Service Operations Specialist

Role overview

Airservices Australia is hiring a Service Operations Specialist to join the Integrated Service Operations Centre team in Melbourne. This role sits at the centre of national technology operations, with a focus on keeping enterprise systems healthy and supporting safety-critical aviation services.

This is a fast-moving position where you will help maintain end-to-end visibility of technology services used by both internal and external customers. The work is varied, the issues are real-time, and the impact is direct.

About the organisation

Airservices Australia is a government-owned organisation that manages a significant portion of the world’s airspace and delivers air traffic services at major Australian airports. Its teams support aviation safety every day across cities, regional areas and remote locations.

The organisation places strong value on inclusion, respect and a service-first mindset, and encourages people who enjoy challenge, collaboration and meaningful work in a changing aviation environment.

What you will do

Working within a Service Management and Service Integration & Management environment, you will help coordinate internal and external service providers and support the response to planned and unplanned events. You may also step in to assist the ISOC Shift Lead when required.

The role covers incident handling, change and release coordination, service continuity activities, event management, compliance, reporting and general operational support. You will work in a shift-based team in Melbourne alongside colleagues in Brisbane, helping provide 24x7x365 coverage.

You will also support corrective and preventative maintenance on the National Airways System and respond to significant service issues as they occur. The role requires understanding complex interdependent systems and maintaining a strong focus on service delivery outcomes.

Experience and qualifications

Applicants should bring at least 5 years of experience in a 24/7 shift-based or similarly mission-critical environment, ideally in a complex multi-vendor setting. A customer-focused approach is essential, along with the ability to manage multiple issues at once and stay effective under pressure.

You should have working knowledge of IT service management principles and frameworks such as ITIL, SIAM and COBIT, plus experience with ITSM tools and best-practice service delivery methods. Strong analytical thinking, problem-solving ability and clear communication skills are also important.

A relevant degree or diploma from an Australian tertiary institution is preferred, or equivalent experience that meets CASA Part 171 academic requirements. ITIL Foundation certification is desirable. To be eligible, you must be an Australian citizen because an NV1 security clearance is required.

What success looks like

The ideal candidate will bring strong practical skills that support wider business outcomes, communicate with confidence and resilience, and collaborate well with technical and business stakeholders. A proactive mindset, sound judgement and the ability to influence others will be highly valued.

Additional information

This is a Melbourne-based on-site role. The advertised remuneration starts from $131,000 plus 14% superannuation, along with a yearly increase. Applications close at 11:55 pm (AEST) on 14 July 2026.

If further information is needed, candidates may contact the Talent Advisor listed in the source notice.

Diversity statement

Airservices Australia is committed to building a diverse and inclusive workforce and encourages applications from Aboriginal and Torres Strait Islander people and other underrepresented groups.