Manager - IT Operations

Crown Resorts

Barangaroo

1 week ago

Barangaroo

1 week ago

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Manager - IT Operations

Crown Resorts seeks a Manager - IT Operations to lead on-property technology service delivery across gaming, hotels, food & beverage, events, and corporate environments at its Sydney property. This role manages IT Technical and IT Field Operations teams within a 24x7 operational setting, ensuring service stability, stakeholder alignment, and disciplined capacity management.

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On-site

Full-time

Mid Level

IT Operations

Incident Management

Salary

Not specified

Work Location

Barangaroo, New South Wales, Australia, AU

Work Model

On-site

Employment Type

Full-time

Experience Level

Not Applicable

Core Qualifications

Technical (Must-have)

IT operationsincident managementservice deliveryworkforce planningcapacity managementSLA governance

Soft Skills

leadershipcoachingcommunicationstakeholder managementproblem solvingdecision making

Tools (Must-have)

ITSM toolsticketing system

Key Responsibilities

•Lead on property IT service delivery, ensuring stable, responsive and business aligned technology support across all operational areas.
•Act as the face of Technology on property, representing Infrastructure & Operations with operational and executive stakeholders.
•Provide clear leadership during major incidents, owning end to end resolution, communication, recovery timelines and root cause analysis.
•Lead, coach and develop IT Technical and IT Field Operations teams, promoting strong troubleshooting practices, documentation and service quality.
•Establish and maintain structured capacity and workforce planning, aligning resourcing to demand across 9–5 and 24x7 shift based teams.
•Ensure effective integration between Level 1 Helpdesk services and onsite support, with disciplined ticket triage and escalation.
•Govern service performance, SLAs and operational metrics, driving continuous improvement and reduction of recurring incidents.
•Support the operational enablement of technology changes and initiatives, ensuring smooth transition into BAU without disruption to property operations.

IT OperationsService DeliveryIncident ManagementLeadershipGamingHospitality24x7 OperationsSydney

Key Responsibilities

•Lead on property IT service delivery, ensuring stable, responsive and business aligned technology support across all operational areas.

•Act as the face of Technology on property, representing Infrastructure & Operations with operational and executive stakeholders.

•Provide clear leadership during major incidents, owning end to end resolution, communication, recovery timelines and root cause analysis.

•Lead, coach and develop IT Technical and IT Field Operations teams, promoting strong troubleshooting practices, documentation and service quality.

•Establish and maintain structured capacity and workforce planning, aligning resourcing to demand across 9–5 and 24x7 shift based teams.

•Ensure effective integration between Level 1 Helpdesk services and onsite support, with disciplined ticket triage and escalation.

•Govern service performance, SLAs and operational metrics, driving continuous improvement and reduction of recurring incidents.

•Support the operational enablement of technology changes and initiatives, ensuring smooth transition into BAU without disruption to property operations.