Location: Sydney, Australia
Engagement: Contract (6 Months + Extendible) - Hybrid
About the Role
We are seeking an experienced Run Lead to take end-to-end operational ownership of enterprise Testing Tools, Quality Engineering Platforms (QEP), and AI services.
The Run Lead will be accountable for the stability, availability, support, governance, security, compliance, and continuous improvement of critical enterprise platforms. Acting as the primary point of accountability for BAU operations, this role will work closely with technology teams, business stakeholders, vendors, and change teams to ensure services remain reliable, secure, compliant, and aligned with business objectives.
The ideal candidate will have strong IT Service Management (ITSM/ITIL) experience combined with exposure to enterprise testing platforms, quality engineering, AI services, DevOps, and cloud technologies.
Key Responsibilities
- Own the end-to-end operational management and run support of Testing Tools, QEP, and AI platforms.
- Ensure platform availability, reliability, performance, and SLA compliance across supported services.
- Act as the primary escalation point for incidents, major incidents, and service disruptions, coordinating resolution across multiple technical teams.
- Lead incident management, problem management, and root cause analysis (RCA) processes.
- Ensure corrective and preventative actions are identified, tracked, and implemented.
- Drive platform governance, risk management, security, audit, and compliance activities in line with enterprise standards.
- Coordinate patching and change management activities and assess associated operational risks.
- Represent platforms through Change Advisory Board (CAB) and release governance processes.
- Monitor platform health, utilization, performance, and service metrics.
- Prepare regular operational reports, service performance updates, and executive-level reporting.
- Identify and implement opportunities for service improvement, automation, optimization, and operational efficiency.
- Support onboarding of new teams, tools, and capabilities, ensuring appropriate operational readiness and support models are established.
- Collaborate with change and delivery teams on platform lifecycle activities, new feature requests, upgrades, and enhancements.
- Maintain operational documentation, support procedures, knowledge articles, and service catalogues.
- Drive a culture of accountability, collaboration, operational excellence, and continuous improvement across supported platforms.
- Work closely with vendors and internal stakeholders to ensure effective service delivery and issue resolution.
Key Skills & Experience
- Strong experience in IT Service Management (ITSM) and ITIL-aligned operational environments.
- Proven experience with Incident, Problem, Change, and Release Management.
- Experience managing enterprise Testing Tools, Quality Engineering Platforms (QEP), AI services, DevOps platforms, and/or cloud technologies.
- Strong experience in major incident management, escalation management, RCA, SLA management, and service performance monitoring.
- Experience driving platform governance, risk management, security, audit, and compliance initiatives.
- Strong stakeholder management and cross-functional coordination skills.
- Experience working with and managing technology vendors and third-party service providers.
- Strong understanding of platform lifecycle management, upgrades, patching, and operational readiness.
- Experience driving operational excellence, platform modernization, automation, and service improvement initiatives.
- Strong communication, leadership, problem-solving, and decision-making skills.
- Ability to work effectively across technical teams, business stakeholders, vendors, and senior leadership.
Success Measures
Success in this role will be measured by:
- High levels of platform availability, stability, and reliability.
- Consistent achievement of SLA and service performance targets.
- Reduced incident volumes and improved mean time to restore services.
- Successful delivery of platform upgrades, releases, and service improvements.
- Positive stakeholder satisfaction and successful audit and compliance outcomes.
- Increased automation, operational efficiency, and platform adoption.
- Effective management of operational risks and platform lifecycle activities.
Pay: $650.00 – $680.00 per day
Application Question(s):
- Which enterprise platforms have you managed? Please specify your experience with Testing Tools, Quality Engineering Platforms (QEP), AI services, DevOps, or cloud technologies.
- Please describe your experience managing major incidents, problem management, Root Cause Analysis (RCA), Change Management, Release Management, and SLA compliance.
Work Location: In person
