Head of Service Management and Infrastructure | Merivale

Our Story 

Owned and run by the Hemmes family for over 60 years, Merivale began as a fashion house that led Sydney into the swinging sixties for all things music and fashion. With a knack for creativity, “The House of Merivale” injected a new energy into the theatre of Sydney transforming the brand into what we know now as one of the largest leading hospitality empires in Australia. 

The Role

The Head of Service Management and Infrastructure is a pivotal member of the Technology team. The primary purpose of this role is to oversee, lead, and manage the cloud and on-premises infrastructure, and the service desk teams to ensure the highest levels of operational efficiency and IT systems reliability at Merivale.

This includes the management and optimisation of all cloud platforms, data centres, on-premises technology infrastructure and essential hardware, as well as the delivery of technology services with a team of service analysts in line with the ITIL framework, to manage incident and end-user IT related issues and problems.

Core Accountabilities

• Lead and manage the Service Desk and Infrastructure & Cloud teams, fostering a culture of excellence, continuous improvement, and collaboration.
• Ensure scalability, reliability, and security of all IT infrastructure.
• Implement security best practices and ensure regulatory compliance, including ongoing management of the IT Disaster Recovery Plan.
• Accountable for the Service Management operation for Merivale, providing on-site technical support for Venues/Stadiums.
• The ongoing management of the Technology Service Catalogue and ensuring alignment and maturity of technology asset and data management within the ITIL framework.
• Identify opportunities for cost optimisation, evaluating new technologies, and preparing/managing the budget to ensure cost efficiency.
• Implement monitoring solutions, generate performance reports, develop dashboards and alerts to proactively manage system health and customer satisfaction, and be accountable for the continuous improvement of Service Management processes at Merivale.

The Essentials

Masters/bachelor’s degree in information technology, Computer Science, or a related field. Relevant certifications such as ITIL, PMP, CISSP, or cloud certifications (AWS, Azure, Google Cloud) are preferred.

• 5+ years of experience in IT Operations, infrastructure & cloud management, and/or service management.
• Proven track record of managing complex IT environments and delivering high-quality IT service.
• Experience in leading and managing IT teams, including infrastructure, network and service management professionals, with hospitality or retail experience preferred.
• Strong experience with cloud services (e.g. AWS, Azure) and hybrid cloud environments.
• Demonstrated experience in implementing and managing ITIL processes and frameworks.

The Reward

You will be joining a company that wants you to succeed, we offer:

• Competitive pay and amazing discounts at 90+ venues.
• Paid parental leave and flexible return to work support for new parents.
• Career development through supported technology education tools and programs
• Free lunches in venue every day!
• Employee referral Program