As the ICT Services Manager at City Beach, you are responsible for leading and managing the IT Service Team and overseeing the successful delivery of IT services within the business. You are responsible for City Beach’s service management capability, using data, technology and continuous improvement to deliver reliable, responsive and customer focused technology services.

Role Responsibilities

· Lead the IT Services Team by providing guidance and support and encouraging continuous improvement across all IT functions.

· End to end management of IT Services performance, service levels and customer experience.

· Manage IT incidents and outages, ensuring swift resolution and clear, timely communication to the business.

· Drive service measures and provide actionable reporting to the CIO on service performance, issue resolution, ticket ageing, repeat incidents and customer satisfaction.

· Analyse and interpret service data and customer insights to identify trends, reoccurring issues and opportunities for improvement.

· Engage with business leaders and stakeholders to understand requirements, build strong relationships, and drive initiatives that ensure IT services fully support City Beach’s objectives.

· Protect the integrity of City Beach’s technology infrastructure by implementing best practices in Business Continuity Planning, Infrastructure Redundancy, and Cyber Security.

· Establish and update internal procedures and policies to drive efficiency and consistency in IT services.

· Identify resourcing gaps and opportunities, ensuring the team operates seamlessly and effectively to meet business needs.

· Drive the delivery of agreed strategic goals within the technology department and actively contribute to strategy planning and review.

· Effectively manage all IT service functions in the absence of the CIO, demonstrating sound decision-making and leadership.

· Manage relationships with IT partners to drive performance standards inline with agreed service levels.

· Foster a motivated, collaborative,



and high-performing team culture, focusing on customer service, team development, mentoring, vendor relationships, and delivering genuinely people-focused service.

Experience Required

· Demonstrated leadership and management experience as an IT Services Manager or similar role within a large, complex environment with a track record of developing people, coaching leaders and building a high-performance culture.

· Solid track record in service performance management, including driving service levels and using data and customer insights to identify trends, priorities and opportunities for improvement.

· Demonstrated experience in the successful evaluation, development, implementation, integration and alignment of technology systems, processes, and tools.

· Strong interpersonal and communication skills, with the ability to engage effectively across all levels of the business and align technology solutions with strategic goals.

· Hands-on experience with system installation, configuration, and analysis, and an understanding of networks and cloud computing.

· Knowledge of data protection operations, compliance and legislation.

· Ability to manage multiple projects and conflicting timelines.

· Solutions-focused mindset with excellent written and verbal communication skills.

· Tertiary qualification in Computer Science, IT, or a related field.

The benefits:

- Social work drinks & pool competitions every Friday from 4pm.

- Weekly or fortnightly birthday and work anniversary celebrations and shared lunches.

- Prezzee Gift Cards for major milestones and yearly anniversary certificates.

- Enjoy a 40% team member discount for you, your friends and family to access.

- We have partnered with industry leaders to bring our team members discounts on products and memberships to keep you healthy on all fronts, including:

- Access to a free Employee Assistance Program.

- Discounts on Studio Pilates Class Passes.

- Complimentary consultations with Westpac.

- 7% discount on Medibank private health insurance.

- Up to 15% off at Strike Bowling & Holey Moley.

📌 ICT Service Manager (Brisbane)
🏢 City Beach
📍 Brisbane