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About the opportunity

Yarra Trams is seeking an experienced Duty Manager to lead and coordinate the delivery of network operations for the world’s largest tram network. As the Duty Manager, you will be the central point of contact for day-to-day operations across a 24/7 environment, including incident response and disruption management. This is an exciting opportunity for a collaborative and capable leader to coordinate resources, support operational excellence, and contribute to the safe and efficient delivery of tram services.

In this role, you will:

• Provide leadership as an active member of the Network Operations Leadership Team.
• Monitor, protect and improve tram network performance while coordinating safe and effective incident response activities.
• Support, coach and develop Operations Centre Controllers and Operations Officers in monitoring & managing network operations & service disruptions.
• Lead the communication and escalation strategy for incidences and disruptions to ensure appropriate internal and external stakeholder management and visibility for decision-making across senior leadership.
• Embed and demonstrate a customer-focused culture where safety, inclusion, operational performance and passenger experience guide decision-making.
• Ensure appropriate customer support is provided during incidents and contribute to the delivery of passenger-focused initiatives, projects and special requests
• Champion and lead change and transition activities as part of business transformation activities across the Operations Centre
• Coordinate whole-of-network incident management activities and support compliance with fatigue management requirements.
• Promote a strong safety culture by supporting continuous improvement, learning from incidents and near misses, and implementing corrective actions.
• Encourage and support innovation and improvement initiatives across the Operations Control Centre.
• Lead a high performing team to meet Operational and service outcomes
• Demonstrate the Yarra Journey Makers values and behaviours

About you

We recognise that skills and experience can be gained through a variety of backgrounds and experiences. If you believe you can contribute to this role, we encourage you to apply, even if you do not meet every requirement listed below.

Ideally, you will bring:

• Demonstrated leadership experience in an operations, transport, emergency management, customer service, incident response or similarly fast-paced environment.
• Strong relationship-building, communication and influencing skills, with the ability to engage and motivate diverse teams.
• Experience understanding customer impacts and supporting the delivery of positive customer outcomes.
• Experience coordinating, planning and implementing contingency or response plans.
• Strong problem-solving skills and the ability to adapt to changing priorities in a dynamic operational environment.
• Confidence making decisions using real-time information and data.
• Demonstrated experience in leading teams through transformation and change.
• Experience in managing performance that enables team members to achieve their full potential.
• A continuous improvement mindset and a willingness to challenge existing practices constructively.
• The ability to work a rotating 24/7 roster, including weekends and public holidays, with reasonable overtime as required.
• The willingness to undertake and maintain First Aid training, other legislative training and responsibilities.

Applications close: 09 July 2026