting from 131,000 +14% Super + yearly increase + shift penalties
• Melbourne based on-site role

Summary

As a member of the Integrated Service Operations Centre (ISOC) team you will maintain a national focus on the status of enterprise technology health including our safety critical regulated services.

Your contribution to the overall end-to-end availability and situational awareness of all technology services consumed by internal and external service consumers will be valued and rewarded with no two days the same!

The Organisation

Airservices Australia is a government-owned organisation responsible for the safe and efficient management of 11% of the world’s airspace and provision of air traffic services at Australia’s busiest airports.

Our people are our greatest asset with a dynamic and diverse team operating from locations across the country - from bustling cities to regional and remote locations. This team keep’s Australia’s aviation industry safe every day of the year, both in the air and on the ground.

We connect people with their world safely – linking family and friends, generating economic activity, creating jobs, and facilitating trade and tourism.

Airservices is committed to fostering a culture that is diverse, inclusive, and respectful.  We encourage motivated individuals who love what they do, value a service first mindset, and embrace a challenge to explore a career with Airservices. In return you will be a valued team member, be offered flexibility and experience a meaningful career in an exciting, ever-evolving aviation industry.

The Role & The Team

Working within a Service Management and Service Integration & Management (SIAM) framework, the ISOC team plays an important role in co-ordinating with both internal and external service providers in delivery of our services, managing and co-ordinating the response to planned and unplanned events. This role may be required to support functions of the ISOC Shift Lead if not on duty.

This position has it all from incident management, change and release management, Service Continuity Management (ITSCM) and event management and your technical competence, people skills, compliance, systems, reporting and safety mindset are second to none.

Responsibilities

Focusing on Service Operations and working as part of an onsite shift team based in Melbourne and working closely with our Brisbane team, providing coverage as required 24x7 365, you will maintain an emphasis on end-to-end service delivery by understanding the complex system-of-systems interconnections, and support models across Enterprise Technology.

Service delivery and management are critical and you will also carry out corrective and preventative maintenance activities on systems that form the National Airways System (NAS) used by Airservices and other agencies such as Defence in the delivery of services covered by CASA regulations Part 171 and 172, 175 & 139H and respond to significant issues as they arise.

Please see the link below to view the full Position Description:

The Person

Refer to the attached PD for SFIA Framework Key Skill/s

Competencies

• Minimum 5 years experience working in a 24/7 shift based (or similar), mission critical organisation with a proven ability at overseeing delivery of services in a complex multi-vendor environment.
• A strong customer service ethos, putting the customer at the centre of services and solutions. Proven ability to identify and act on issues affecting the efficient and effective management of services in a complex technology environment.
• Driving continual process or service improvement initiatives, including developing and promoting a culture of continuous improvement.
• Working knowledge of IT service principles and frameworks e.g., ITIL, SIAM, COBIT, processes, ITSM tools, and best practice methods.
• Proven ability to manage multiple concurrent issues and operate under pressure.

Qualifications

• A relevant degree or diploma from an Australian Tertiary Institution or demonstrated equivalent experience as per CASA part 171 minimum academic qualifications.
• ITIL Foundations (V3 or 4) (desirable)
• High level of analytical skills and understanding of complex interconnected system-of-systems environments in delivering an overall service outcome.
• Demonstrated ability to use initiative and proactive approach when identifying and managing incidents and other issues.
• Demonstrated knowledge of Service Management practices, methodologies and service delivery in a complex multi-vendor environment
• High level of analytical and problem-solving skills that ensure that underlying problems are identified, and robust action plans are enacted.
• High level of written and verbal communication skills with the ability to interact and collaborate with senior business and technical representatives from various customers and providers.

The Successful Candidate Will Have

• Highly developed relevant skills that ensure broader business outcomes are achieved and value is delivered
• Exceptional verbal communication and ability to share the story with resilience and passion for service operations
• Highly honed influencing, listening and collaboration skills

Airservices Australia is a diverse and inclusive employer that recognises the benefits of having a workforce that reflects the communities in which we work. We encourage applications from diverse groups including Aboriginal and/or Torres Strait Islander people.

Security Clearance

To be eligible to apply, you must be an Australian citizen as a NV1 Clearance is required for this role. Please refer to the

Should you require any further information please contact Neethu Stephen – Talent Advisor via email [email protected]

How To Apply

To apply for this position please lodge an application online before Applications close 11.55 pm (AEST) 14th July 2026