Head of IT Operations

At Community Housing Limited (CHL), we're working towards a world without housing poverty.

Technology plays a critical role in achieving that vision. We are seeking a disciplined and service-minded Head of IT Operations to lead CHL’s technology operations: service delivery and support, infrastructure and cloud, cyber security operations, information management operations, and vendor, contract and cost management. This is an opportunity to own technology service performance for staff nationally, in an organisation whose work directly supports vulnerable communities.

The Opportunity

Reporting to the Chief Transformation Officer and leading the IT Operations team, you will be the single point of accountability for keeping CHL’s technology running, secure, supported and cost-managed for staff across the country.

You will operate within CHL’s technology governance. Enterprise architecture, standards and technology investment decisions sit at Chief Transformation Officer level, and major change is delivered through the Transformation Division’s portfolio. Within those frameworks you have full operational authority over the technology estate and how it performs.

This is a highly visible role spanning service delivery and support, service management, infrastructure and cloud, cyber security operations, information management operations, technology resilience and disaster recovery, digital workplace experience, and vendor, contract and cost management.

What You’ll Be Responsible For

• Operating the single front door for all technology incidents and requests, including major incident management, end-user and device support, onboarding and offboarding, and application access administration.
• Establishing and maintaining a service catalogue with agreed service levels, problem management that eliminates recurring incidents at root cause, an accurate asset and licence register, and monthly service health reporting.
• Ensuring the reliability, security, scalability and recoverability of CHL’s infrastructure, cloud platforms, networks and Microsoft 365 environment.
• Leading cyber security operations, including monitoring and response, vulnerability management, endpoint and email security, security awareness, the identity and access management uplift, audit remediation and alignment to the Essential Eight.
• Administering records, document management, security classifications and information lifecycle within the governance frameworks set by Business Excellence and Governance.
• Running CHL’s technology vendor and contract discipline: vendor and contract register, renewal calendar, licensing and cloud cost optimisation, and supplier performance management.
• Owning the IT Operations budget, forecast and accruals in partnership with Finance, and building transparency of technology cost by service.
• Maintaining and testing disaster recovery plans, managing availability and capacity, and providing the technology input to CHL’s business continuity program.
• Improving the day-to-day technology experience of CHL staff, driving adoption of collaboration tooling, and expanding self-service and automation of common requests.
• Leading, coaching and developing the IT Operations team, building capability depth and reducing key-person risk.

About You

You are a technology operations leader who takes pride in services that simply work. You measure what you run, you eliminate recurring problems at the root, and you are comfortable being the person accountable when something breaks.

You balance protection, usability and cost, you hold vendors to what they promised, and you build teams with depth rather than single points of failure.

You will ideally possess:

• Tertiary qualifications in Information Technology or a related discipline.
• Minimum 10 years’ experience in technology operations or service management in complex, multi-site organisations.
• Demonstrated success running an IT service function (service desk, infrastructure and cyber operations) to agreed service levels.
• Experience in cyber security operations, audit remediation and control uplift; security certifications well regarded.
• Strong expertise in infrastructure, cloud and Microsoft 365 platform operations, including resilience and disaster recovery.
• Demonstrated vendor, contract and technology cost management experience, including licensing and cloud cost optimisation.
• Experience managing remote and distributed teams across multiple sites.
• A collaborative and authentic leadership style with a commitment to developing people and teams with a can do attitude/ willing to roll up your sleeves when required.
• An understanding of, or passion for, the not-for-profit or community services sector.
• Current driver’s licence.

Appointments are subject to satisfactory pre-employment checks, including National Police Check, Working with Children Check and NDIS Worker Screening Check where required. All pre-employment checks will be arranged during onboarding.

About Us

Community Housing Limited (CHL) is a leading not-for-profit organisation delivering affordable and sustainable housing solutions across Australia. For more than 30 years, we have been committed to providing housing and support services that help individuals and families build brighter futures.

Why Join CHL?

This is more than a technology leadership role.

It's an opportunity to influence how technology enables one of Australia's leading community housing organisations to deliver greater impact for the communities we serve.

In return, we offer:

• A genuine opportunity to build a technology service the whole organisation can rely on.
• Meaningful work that contributes to social outcomes.
• Flexible work arrangements.
• Salary Packaging benefits & Salary Continuance Insurance.
• An additional annual "You Day".
• A supportive, values-led culture focused on growth, collaboration, and innovation.
• The opportunity to lead a capable team through an exciting period of transformation.

As an equal opportunity employer, CHL works closely with people from a diverse range of backgrounds.?CHL acknowledges the traditional Aboriginal owners of country throughout Australia and we pay our respects to them, their culture and their Elders past and present.