Senior Technical Operations Manager

3 days ago

Melbourne, Victoria, Australia beBeeEucmanager Full time $120,000 - $140,000
Job Description

The EUC Team is responsible for delivering high-quality technical support and service management for end-user computing devices and applications. This role ensures the reliable operation and availability of IT services for a diverse network of over 500 stores, warehouses, and offices.

As a key member of the team, you will oversee day-to-day operations, drive service improvements, manage escalations, and lead a team of skilled technicians to deliver an exceptional support experience across the business. Your leadership will be key to ensuring high service standards, operational efficiency, and alignment with broader IT and business goals.

  • Act as the primary escalation point for critical EUC issues, ensuring incidents and vendor/customer queries are resolved within SLA timeframes.
  • Lead and oversee incident, request, problem, and change management processes to minimise service disruptions and improve first-time resolution rates.
Operational Process & Documentation

Design, streamline, and maintain operational workflows, SOPs, and team documentation to drive efficiency and ensure up-to-date knowledge sharing.

  • Regularly review and update knowledge bases to support consistent service delivery.
Systems Monitoring & Performance Reporting

Manage proactive health monitoring and automation tools to minimise downtime and ensure high availability of EUC systems.

  • Deliver monthly reports highlighting performance metrics, SLA compliance, trends, and customer satisfaction insights.
Service Delivery & Continuous Improvement

Identify and implement continuous improvement initiatives to enhance the quality and efficiency of EUC services.

  • Support the integration of new services, systems, and acquired businesses into the EUC environment.
Technical & Operational Leadership

Maintain expert-level knowledge of EUC systems, including Windows, iOS, hardware, and peripheral ecosystems.

  • Oversee hardware lifecycle management and ensure accurate tracking via the CMDB.
  • Lead the rollout and integration of new technologies, including software and hardware solutions.
  • Ensure alignment with compliance standards and global security protocols, including patching, SOX, and license management.
  • Monitor EUC systems and ensure seamless integration during business acquisitions and transitions.
Collaboration & Stakeholder Management

Build strong relationships with internal IT, business stakeholders, vendors, and service providers to align EUC support with strategic needs.

  • Collaborate with project managers and global IT teams to ensure consistent processes, tools, and service standards.
Governance & Strategic Oversight

Lead governance activities including SOX compliance, Change Advisory Board engagement, and risk mitigation planning.

  • Define and communicate strategic EUC direction, aligned with emerging technologies and evolving business needs.

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