Head of IT Operations

About Community Housing Limited

Community Housing Limited (CHL) is a prominent not-for-profit organisation devoted to providing affordable and sustainable housing solutions throughout Australia. With over 30 years of service, CHL supports individuals and families in building better futures by delivering vital housing and support services.

Position Summary

CHL is seeking a disciplined and service-oriented Head of IT Operations to lead and manage the organisation's technology operations on a national scale. This key role offers the opportunity to be fully accountable for technology service delivery, infrastructure, cybersecurity, information management, and vendor and cost management. Reporting directly to the Chief Transformation Officer and leading the IT Operations team, this position ensures seamless technology performance and security to support staff across the country.

Key Responsibilities

• Serve as the central point for all technology incidents and requests, including managing critical incidents, user and device support, onboarding/offboarding, and application access control.
• Develop and maintain a comprehensive service catalogue with defined service levels, implement problem management to prevent recurring issues, maintain accurate asset and license records, and provide monthly service health reports.
• Ensure the reliability, security, scalability, and recoverability of CHL's infrastructure, cloud platforms, networks, and Microsoft 365 environment.
• Lead cybersecurity operations including monitoring, response, vulnerability management, endpoint and email security, security awareness training, identity and access management improvements, audit remediation, and alignment with the Essential Eight framework.
• Oversee records and document management, security classification, and information lifecycle activities consistent with governance standards established by Business Excellence and Governance teams.
• Manage vendor relationships, contract registers, renewal schedules, licensing and cloud cost optimization, and evaluate supplier performance.
• Control the IT Operations budget, partnering with Finance to forecast expenditures and report transparently on technology costs by service.
• Maintain and test disaster recovery and business continuity plans, monitor capacity and availability, ensuring technology resilience.
• Enhance daily technology user experience for CHL staff by driving adoption of collaboration tools and expanding self-service and automation capabilities.
• Lead, mentor, and develop the IT Operations team, focusing on capability building and mitigating key-person risks.

Qualifications and Experience

• Tertiary degree in Information Technology or a related field.
• At least 10 years of experience in technology operations or service management within complex, multi-location environments.
• Proven success managing IT service functions including service desk, infrastructure, and cybersecurity operations with consistent service level achievements.
• Hands-on experience with cybersecurity operations, audit remediation, control improvements, and relevant security certifications are advantageous.
• Strong background in managing infrastructure, cloud platforms, and Microsoft 365 environments, including resilience and disaster recovery strategies.
• Experience overseeing vendor contracts, licensing, and optimizing cloud technology expenditures.
• Competence in managing distributed and remote teams across multiple sites.
• A collaborative, authentic leadership approach combined with a proactive, hands-on attitude.
• Familiarity or passion for the not-for-profit or community services sector.
• Possession of a current driver’s license.

Additional Information

Employment is contingent upon successful pre-employment screenings including National Police Check, Working with Children Check, and NDIS Worker Screening Check where applicable. These will be coordinated during onboarding.

Benefits and Culture

• Flexible work arrangements supporting work-life balance.
• Salary packaging options and Salary Continuance Insurance.
• An additional annual personal day called "You Day".
• A supportive and values-driven organisational culture that fosters growth, collaboration, and innovation.
• Opportunity to lead and shape a capable IT team through a significant digital transformation.

Equal Opportunity Employer

CHL values diversity and inclusion, actively welcoming candidates from varying backgrounds. The organisation recognises and respects the traditional Aboriginal owners across Australia, paying tribute to their cultures and elders.

How to Apply

If you are a seasoned technology leader eager to apply your expertise in a meaningful and value-driven context, we encourage you to apply with your resume and a cover letter detailing your leadership credentials and interest. For confidential discussions, contact the Chief Transformation Officer directly via phone.