Technology Operations Manager

HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast.

At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers.

HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB)

This role will see you develop and maintain systems, standards, processes and practices that promote operational excellence, ensure a high level of service availability and drive continuous improvement. Empower a team that implements and operates systems infrastructure (Cloud and On Premise), responds to alarms, incidents and service requests, and proactively monitors and manages system stability, capacity and performance.

As a member of the Management team, you will provide guidance, leadership and contribute to the development and execution of the Group Technology strategy. You will also get involved with supporting our clients by handling escalations, leading rapid recovery from incidents, and ensuring that systems and services exceed requirements, customer expectations and Service Level Agreements (SLAs).

**Responsibilities**:

- Direct the development and continuous improvement of an operational management framework, including systems, standards, processes and procedures, across a range of cloud and on-premise solutions.
- Manage the team’s operational capability and oversee the proactive management and continuous operation of cloud, network, data centre, and office infrastructure and systems.
- Develop, maintain and produce metrics, dashboards and reports, including service performance, budget performance, resource utilization, incident reviews, change schedules, asset allocations and project plans.
- Lead technical teams comprising Analysts, Administrators, Engineers and Consultants, including supervision of shift, after hours and on-call operations.
- Conduct regular service reviews, providing performance reports, trend analysis, expert insight and recommendations for operational improvements.
- Perform key ITIL/ITSM practices, including Incident, Change and Problem Management, and be a point of escalation for all contracted HUB24 technology issues, including out-of-hours events.
- Provide management of GTS staff, including resourcing, training, setting objectives, performance appraisals and career development.
- Demonstrate creative conceptual thinking and collaborate in the development and execution of strategic initiatives and commercial opportunities.
- Contribute to financial management, including resource utilisation forecasting, product development, and budget management.
- Develop and maintain key vendor relationships, assess products and pricing, negotiate services, and manage quality and performance.

**What you'll need**:

- Knowledge of leading a TechOps / IT Operational practice, in both Cloud and On-Premise environments.
- Proven ability to establish enterprise Systems Management frameworks and 24/7 Operations Centre (NOC, SOC or similar)
- Adept at conducting research into operational issues, best practices, models, and methodologies.
- Excellent analytical and problem solving skills.
- Extensive knowledge of project management practices (Agile/Waterfall).
- Solid working knowledge of current IT technologies, across a wide variety of technical disciplines.
- Knowledge of the latest industry trends and developments, including emerging technologies.
- General understanding of the Financial Services industry and industry-specific technologies.

We think creatively and we’re not constrained by traditional thinking or barriers to success. We’re led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change because, even though we’ve come such a long way together, we’re not done yet - we’re committed to empowering better financial futures for more Australians.

We know that when our people are engaged and happy, our customers feel the difference. We operate a hybrid workplace model across our offices with plenty of work from home flexibility: Tell us what you need to be successful. Come help us grow and evolve so we can empower better financial futures.