IT Service Operations Manager

3 weeks ago

Perth, Western Australia ABN Group Full time

About Us

ABN Group has been a leader in the building, property, and finance industries for over 45 years, helping thousands of Australians turn the dream of home ownership into reality. We've delivered over 90,000 homes across Western Australia and Victoria — from first homes to luxury builds — earning the trust of our community along the way.

At the heart of this work is our Technology Services team — the enablers who ensure ABN Group's digital foundations are strong, reliable, and responsive. As a key interface across the business, the team partners closely with stakeholders to deliver seamless IT services and support that empower teams, enhance user experience, and drive operational excellence.

The Role

Reporting to the GM – Technology Services, you will lead our Level 1 and 2 IT support functions, ensuring high-quality, efficient service delivery across the organisation. This role is responsible for leading service desk and desktop support teams, improving operational processes, and building a customer-focused culture.

This role can be based in our Melbourne or Perth office.

Key responsibilities include:

  • Managing day-to-day operations of the IT service desk and desktop support teams
  • Monitoring service levels, handling escalations, and ensuring prompt incident resolution
  • Leading performance reporting and identifying continuous improvement opportunities
  • Delivering training and coaching to both users and support staff
  • Ensuring compliance with IT policies, security standards, and data privacy protocols
  • Working closely with external vendors and internal IT teams for seamless support
  • Building and leading a high-performing team through mentoring, performance reviews, and role modelling ABN Group's core values

About You

You're an experienced IT leader with a strong background in service operations, a passion for user experience, and the ability to lead, align, and continuously improve. Positive, adaptable, and approachable, you bring energy and clarity to your work and inspire those around you to do the same.

You'll bring:

  • Demonstrated experience managing IT service operations within complex environments
  • A proactive, self-starting mindset — you're hands-on, solutions-focused, and always looking for ways to improve
  • Tertiary qualifications in a relevant field and ITIL or similar certification
  • A collaborative leadership style and a commitment to building inclusive, motivated, and customer-focused teams
  • Strong technical knowledge across Windows 10/11, Active Directory and ServiceNow
  • Exceptional interpersonal and communication skills, with the ability to engage and influence stakeholders at all levels

Why Join ABN Group?

We're not just offering a job; we're inviting you to be part of a community that values innovation, passion, and excellence. Our employee benefits include:

  • In-House Discounts: Exclusive discounts to enjoy
  • Flexibility: Work arrangements tailored to support your work-life balance
  • Career Growth: Opportunities to elevate your career within a thriving organization
  • Wellness Focus: Dedicated programs to nurture your well-being
  • Health Coverage: Access discounted private health insurance
  • Parental Leave: Paid leave for both primary and non-primary carers

What's Next?

Apply now if you're ready to take on your next IT leadership role in your career and make a genuine impact.

Please note we are internally sourcing this role and not engaging with recruitment agencies.


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