We are looking for a hands-on IT Operations Manager – Managed Services to lead the delivery, improvement, and growth of managed IT services for our clients.
This role is key to building our Managed Services team and ensuring efficient, scalable service operations focused on ITIL processes, project management, and customer satisfaction.
The ideal candidate has strong experience in managed services, preferably with an IT provider, MSP, or systems integrator.
Location: North Ryde, Sydney – on-site only, no remote or hybrid options.
Key Responsibilities:
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Managed Services Delivery
- Oversee daily delivery of IT services (infrastructure, cloud, networks, security, support).
- Ensure contracts and SLAs are met and clients are satisfied.
- Improve processes through standardization and automation.
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Process Improvement
- Lead ongoing improvements using ITIL/DevOps best practices.
- Develop and document workflows and procedures.
- Monitor service data to spot issues and improve performance.
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Project Implementation
- Manage client onboarding and service transitions.
- Plan and coordinate projects like cloud migrations and upgrades.
- Work with teams to ensure smooth delivery.
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Client & Stakeholder Management
- Handle escalations and act as trusted advisor.
- Conduct service reviews and report performance.
- Build strong client and team relationships.
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Vendor & Tools Management
- Manage vendors and third-party providers.
- Evaluate and implement new tools to boost efficiency.
Qualifications:
- Bachelor’s degree in IT or related field.
- 5+ years in IT operations or managed services.
- Experience with ITIL processes and cloud platforms (AWS, Azure, Google Cloud).
- Project management experience, Agile preferred.
- Certifications like ITIL, PMP, or PRINCE2 are a plus.
- Familiarity with tools like ServiceNow or ConnectWise is preferred.
Key Skills:
- Strong leadership and team-building.
- Excellent communication and stakeholder management.
Our client is a leader in Managed IT Services and Critical Infrastructure, driving innovation in IT and SaaS solutions. They deliver comprehensive software and hardware products tailored to meet diverse business communication needs.
Their extensive portfolio spans wired to wireless technologies, including headsets, amplifiers, business phones, satellite and mobile communications, as well as hardware for printing and scanning. Committed to enhancing connectivity and operational efficiency, they support businesses with cutting-edge communication solutions.
To apply, send your resume to alex@athlete2business.com.au
