We are an Australian fashion retail business with a national store network and a Support Office team that moves quickly! This is a full-time, on-site role (in office 5 days a week).

We are seeking an IT Operations Manager to take accountability for the performance, availability and security of our technology environment, spanning infrastructure, business systems, end user computing and the support function that keeps the business running. The role supports users across our store network and Support Office, balancing the immediacy of a trading setting with the broader system and integration needs of the wider business. You will also act as our IT point of contact for the third-party provider operating Warehouse and Distribution.

Availability is the measure of success in this role. We are looking for someone who responds quickly, communicates clearly while an issue is live, and then addresses the underlying cause so it does not recur. Beyond day-to-day operations, you will set the technical direction for the IT function, own the IT operating budget, hold vendors accountable to their agreements, lead and develop the support team, and act as the senior technical escalation point for the business. You will also drive the practical adoption of AI and automation across IT, implemented and governed properly, to improve service delivery while keeping our data secure.

Key Responsibilities

Own the network and infrastructure estate, including WAN and store connectivity, firewalls and segmentation, Windows Server, virtualisation and storage

Administer Microsoft 365, Azure and Entra ID / Active Directory, including MFA, conditional access and the identity lifecycle, along with the Windows, macOS and mobile fleet

Maintain availability of retail technology across the store fleet, covering POS hardware, payment terminals, back of house devices and ERP integrations

Own security and resilience, including endpoint protection, patching, backups,



disaster recovery with defined RTO/RPO, proactive monitoring and PCI-DSS obligations

Lead, coach and roster the Helpdesk team, own Incident and Problem Management against agreed SLAs, and act as senior escalation point for major incidents

Manage managed service providers, specialist vendors and the warehouse provider relationship, holding them to contracted SLAs and owning contracts, licensing and renewals

Manage the IT operating budget, including spend to forecast, cashflow, annual budget planning and procurement of hardware and services

Run a formal change process that protects the trading calendar, deliver infrastructure and store projects, and lead the adoption and governance of AI tooling including Microsoft Copilot

5+ years as IT Operations Manager or similar senior IT leader

Led and coached a helpdesk or support team

Strong networking: Routing, switching, firewalls, wireless, VLANs, multi-site

Windows Server, virtualisation, server and storage hardware

Microsoft 365 and Azure, including Entra ID / Active Directory

IT security, system hardening and data protection

Windows, macOS, iOS and Android support, including MDM

POS hardware and VOIP telephony support

Managing vendors to SLA and running an IT budget

Working knowledge of business AI tools such as Copilot, and their security and data implications

ITIL certification or equivalent

Retail or multi-site experience

Working with a 3PL on shared systems and integrations

Backup, DR and business continuity planning

About You

Committed to continuous improvement, and willing to go beyond the brief to get there

Self-directed and commercially minded, motivated to leave the function stronger than you found it

Personable and credible across all levels of the business, with empathy and honesty that hold up under pressure

Considered and objective, with the confidence to constructively challenge established ways of working

Resilient and composed

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📌 IT Operations Manager (Waterloo)
🏢 seek.com.au
📍 Waterloo