IT Operations Manager

**The smart, career focused and determined people who work for NRI flourish in a culture that empowers them to achieve customer outcomes and gives them a sense of ownership for the development of the company as a whole. Together we form a highly motivated, customer-focused workforce.** Are you a seasoned Operations Manager ready to take charge and ensure seamless service delivery to our valued clients? NRI Australia is seeking a dynamic and experienced professional to join our team. This role involves overseeing day-to-day operations, collaborating with clients, and driving continuous improvement initiatives. **Responsibilities**: - Serve as the primary link between NRI and the client, ensuring consistent service delivery. - Directly engage with clients in comparable roles to build strong relationships and understand their needs. - Oversee all Business As Usual (BAU) team activities and conduct final reviews of projects transitioning into support. - Coordinate and allocate resources efficiently, working closely with Technical Team Leaders to ensure optimal coverage. - Drive service improvement programs in collaboration with Service Delivery Managers (SDMs). - Manage and escalate issues and incidents, ensuring timely resolution within NRI. - Identify and assess risks, collaborating with SDMs to develop and implement mitigation strategies. - Draft Post Incident Reports for incidents and issues, adhering to agreed-upon SLAs. - Maintain a physical presence at the client site in Brisbane North Side, with 2-3 days per week onsite. **Qualifications and Skills**: - Proven experience as an Operations Manager, preferably in IT services or a related industry. - Strong interpersonal and communication skills to effectively engage with clients and internal teams. - Experience in coordinating resources and managing day-to-day operational activities. - Ability to drive service improvement initiatives and implement best practices. - Excellent problem-solving and decision-making capabilities. - Knowledge of incident management and risk mitigation processes. - Flexibility to work from home and travel to the client site in Brisbane North Side. **WHO ARE WE"?** **Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward - so that you’re always ahead of tomorrow.** **We’re that partner for countless businesses. Designing, implementing, and managing digital solutions that are as personalised as they are progressive. That open the doors to greater digital success - across business, government and beyond.** **We deliver everything from business strategy and consulting through to infrastructure and managed IT services. We’re backed by a global reach that makes us a truly game-changing alternative in the digital services space - with local decision-making and authority. And we’re** **powered not just by technology, but by passionate people who who are fearlessly committed to getting it right for our customers.** **Transformative digital solutions take the right team, making the right moves at the right time.** **You’ve found yours with NRI** **WHAT’S IN IT FOR YOU?** In exchange for your exceptional technical skills, customer focused performance & out of the box thinking you’ll be rewarded with a career changing experience only consulting can provide. - Unwavering focus on professional development - Diverse & challenging project work - Paid certifications - Flexibility to juggle what’s important to you with work - Committed health & wellbeing plan - Competitive salary packages - Corporate partnerships **DIVERSITY & INCLUSION** We value our collaborative culture and work together to support a variety of community organisations and social issues.