Lead Service and Operations

About BRG

Business Review Group is a veteran-owned, Australian consultancy supporting Defence and Federal Government clients with trusted, above-the-line professional services. BRG provides experienced specialists across acquisition, sustainment, ICT, project delivery, logistics, commercial and governance functions.

About The Role

BRG is seeking a Lead Service and Operations specialist to support the Future DSE Program. This role is accountable for the end-to-end operational performance, sustainment and service quality of ICT services within a secure Defence environment.

The successful candidate will work across Integrated Logistics Support, service delivery, service operations and operating model development to ensure services are scalable, supportable and sustainable.

Key Details

Position: Lead Service and Operations

Reference: A-12

Reports to: Assistant Director – Transformation

Location: Canberra

Clearance: NV1 required, with ability to upgrade to NV2 if requested

Other Requirements: DSN access required on an ongoing basis; ability to access Export Controlled information is mandatory

Duties & Responsibilities

Lead the development and implementation of ILS frameworks to support long-term sustainment of Future DSE services.

Embed supportability, maintainability, spares, documentation, training and lifecycle support considerations into service and solution designs.

Coordinate with engineering teams, vendors and sustainment partners to align support models with Defence requirements.

Manage operational risks, service continuity and operational readiness.

Oversee transition of capabilities from project delivery into sustainment and steady-state operations.

Manage service-level change management, including operational impact, risk and readiness assessments.

Ensure change activities align with ITSM and Defence change control requirements.

Support service transition activities to safely introduce changes into production environments.

Develop and refine operating models across program, service and team environments.

Define roles, responsibilities, processes, technology, governance structures, systems, organisation and performance management arrangements.

Align operating models with ITSM processes, ILS arrangements and service delivery frameworks.

Ensure operational compliance with ITIL-aligned ITSM processes, Defence policies and assurance requirements.

Support development of training artefacts to enable capability uplift.

Promote service excellence, operational discipline and continuous improvement.

To be Successful

Demonstrated experience in service delivery and service operations.

Proven experience managing ICT services across lifecycle phases, including transition to operations and sustainment.

Strong knowledge of ITSM and ITIL frameworks.

Experience with Integrated Logistics Support or ICT sustainment models.

Experience in service change management and operational risk management.

Experience developing and implementing service or operational operating models.

Strong leadership, decision-making and stakeholder engagement skills.

Experience working in complex, secure or mission-critical environments.

Experience managing multi-vendor and managed service arrangements.

Familiarity with Agile or iterative delivery approaches within formal governance frameworks.

ITIL 4 Foundation certification is required.

Desirable

ITIL 4 Managing Professional or Strategic Leader certification.

Experience working in Defence, government or classified environments.

Experience supporting large-scale ICT programs or transformation initiatives.

Familiarity with ServiceNow or equivalent ITSM platforms.

Experience aligning ILS and operational models with Defence Capability Lifecycle frameworks.

Experience in service transition, operational readiness and sustainment planning.

Please contact

Jessica-Jaye Beale at ***email_hidden*** or 0425 654 942 to discuss this opportunity.