General Manager, Operations

Sydney CBD

• Ensuring that systems, services, and infrastructure work reliably and securely
• Driving adoption of digital tools, new ways of working, and cultural change across the team.
• Corporate wellbeing program - subsidised gym membership & flu vaccination
• Hybrid working environment, competitive remuneration package

About the Role

Proactively lead and execute on the technology operations strategic plan and direction. Oversee the day-to-day technology and business operational activities of the Digital and Transformation function, ensuring that systems, services, and infrastructure work reliably and securely. Manage and execute business plans, and lead teams that develop and implement infrastructure, respond to incidents, and monitor system stability and performance. Evolve the Operations team in line with the ways of working changes which are taking place across Digital & Transformation (& icare more broadly) as we adopt a product based operating model and increase focus on strategic partnerships. Implement new digital tools and capabilities to improve service & efficiency.

Drive cultural change across the team to introduce capabilities in line with, and to support the technology strategy, shift mindsets and ways of working to build a high performing team.

This is a significant leadership role within icare and requires the ability to think and plan to a two-year horizon with an understanding of the risks of their decision making and the lasting impacts it may have on icare.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• icare day – access to an extra day’s leave
• Comprehensive learning and development support aligned to icare’s Core Capabilities.
• Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program

Duties

It’s an exciting time at icare where no two days are the same; as General Manager, Operations you will:

• Lead the Technology Operations teams which currently include IT operations, IT service desk, vendor management/governance, release management, infrastructure, financial management , digital workspace and business operations (governance, business planning, reporting and tracking)
• Proactively monitor icare’s systems landscape and infrastructure for irregularities and performance issues and strategically determine when systems or servers are due for upgrades as input into lifecycle plans.
• Lead the development of IT policies and procedures to ensure that the environment operates effectively and reliably and increases in operational maturity, including developing service level agreements (SLAs) and consistent service standards with managed service providers and third parties.
• Lead and drive the required cultural and mindset shifts required to operate in and support multiple ways of working including a product-centric approach. Take a lead role in rewiring key processes to support product-centric ways of working.
• Oversee digital workplace initiatives that enhance collaboration, productivity, and employee experience.
• Lead the adoption and integration of digital tools and technologies to improve operational efficiency, business processes and customer outcomes.

Skills & Experience

• Experience in business operations/strategic planning of digital solutions for both BAU and enterprise portfolio programs.
• Extensive experience combined with an in depth understanding of the application of technology to the insurance industry.
• Previous experience in critical senior / executive leadership IT Operational roles.
• Excellent communication skills
• Ability to influence and guide complex decision making to achieve key outcomes
• Strong commercial acumen & commercial

Culture

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive.

About the Company

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work. 

• For more information about icare visit our website
• icare operates a direct sourcing model so no agency introductions will be accepted
• We are a Circle Back Initiative Employer – we commit to respond to every applicant
• A talent pool may be created through this recruitment process.

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.