Manager - Integrated Operations (Iops) - Melbourne

6 months ago

Melbourne, Australia Innovior Full time

**Join one of the fastest growing digital transformation consultancies in Australia.**

**Who are Innovior**
Innovior is a leading boutique Digital Transformation consultancy. We began as a specialist in Intelligent Automation and quickly expanded our services to include Salesforce, ServiceNow, Anaplan, Data, and Managed Services. This strategic shift enabled us to offer our clients a comprehensive suite of bespoke solutions for their digital transformation initiatives.

Since our inception in 2016, our team has expanded to include 120 dedicated professionals based in Sydney, Melbourne, India, and the Philippines. Our expertise spans Management Consulting, Experience Design, Supply Chain Optimisation, Workforce Planning, and Data & AI. Leveraging innovative technologies, we help clients optimise their operations, enhance customer experiences, and maintain a competitive edge. Our client-centric approach, coupled with deep industry knowledge, allows us to deliver tailored solutions that drive meaningful outcomes and fuel success.

Join our passionate team and be part of our exciting growth journey at Innovior, and help us shape the future of digital transformation

**Your New Role**

The manager
**Manager, Integrated Operations (IOPS)** reports to the Head of Managed Services at Innovior and is an Integral member of the managed services leadership within the Engineering Management squad. IOPS Managers are accountable for day-to-day service operations, managing client case backlog, escalation management and ensuring Innovior service level commitments are met. This role ideally suits a person who is a service operation expert and is willing to take the next step in their career in contemporary managed services structure.

Objectives of this role:

- **Service Restoration -** Own the service operations function and work with the IOPS engineers and orchestration / SWAT engineers to restore services and minimize production impact, carry out communications and executive alerting (when required) and provide insights into operational gaps, Improvements required and root cause analysis reports to enable the customer success leads/ managers to drive service improvement plans and client governance.
- **Outcome focused and commitment to service Level objectives -** Ability to categorize / re-prioritize based on business urgency and Impact to focus on high priority Incidents, maintaining case backlog as per service level commitments thereby effectively managing workload across the IOPS engineers as well as the orchestration / SWAT swarm.
- **Perfective Maintenance -** Be accountable for proactive health checks performed by the IOPS teams and ensure we provide value to clients by showcasing perfective

maintenance action plans and not just focus on break-fix activities.
- **CSI Advocate -** Innovior's Managed Services teams believe in continuous transformation to drive client experience by leveraging ITIL4 practices combined with DevOps methods and enable customer-success metrics (including but not limited to SLA/SLOs, MTTR etc.), and constantly looking for operational improvements by adopting contemporary ways of working such as automation across reporting, insights, and general management etc.
- **Collaborator Extraordinaire -** Collaborate effectively with internal stakeholders as well as client ops leads for keeping the case backlog in control. Work alongside the global teams and leads to ensure continuity of services during major incidents and ensure handovers during shift change do not disrupt the service recovery plans. Communicating priorities with external vendors, client delivery and operations stakeholders to manage expectations during high priority incidents and be able to articulate the managed services success criteria across the functional and non-functional requirements during project delivery.

**Key skills to be successful at this role**:

- Demonstrated experience in managed services industry / service operations functions using ITILV3 or ITIL4 practices (ITILV3 or ITIL4© certification is a must)
- A good understanding of client satisfaction metrics, SLAs, OLAs including common DevOps methods of CI/CD automation, observability, data management and cyber resilience.
- Knowledge of operational readiness activities during service transition, solution health checks, dashboarding and overall ops maintenance.
- Knowledge of support tooling such as ITSM (ServiceNow or any equivalent), working with daily reports on KPIs/ SLAs, Monitoring tools (COTS monitoring products or Cloud based monitoring toolsets) and Integrated backups will be highly regarded.
- Knowledge / training in cloud computing, Salesforce, automation will be an added advantage.
- Passionate about managed services and ability to multi-task by demonstrating a professional attitude during high priority Issue resolution.
- A valid Australian work permit or Australian citizen.

**Why Join Us?**
- You'll be joining a friendly and collaborative team,

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