Based on-site in Perth, WA - The Manager, IT Service Operations owns end-to-end delivery of our managed services across all client support channels. You will lead the service desk, field support and software asset management functions, and make sure our client receives consistent, secure service that meets agreed service levels and ITIL good practice.

The role also coordinates external vendors and cloud service providers, monitors their performance, manages the associated risk, and drives a culture of service excellence, operational accountability and continuous improvement across our client's organisation.

Key responsibilities

Service delivery and governance

1.1 Defines governance requirements for service operations, ensuring roles, responsibilities, performance measures and escalation paths are clear and maintained.

1.2 Leads service reviews with clients and internal teams, balancing service benefits, risks, costs and value in operational decisions.

1.3 Develops, manages and promotes consistent use of ITIL-aligned processes across incident, request, change and problem management.

1.4 Drives assurance and continual improvement of change, release and transition processes with technical leads, protecting operational readiness and minimising disruption to clients.

Service management

2.1 Plans and implements tools, procedures and practices for monitoring, measuring and improving the performance and availability of managed services, including our RMM, PSA and security tooling.

2.2 Keeps operational procedures, runbooks and documentation current,



well maintained and aligned with good practice and the Essential Eight.

2.3 Oversees incident, request and problem workflows so issues are logged, tracked, escalated and resolved within SLA, with accurate reporting to clients and leadership.

2.4 Identifies opportunities to improve and automate service delivery, including the use of AI, to raise responsiveness and client experience.

2.5 Provides visible leadership of the service desk and field support teams, fostering a high-performance culture and clear ownership of service quality.

Vendor and partner management

3.1 Maintains effective operational relationships with key vendors, distributors and cloud service providers in support of agreed client service levels.

3.2 Monitors vendor and partner performance, manages associated risks, and negotiates and resolves contractual and service issues.

3.3 Oversees software asset management and licensing for client environments, working with our distribution and partner channels.

Client and stakeholder engagement

4.1 Builds productive working relationships with clients, internal teams and service partners so IT services meet evolving needs.





4.2 Acts as the central point of contact for escalated service issues and coordinates timely responses across internal teams and partners.

4.3 Negotiates service expectations and delivery commitments with clients, and ensures they are clearly communicated and documented.

4.4 Strengthens client confidence through transparent communication and regular performance reporting.

4.5 Engages with senior client stakeholders during change, projects or disruption to manage expectations and maintain required service levels.

Corporate responsibilities

Acts with accountability, qualified integrity and respect, consistent with our values and code of conduct.

Takes reasonable care for your own health and safety and that of others

Protects client and company information in line with client's security, privacy and Essential Eight obligations.

Undertakes other duties as reasonably required.

Everyone is expected to lead by example. This role carries responsibility for leading others and for developing the capability of the service operations team.

Selection criteria

1. Demonstrated knowledge of industry best practice, with experience applying it to IT service management and delivery, continuous improvement, risk and security assurance, and digital compliance (ITIL certification desirable).

2. Substantial experience in implementing, managing and mitigating risks associated with vendor agreements, and skills in negotiating and resolving contractual issues.

3. Demonstrated ability to lead a team, build capabili

📌 IT Service Operations Manager (Australia)
🏢 Recognized
📍 Australia