Manager Infrastructure Services

Be part of a high performing Cloud & Infrastructure practice
- Strategic role driving large teams in complex environment
- Long term development in a growing organisation

**About us**

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services ANZ helps organisations optimise, automate and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.

We are trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead.

**About the Role**

This role is integral to the success of the well-established and growing Cloud & Infrastructure practice, ensuring our portfolio of technology and services are delivered and maintained to a high standard. As the Manager - Infrastructure Services & Operations, you will be a critical member of a high performing Cloud & Infrastructure practice that manages and operates Cloud & Infrastructure service offerings. This is a Sydney based hybrid role reporting directly to the Head of Cloud & Infrastructure Services

**Main Duties**
- Ensure the Infrastructure Operations teams are delivering to and exceeding customer and business expectations, to establish a shared view of the services and target delivery excellence across the services provided to our customers.
- Lead regular reviews with the Infrastructure Operations leads (direct reports) to ensure the collective services continue to meet and exceed our customers’ needs and expectations.
- Monitor, report and analyse our overall operational performance to identify improvement opportunities, optimise the operations and highlight the value of our services whilst driving continual improvement.
- Collaborate with our Account Management and Service Delivery teams throughout the organisation to ensure they can grow the customers trust and dependency across the services we deliver.
- Work closely with the Technical Services Manager to ensure operational excellence by managing elements such as ticket jeopardy, PIR delivery, risk & service level reporting, queue/ticket management and service deliverables.
- Maintain, nurture and build the relationships and culture within the Cloud & Infrastructure practice, whilst driving a mindset of service excellence and technical outcome focused objectives.
- Represent the Infrastructure Operations team within our internal organisation, demonstrating and showcasing the performance of delivered services to key stakeholders including the ELT, Senior Managers, Sales and Service Delivery functions.
- Oversee and understand the commercial operations of the practice to ensure product performance against operating budgets, targets, financial KPI’s, cost control and revenue generating services.

**About You**
- Tertiary qualifications or equivalent experience
- 10+ years IT industry experience managing complex Service Management outcomes
- ITIL Certification
- 5+ years’ experience in a multi-customer outsourced environment providing services such as Infrastructure Management and Cloud Services.
- Experience in managing a team of technical leaders and engineers is highly advantageous
- Previous history of technical certifications will be highly advantageous in demonstrating a rich history across technology disciplines.

In return we offer a supportive team environment where collaboration and support from your leaders and peers is the norm. We’ll invest in your development and long-term future and we can promise you a variety and enough challenge to keep things interesting across the wide variety of customer we support. When you join Canon Business Services ANZ, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success.

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.