We're partnering with a growing Australian organisation looking to bring on an IT Operations Manager on a permanent basis.
A hands-on leadership role owning day to day IT operations across service desk, infrastructure, telephony and asset management, with real scope to build process and governance from the ground up.The environment is close to greenfield on the process side, so this suits someone comfortable working through ambiguity and building structure where little exists today.
The emphasis is on delivering through the internal team, the incoming MSP and external resources rather than taking it all on directly.The OpportunityOnboard the incoming MSP and use that engagement to lift ITIL maturity, alongside a broader uplift of internal processes and service management practiceIntegrate the newly implemented telephony platform across the wider systems landscape and build out the operational side around itRefresh the business applications footprint, retiring legacy systems, bedding in recently purchased platforms and building out a clearer service catalogueContribute to a live AI pilot and the broader AI strategy, including integrating Claude with business applications and AI embedded across telephony and other servicesLead the IT Operations function across service desk, infrastructure, telephony and asset managementEstablish operational rhythms including daily stand-ups, incident reviews and weekly performance trackingOwn the infrastructure environment across servers, networks, cloud services and endpoints, including monitoring, patching, backup and disaster recoveryOversee Level 1 and 2 service desk delivery and SLA compliance,



driving down ticket volume through self-service and automationOwn incident, problem and change management, including major incident response and root cause analysisManage vendor relationships across MSPs, telephony providers and hardware suppliers, holding them to contracted SLAsOwn IT asset lifecycle, procurement, licensing and the operational IT budgetWork with the cyber and technology risk team to embed security standards across operationsRecruit, lead and develop the team so operational delivery does not depend on any one personWhat We're Looking ForTrack record leading an IT operations function across service desk, infrastructure and end user technologyStrong process improvement mindset, with evidence of lifting operational maturity through documented process and governanceComfortable working in ambiguity and building structure where little existsExperience onboarding or managing MSPs and holding external providers to accountTechnical credibility across Microsoft 365, Azure, networking and infrastructure, enough to challenge and validate vendor workExperience with ITIL aligned incident, problem and change managementTrack record delivering through internal teams, vendors and contractors rather than defaulting to hands-on executionExposure to telephony and unified communications platforms and their integration with enterprise systemsPeople leadership experience including recruiting, developing and setting performance standardsClear communicator, credible with both technical teams and senior stakeholdersNice to HaveExperience in a regulated setting such as financial services, insurance, healthcare or governmentITIL certificationExposure to AI adoption or automation initiatives
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📌 It Operations Manager (Sydney)
🏢 Excolo
📍 Sydney