ICT Operations Manager

3 weeks ago

Brisbane, Queensland, Australia Mura Connect Pty Ltd Full time

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About the Company
Operating in the Aged Care and Health care industry this organisation provide a full range of health care services including at home care, aged care, retirement villages and dementia care etc.

About the Role
To ensure the smooth and efficient operation of the organisation's ICT infrastructure and services. This role is pivotal in overseeing IT system maintenance, managing outsourced partners, and ensuring prompt and effective service delivery. The ICT Operations Manager is responsible for maintaining high service quality, minimising system downtime, and supporting the organisation's business objectives through efficient IT management and service delivery.

Responsibilities:

  • Champion high standards of customer service for both internal and external stakeholders.
  • Collaborate with senior management to align ICT initiatives with broader operational goals.
  • Act as a key contributor to the delivery of ITIL-aligned service management processes.
  • Deliver high-quality technical support and contribute specialist knowledge to assigned tasks.
  • Oversee the day-to-day operations of the IT department, ensuring availability, functionality, security, and backup integrity across all IT systems.
  • Manage ICT vendor relationships, contracts, and enforce service level agreements (SLAs).
  • Identify, assess, and manage ICT-related operational risks.
  • Contribute to the development and maintenance of department policies, procedures, and documentation.
  • Ensure compliance with internal departmental and broader organisational policies.
  • Support business continuity and disaster recovery efforts for all IT systems.
  • Foster effective collaboration within the IT team and across departments.
Skills and experience:
  • Demonstrated experience in delivering a high level of customer service
  • Proven ability to identify, assess, and resolve client issues in a timely, and customer-focused manner.
  • Experience working in an ITIL aligned / highly compliance driven environment
  • ITIL Practitioner certified.
  • Experience working within multi-disciplinary ICT teams to ensure successful service delivery.
  • Demonstrated leadership capability, with the ability to inspire, manage, and develop a high-performing IT team.
  • Experience in an IT outsourced / MSP model highly desirable.
  • Experience in managing third-party IT vendors, contracts, and ensuring compliance with service level agreements (SLAs).
  • Ability to develop, implement, and enforce IT policies, procedures, and processes - ITIL
  • Strong incident management skills, including leading response efforts and continuous improvement
  • Track record of ensuring IT service delivery meets or exceeds established SLA benchmarks.
This is an exciting role where you can use your skills, knowledge and personal attributes to really make difference. You will be well rewarded with a very competitive salary whilst working in an industry where you will be supporting the wider community as well.

For more information call Paul Thomson on 0415 176 085 or send your resume to [emailprotected]How do your skills match this job?Sign in and update your profile to get insights.

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