Service Specialist IT Flightdeck

Brisbane (pref) OR Sydney

• Opportunity to gain valuable experience in managing Service Providers and transitioned services.
• Collaborative and supportive team environment in the infrastructure space hybrid working.
• Innovate & improve outcomes and business value of managed services offshore.

Were never just satisfied with how things are because we know how things could be. And its our expert Technology team who forge ahead every day to make those what ifs a reality.

Welcome to a place where you can chase real progress and drive real change. And that includes your own career. Being a part of Technology at Suncorp Group means being switched on endlessly curious and always return youll be supported to bring your own ideas to the table and challenge conventions with the aim of making life a little brighter simpler and better for our customers and each other.

About the role:

Our Service Specialists play a key role in managing services fulfilled by a team of offshore service providers overseeing and growing this relationship and managing Suncorps 24x7 National Operations Centre (IT Flightdeck) Services and Enterprise Scheduling (Control-M/Axway Secure Transport) platforms. The IT Flightdeck is often the first responder in detecting and dispatching deviations on our systems through alerts and incidents to support teams before they become critical incidents.

The role includes the management of a partner that will be the arms and legs of the teams services which includes monitoring and reporting on end-to-end processes in line with Operational support processes. Being highly proficient in IT Flightdeck operations you will be asked to govern and manage the Partner under contracted service levels across multiple technology domains and interfaces with IT Service Management processes.

The role also has a service delivery engagement into the business where building and maintaining relationships is essential.

Whilst the team will manage workloads across shifts over 24hrs this role is only required to work standard Australian business hours.

As more IT Australian services are transitioned offshore this is a fantastic opportunity to gain significant experience in this area with one of Australias leading Insurers to help our business focus on our purpose and our customers.

What youll do:

• Manage an offshore team of around 20 ensuring that the IT Flightdeck function operates within the agreed Key Result areas; provide facilitation and oversight of IT Flightdeck operation practices across Suncorp.
• Monitor the effectiveness of the IT flightdeck operation processes and work with other teams and partners to ensure continual service improvements. Service level Management and governance for key partners.
• Develop the strategy road-map for the IT Flightdeck
• Work collaboratively building & maintaining ongoing dialogue and relationships with application support functions and business stakeholders (Service Owners) as part of continued service improvement and support and work effectively in a diverse and flexible environment.
• Work with technical staff and leaders in managing changes and demonstrate effective customer service behaviours.
• Manage incidents and problems or escalate where required to vendor or specialist teams for resolution
• Follow security policies and procedures during incidents and emergency changes.
• Collates and develops regular IT Flightdeck Management reports with trend analysis and commentary as required.
• Formulate and recommend changes and/or enhancements to Suncorps standard processes

What youll bring:

• At least five (5) years experience working in a similar role within an Enterprise IT environment with a sound understanding of various monitoring tools and technologies.
• 5 years experience of IT service principles and frameworks including ITIL process tools (ServiceNow) delivery frameworks (Agile) and best practice methods.
• Broad technical knowledge with the ability to multi-task and prioritise issues.
• 5 years of experience in an IT Operations or Infrastructure support role (Service Desk Major Incident Management IT FLIGHTDECK Team Leader of services or platform teams).
• Experience in Partner and Service Level Management processes and practices.
• Previous experience and exposure to multi-vendor collaboration and partnerships.
• Experience working with batch management and mainframe technologies and Control-M scheduling tool.
• Solid understanding of customer-facing applications and underpinning infrastructure services.
• An in-depth understanding of Event Management processes and procedures.
• Strong analytical and design thinking skills.
• Strong written communication and interpersonal skills including negotiation and influencing skills.

What youll bring ( must haves):

• 5 years in a 24/7 Flightdesk/Command Center/ Major incident environment; 3 years leading a shift or governing a managed service/offshore team.
• Hands on with ServiceNow (Incident Event management CMDB etc )
• Exposure to monitoring tools like Splunk Dynatrace Firescope Plus exposure to AWS/Azure monitoring preferable.
• Control-M and Observability awareness

TT INFRA Service

If this opportunity sounds like the challenge you have been looking for please apply online today. For more information please contact

Advertised: 18 Aug 2025 AUS Eastern Standard Time
Applications close: 24 Aug 2025 AUS Eastern Standard Time