About Novigi 

Novigi is the data and technology partner to the Financial Services Industry with offices in Sydney, Melbourne, Wollongong and Colombo, Sri Lanka. At our core, we are data-driven transformation and business optimisation experts. We partner with our clients to transform their business functions through the clever use of data and interoperability. We do this by offering a range of services and solutions.

Description

The Service Operations Lead is the primary client-facing owner of service delivery for one or more managed services clients within Core Platforms, accountable for ensuring Novigi meets its contractual and SLA commitments across the full service catalogue.

The role holds no direct reports; instead it leads a squad through matrixed reporting lines, with squad members reporting into their respective technical practices (Application Engineering, Infrastructure Engineering, Cloud Engineering, or Application Consulting) for people leadership and capability.

Day to day, the Service Operations Lead is the client’s point of contact for service delivery, translating contractual requirements into managed work, and coordinating with internal teams to allocate work, resolve incidents, and deliver small projects and upgrades. The role works closely with the Cloud Engineering and Release Management teams to maintain platform stability and manage change into production, and is accountable for incident, problem, vulnerability, capacity, and DR/BCP management across their assigned client base.

The Service Operations Lead is expected to maintain visibility of the commercial and profitability position of the clients they are responsible for, using this to inform how work is prioritised, escalated, and resourced.

About the role

Reports to: GM Service Operations

In Teams: Core Platforms — Service Operations

Works with: Client stakeholders; Cloud Engineering; Release Management; Application Engineering, Infrastructure Engineering and Application Consulting practices; Client Partners; Portfolio and Delivery Leads

Key Responsibilities:

Client & Contractual Delivery

• Act as the primary client-facing owner of service delivery for one or more managed services clients, ensuring delivery against contractual obligations.
• Translate contractual and SLA requirements into day-to-day operational delivery, ensuring nothing is delivered outside of agreed scope or commercial arrangements.
• Facilitate service reporting, service reviews, and continuous improvement discussions with clients.
• Act as the escalation point for client-raised delivery and service issues, ensuring timely resolution and clear communication.
• Work with Client Partners to understand client priorities and ensure they are reflected in operational planning
• Squad Leadership & Work Allocation (Matrixed)
• Lead a squad with no direct reports, coordinating staff through matrixed reporting lines into their respective technical practices.
• Manage and allocate day-to-day work across the squad, including support tickets, incidents, and small projects or upgrades.
• Coordinate with technical practice leads to resolve resourcing conflicts, capability gaps, and competing priorities affecting the squad.
• Run day-to-day operational rhythm (stand-ups, work triage, prioritisation) to keep the squad focused on client commitment
• Incident, Problem & Vulnerability Management
• Own incident management for assigned clients, ensuring incidents are triaged, resolved, and communicated in line with SLA targets.
• Lead problem management activity to identify and remediate root causes of recurring incidents.
• Track vulnerability management outcomes for assigned clients, ensuring remediation is progressed within policy timeframes and escalating where at risk
• Ensure post-incident reviews are conducted, and improvement actions are tracked to closure.
• SLA, Capacity, DR & BCP Management
• Own SLA adherence for assigned clients, monitoring performance and intervening where service levels are at risk.
• Work with Cloud Engineering to manage capacity planning, ensuring infrastructure and platform capacity keeps pace with client demand.
• Coordinate disaster recovery (DR) and business continuity planning (BCP) activity for assigned clients, including testing schedules and readiness reporting.
• Maintain visibility of upcoming capacity, DR, and BCP obligations and ensure they are planned for ahead of time rather than managed reactively

Cloud Egineering & Release Management Partnership

• Partner with Cloud Engineering to ensure infrastructure changes and platform work are planned, sequenced, and communicated to clients appropriately.
• Work with Release Management to schedule and coordinate releases, upgrades, and changes into client environments, minimising disruption.
• Ensure change and release activity affecting assigned clients is properly risk-assessed, tested, and communicated ahead of deployment.
• Commercial & Profitability Awareness
• Maintain awareness of the profitability position of the clients within their portfolio, understanding cost-to-serve against commercial arrangements.
• Flag emerging commercial or profitability risks to the GM Service Operations and Client Partners, including scope creep, resourcing overruns, or margin pressure.
• Use profitability and utilisation visibility to inform prioritisation and escalation decisions across the squad.

Role Boundaries

Accountable for:

• Client relationship for day-to-day service delivery and contractual/SLA adherence
• Work allocation and prioritisation across the matrixed squad
• Incident, problem, and vulnerability management outcomes for assigned clients
• Capacity, DR, and BCP management coordination for assigned clients
• Coordination with Cloud Engineering and Release Management on changes affecting assigned clients
• Visibility and escalation of client profitability risk

Not accountable for:

• People leadership, performance management, or career development of squad members (owned by the relevant technical practice lead)
• Technical execution of infrastructure or cloud engineering work (owned by Cloud Engineering)
• Release build and deployment execution (owned by Release Management Commercial contract negotiation or pricing (owned by Client Partners / Growth)
• Acurity or other product roadmap decisions (owned by the relevant product owner)

Success Measures

• SLA targets consistently met or exceeded across all assigned clients.
• Incidents and problems resolved within target timeframes, with a measurable reduction in repeat incidents.
• Vulnerability remediation tracked and closed within policy timeframes, with no unaddressed high-risk itemsDR and BCP plans tested on schedule, with readiness clearly reported to the client and to Novigi leadership.
• Capacity plans keep pace with client demand, with no client-impacting capacity breaches.
• Clients report strong satisfaction with service delivery, responsiveness, and communication.
• Client profitability position is visible, understood, and proactively flagged where at risk.

Skills and experience

• Demonstrated experience in a service delivery, service operations, or squad lead role within a managed services environment, preferably in superannuation, banking, finance, or insurance.
• Strong working knowledge of ITSM/ITIL practices including incident, problem, change, capacity, and availability management.
• Experience coordinating disaster recovery and business continuity planning and testing.
• Exposure to vulnerability management processes and remediation tracking.
• Comfortable operating in a matrixed environment, influencing and coordinating staff without direct line authority.
• Commercially aware, able to interpret utilisation, cost-to-serve, and profitability information to inform decisions.
• Excellent client-facing communication and stakeholder management skills.
• Experience working with or alongside cloud engineering and release management functions.