Practice Manager

3 weeks ago

Newcastle, Australia Hamilton Barnes Associates Limited Full time

Are you looking for an exciting new opportunity? Join a company with over two decades of experience in solving IT challenges for businesses of all sizes, from small startups to large organizations, local government bodies, and corporations. Specializing in aligning technology to solve critical business problems, the team brings fresh perspectives and applies unique business mapping methodologies to deliver tangible outcomes. Focused on delivering measurable and substantial outcomes, the company designs and implements high-end IT systems, creating technology roadmaps that meet both current and future business needs.

The company is currently seeking for a skilled Practice Manager to join the growing team If you would like to learn more about this opportunity, feel free to reach out and apply today

Key Responsibilities

- Lead, mentor, and manage a team of IT professionals, including engineers, project managers, and support staff.
- Foster a culture of collaboration, accountability, and continuous improvement.
- Conduct performance reviews, set objectives, and provide ongoing training and development.
- Ensure all IT services are delivered efficiently, meeting or exceeding SLA targets.
- Oversee the escalation process for critical incidents and client concerns.
- Monitor and optimize resource allocation to ensure project and support ticket deadlines are met.
- Act as a point of escalation for key clients, ensuring satisfaction and building long-term relationships.
- Collaborate with account management teams to understand client needs and align services accordingly.
- Participate in client reviews to provide insights on service performance and areas for improvement.
- Identify opportunities to expand service offerings and improve profitability.
- Support sales and business development teams with technical expertise during client proposals and onboarding.
- Develop and implement best practices, frameworks, and methodologies for service delivery.
- Manage the practice’s budget, ensuring cost efficiency and profitability.
- Report on KPIs, operational performance, and financial metrics to senior management.
- Align service delivery goals with the company’s overall strategy.

Required Skills/Qualifications

- Proven experience in managing technical teams, preferably within an MSP or IT services environment.
- Strong knowledge of IT infrastructure, networking, cloud services, and cybersecurity.
- Excellent organizational, leadership, and people management skills.
- Experience with ITIL processes and service management tools.
- Exceptional communication skills, with the ability to manage client relationships and influence stakeholders at all levels.

Desirable Skills/Qualifications

- Relevant certifications (e.g., ITIL, PMP, PRINCE2, or technical certifications such as Microsoft, Cisco, AWS).
- Experience in developing and scaling IT practices or service lines.
- Financial acumen, including budget management and cost optimization.

Salary

- $150,000

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