Technology Operations Manager
4 days ago
A national consulting and services business specialising in technology solutions for education, aged care, healthcare, and not-for-profit sectors is looking for an experienced Technology Operations Manager.
This key member of our operations team will play a crucial role in ensuring the successful delivery of high-quality IT services to our clients.
About the Role
The Technology Operations Manager will oversee the delivery of services to clients and maintain high performance levels. This role requires working closely with our customers to understand their needs and develop effective solutions that meet their expectations.
Your Responsibilities
- Develop and implement strategies to position the customer services team as a trusted advisor to our clients.
- Ensure the successful delivery of high-quality IT services to our clients by overseeing the delivery of services and maintaining high performance levels.
- Lead the implementation of changes and ensure alignment with best practices and drive continuous improvement and efficiency gains through automation and similar tools.
- Manage service-level agreements (SLAs) to ensure adherence and resolve service delivery issues, conducting root cause analysis and implementing corrective actions.
- Prepare and present regular service reports and project updates for clients and internal stakeholders that track service performance, identify trends, and inform strategic decision-making.
- Leverage new tools and technologies to enhance service desk operations, including ticket management systems.
- Identify opportunities to optimise costs and improve efficiency.
- Ensure new clients are smoothly onboarded, with clear communication and effective transition of services. Set expectations and establish a strong foundation for ongoing service delivery.
- Implement and facilitate regular best practice sharing sessions, workshops, and training courses with reference to service delivery.
Requirements
- Strong communication and interpersonal skills.
- Familiarity with service delivery methodologies (e.g., ITIL).
- Strong understanding of IT infrastructure, including networking, servers, desktops, and cloud technologies.
- Proven track record in technical service delivery (IT Infrastructure), project management, or a similar customer-facing role (5+ years).
- Experience in the education sector is a plus.
About Us
ClearCompany values innovation, agility, and collaboration. Our company culture encourages continuous learning and professional growth. We offer a range of benefits to support the well-being of our employees, including EAP assistance, Birthday Leave, novated leasing, salary sacrifice, employee discounts on health and fitness products, electronic items, movie tickets, and more.
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