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Cloudwize is a leading, forward-thinking IT Managed Services Provider (MSP) based in Tamworth, NSW. We partner with businesses across the New England, Mid North Coast, Hunter, and Central West regions to deliver reliable IT solutions backed by exceptional support.
Our mission is simple: to solve real business problems and help organisations succeed through technology that drives real results.
About the Role
We’re looking for a proven IT Operations Leader with deep technical expertise and a strong track record in delivering high-quality service. You’ll bring extensive experience across IT support, service delivery, and project execution - with the capability to lead a team, engage confidently with clients, and uphold strong operational standards.
Reporting directly to the CEO, the Head of Operations is responsible for overseeing day-to-day service delivery, managing the operations team, ensuring client satisfaction, and driving continuous improvement. The role demands a combination of technical oversight, people leadership, client engagement, and process accountability - ensuring Cloudwize consistently delivers on its promise to keep clients secure, connected, and productive.
Key Responsibilities
Lead the operations team to ensure high-quality service, clear accountability, and a strong team culture.
Oversee daily service operations - including support workflows, technician coordination, and project delivery.
Manage key client relationships -leading planning sessions, QBRs, and ongoing service alignment to ensure trust and long-term value.
Improve processes and performance through data insights, team feedback, and continuous improvement initiatives.
Collaborate across departments to align service delivery with sales, technical leadership, and broader business strategy.
What We're Looking For
We’re looking for an experienced operations leader with a strong technical background and a practical, team-focused approach. You’ll bring confidence, structure, and a calm head to day-to-day operations, along with a genuine focus on delivering great outcomes for clients and the team.
The ideal candidate will have:
Proven IT Operations Experience - Strong background in service delivery and support, ideally in an MSP, with experience leading technical teams.
Technical Confidence - Hands-on knowledge across IT infrastructure and support, including Level 3 issues and escalations. Ability to develop client strategic plans and solution designs.
Client Engagement Skills - Comfortable in planning sessions, resolving issues, and building trusted client relationships.
Team Leadership - Able to set expectations, support growth, and drive performance across a technical team.
Process & Delivery Focus - Practical, organised, and always looking for smarter ways to improve how things get done.
Nice to have
Leadership or mentoring experience (formal or informal)
Bachelor’s degree in information technology, computer science, or a related field
Why Join Us
At Cloudwize, we’re building more than just an IT business - we’re creating a place where you can be yourself, feel valued, and do meaningful work. We believe culture matters just as much as capability, and that real success happens when people are heard, trusted, and supported. You’ll be part of a team that cares about each other, our clients, and our region. We understand life doesn’t stop when the workday ends, and we support flexibility so you can thrive both at work and at home. As part of the Lyra Group, there’s room to grow, connect, and make a real impact - locally and beyond.
Details
Based at HQ Tamworth, NSW – Open to Hybrid role
Competitive salary package – tailored to experience and performance outcomes
Re location package will be considered
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Your application will include the following questions:
* Which of the following statements best describes your right to work in Australia?
* How many years' experience do you have as a Head of Operations?
* Do you have experience in a role which requires relationship management experience?
* How many years of people management experience do you have?
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