Job Title: Operations Manager
We are seeking an experienced Operations Manager to join our team. The successful candidate will be responsible for overseeing the execution of managed services across major accounts, driving proactive incident and problem management, and coordinating remediation programs and infrastructure transitions.
Key Responsibilities:
* Operational Leadership - Oversee the execution of managed services across major accounts, ensuring continuity of leadership and proactive service delivery.
* Problem Management - Drive proactive incident and problem management, leveraging dashboards and automation tools (e.g., SNOW, Zeus, MNS monitoring tools) for efficiency.
* Remediation Programs - Coordinate remediation programs and infrastructure transitions, ensuring seamless execution.
People and Performance Management:
* Leadership and Mentorship - Lead and mentor team leaders and senior engineers, ensuring alignment with performance frameworks and values.
* Performance Reviews - Support interim and end-of-year performance reviews, goal setting, and team recognition initiatives.
* Team Dynamics - Act as escalation point for team dynamics, resourcing gaps, and leadership transitions.
Client Engagement and Governance:
* Client Representation - Represent the General Manager in client meetings, workshops, and governance forums.
* Service Delivery - Ensure service delivery aligns with contractual obligations and customer expectations.
* Bid Responses - Support bid responses, pricing reviews, and contract transitions.
Strategic Projects and Transformation:
* Initiative Support - Support initiatives such as ITSM tools transition, network service reviews, and automation uplift.
* Business Cases - Lead or support business cases for new roles (e.g., Reporting Analyst), tools, or process improvements.
* Cross-Functional Collaboration - Collaborate with cross-functional teams on strategic planning and delivery.
This is a unique opportunity to join a dynamic and agile organization, working at the forefront of technology to help Australia and New Zealand's largest enterprise organizations explore possibilities and solve their greatest challenges.
Required Skills and Qualifications:
* Proven leadership experience in a complex, multi-client network operations environment.
* Extensive experience in a technical leadership position supporting outsourced Network operations within a complex enterprise-wide environment.
* Strong understanding of managed services, ITIL practices, and enterprise tooling.
* Experience with outsourcing environments with excellent stakeholder management and communication skills.
* Experience with performance management, team development, and operational governance.
* Ability to manage ambiguity, drive change, and deliver under pressure.
* Deep understanding of network infrastructure including routing, switching, firewalls, load balancers, and WAN optimization.
* Proficiency with enterprise tooling and automation platforms.
* Experience with network transformation projects, including migrations, EOL hardware transitions, and infrastructure remediation.
Benefits:
* A competitive salary package.
* Ongoing training and development opportunities.
* A collaborative and dynamic work environment.
* The opportunity to work with a leading organization in the industry.
This role requires a strong commercial acumen and ability to understand billable service models. If you have a proven track record of success in a similar role and are passionate about delivering exceptional results, we encourage you to apply.