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National IT Operations Manager

2 weeks ago

Newcastle, New South Wales, Australia First Focus IT Full time

**Job Description:**

We're seeking an experienced and people-focused Service Delivery Manager to lead one of our high-performing national teams of support technicians. This role combines service excellence, team leadership, and operational oversight, ensuring seamless service delivery aligned with client needs.

You'll work closely with internal teams such as Dispatch, Projects, and Client Services to manage day-to-day operations, drive continuous improvement, and foster a strong team culture. The perfect candidate will be technically literate, capable of leading a small but national support team, and providing IT services to our largest clients nationally.

Responsibilities and Requirements:

  • Develop and implement strategies to improve service quality, efficiency, and customer satisfaction
  • Work closely with internal teams to ensure seamless service delivery and alignment with client needs
  • Foster a strong team culture, support technician development, and lead by example
  • Demonstrated experience delivering service management in an MSP, MSSP, or IT integrator environment
  • Strong leadership skills, with a proven track record managing support or infrastructure teams
  • Deep understanding of ITIL-based service delivery and a passion for structured, high-quality client service

Benefits Package:

  • Competitive salary package
  • All employees have free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counsellors
  • First Focus understands the importance of flexibility for a satisfying work-life balance and activity work to ensure our team have a life outside of work
  • Opportunities for personal and professional development with our FastTrack mentoring program
  • Option of a Tesla company car as part of your ongoing employment package (conditions apply)
  • Regular social events and a great team culture