The role leads the operation of a 24/7 Command Centre and Service Desk, ensuring effective monitoring, coordination, and management of incidents, service requests, and overall service health across the IT environment. It provides end-to-end operational oversight, maintaining real-time visibility of incidents, risks, and performance to support timely decision-making and service continuity.
The position is responsible for coordinating incident triage, prioritisation, and escalation across multiple resolver teams and service providers, while supporting Major Incident Management processes and acting as a key escalation point for high-impact issues. It also oversees workforce planning and roster management to ensure continuous operational coverage and seamless service delivery.
Through strong governance and adherence to IT service management practices, the role ensures consistent execution of processes, maintains operational standards, and drives service performance across both Command Centre and Service Desk functions. It works closely with internal teams, service delivery managers, and vendors to enable coordinated, cross-functional service delivery.
The role contributes to continuous improvement by analysing operational data, identifying trends and risks, and implementing enhancements to service processes, performance, and resilience. Through leadership and stakeholder engagement, it ensures the delivery of reliable, responsive, and customer-focused operational services aligned with organisational priorities.
The role leads the operation of a 24/7 Command Centre and Service Desk, ensuring effective monitoring, coordination, and management of incidents, service requests, and overall service health across the IT environment. It provides end-to-end operational oversight, maintaining real-time visibility of incidents, risks, and performance to support timely decision-making and service continuity.
The position is responsible for coordinating incident triage, prioritisation, and escalation across multiple resolver teams and service providers, while supporting Major Incident Management processes and acting as a key escalation point for high-impact issues. It also oversees workforce planning and roster management to ensure continuous operational coverage and seamless service delivery.
Through strong governance and adherence to IT service management practices, the role ensures consistent execution of processes, maintains operational standards, and drives service performance across both Command Centre and Service Desk functions. It works closely with internal teams, service delivery managers, and vendors to enable coordinated, cross-functional service delivery.
The role contributes to continuous improvement by analysing operational data, identifying trends and risks, and implementing enhancements to service processes, performance, and resilience. Through leadership and stakeholder engagement, it ensures the delivery of reliable, responsive, and customer-focused operational services aligned with organisational priorities.
The key duties of the position include:
Command Centre Operations & Coordination
- Lead the day-to-day operations of the Command Centre, ensuring effective monitoring, incident coordination and service visibility across a 24/7 operating environment
- Maintain a consolidated, real-time view of service health, incidents and operational risks across the environment
- Ensure effective triage, prioritisation and coordination of incidents across resolver teams and service providers
- Assign and maintain initial incident priority classifications in line with agreed impact and urgency criteria, ensuring rapid escalation to the Major Incident Manager for confirmation and ongoing management of major incidents (P1/P2)
Service Desk Management
- Oversee the delivery of Service Desk services during business hours, ensuring timely and effective handling of incidents, requests and user interactions
- Ensure consistent application of service desk processes, standards and customer service expectations
- Monitor service desk performance, including responsiveness, resolution times and customer satisfaction
24/7 Operational Workforce Management
- Lead and manage a 24/7 Command Centre roster to support continuous monitoring and incident response capability
- Ensure appropriate staffing, handover and operational continuity across shifts
- Oversee workforce planning for both Command Centre (24/7) and Service Desk (business hours), ensuring clear separation of roles and responsibilities
Incident & Escalation Management
- Ensure effective management of incidents across the lifecycle, including timely escalation and coordination of high-impact issues
- Support and oversee Major Incident Management processes, ensuring alignment between Command Centre activities and MIM roles
- Act as an escalation point for complex or high-impact operational issues
Service Performance & Operational Oversight
- Monitor operational service performance across Command Centre and Service Desk functions, identifying trends, risks and emerging issues
- Provide regular reporting on service performance, incident trends and operational metrics
- Ensure issues impacting service performance are identified, escalated and actively managed
Process & Governance
- Ensure consistent application of ITSM processes, including Incident, Major Incident and Request Management
- Maintain operational procedures, standards and controls for Command Centre and Service Desk activities
- Drive adherence to governance requirements across operational service delivery
Vendor & Stakeholder Coordination
- Work closely with Service Delivery Managers, resolver teams and service providers to coordinate service delivery outcomes
- Ensure effective communication and collaboration across internal and external stakeholders
- Support resolution of cross-team and cross-vendor issues impacting service delivery
Continuous Improvement
- Identify and drive improvements in operational processes, service desk practices and service visibility
- Analyse operational data to inform improvement initiatives and enhance service resilience
- Promote a culture of continuous improvement and accountability across operational teams
Complying with all Bureau work, health and safety policies and procedures, and taking reasonable care for your own health and safety and that of employees, contractors and visitors who may be affected by your conduct.
Getting to know the Bureau of Meteorology
The Bureau of Meteorology is one of the few organisations that touches the lives of all Australians and all Australia, every day. The Bureau works across Australia and remote islands, providing services from the Antarctic to beyond the equator, and from the Indian Ocean to the Pacific.We are Australia's national weather, climate and water agency, in the Agriculture, Water and Environment portfolio of the Australian Government, operating under the authority of the Meteorology Act 1955 and the Water Act 2007. We provide data, information, knowledge, insight and wisdom to help Australians prepare and respond to the realities of their natural environment, including droughts, floods, fires, storms, tsunami and tropical cyclones.Our products and services include observations, forecasts, analysis and advice covering Australia's atmosphere, water, oceans and space environments. We undertake focused scientific research in support of our operations and services. Through regular forecasts, warnings, monitoring and advice, we provide one of Australia's most fundamental and widely used public services.We have strong relationships with our customers, partners and stakeholders in Australia, including the Australian Community and the emergency services sectors, all-levels of Government, and focus sectors including aviation, agriculture, energy and resources, national security and water.
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Command Centre Lead in Melbourne employer: Bureau of Meteorology
The Bureau of Meteorology is an exceptional employer, offering a unique opportunity to contribute to Australia's national weather, climate, and water services. With a strong focus on employee growth, collaboration, and a high-performing team culture, staff are empowered to lead innovative planning and asset management initiatives that directly impact the lives of Australians. Located at the heart of Australia's environmental response, employees enjoy a meaningful work experience while benefiting from comprehensive support for professional development and a commitment to resilience and sustainability.
