Manager of Technology Services Delivery

No matter who you are, Pax8 is a place you can call home. We are growing globally, and are now expanding across Australia, New Zealand and Asia.

Culture is important to us, and at Pax8, it's business, and it **IS** personal. We are passionate, creative, and humorously offbeat. We work hard, keep it fun, and expect the best.

We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.

**Position Summary**:
The Manager of Technology Services Delivery leads a tactical team of engineers which deliver the functionality, availability, security and continuity of technical systems aligned to a respective customer cohort (Business Unit, BU). This role is focused on building an effective, highly performing team which shares in the success and challenges of their BU. The goal of the team is to provide maximum value from technology solutions while assuring the best customer experience.

This position is based in Brisbane, Queensland.

**Essential Responsibilities (includes, but not limited to)**:

- **Team Development and Support**:

- Perform full range of managerial duties for employees, including recruitment, compensation planning, performance reviews, and 1:1's; fostering a collaborative and results-oriented work culture. Supporting the professional growth and well-being of team members is important for maintaining morale and productivity and it's the Manager's primary responsibility. This includes providing mentorship, resolving conflicts, and facilitating training opportunities to enhance skills and capabilities.
- **Team **Performance** - It is critical to our success that we recognise the value of our team's commitment and contribution. The Manager will leverage Key Performance Indicators (KPIs), customer survey feedback, and other metrics to build an effective, highly performing team.
- **Continuous Improvement** **- Change is driven by the team. The Manager will lead appropriate ceremonies for the team to surface opportunities for improvement. The Manager's role is to remove barriers/blockers, support the reduction of toil and 'tech debt'. They will coordinate the support and improvement related to audit requests and findings, and continuously seek opportunities to improve team and individual performance.
- **Quality Assurance** - Ensuring the quality of deliverables is a key responsibility. The Manager will work closely with the Services Operations Director and IT Service Delivery Director to ensure our teams are meeting our service level objectives. They will maintain a robust reporting mechanism to track IT performance metrics, ticket resolution, and customer feedback, create regular reports and dashboards for senior management, including asset cataloguing, tracking, deployment, and inventory management, and provide insights into IT operations and identify opportunities for process optimisation leveraging data-driven insights.

**Ideal Skills and Experience**:

- Substantial technical experience and demonstrated people leadership skills.
- Strong critical thinking and decision-making skills.
- Experience using the Atlassian suite and its reporting functionalities.
- Strong written and verbal communication skills are essential.
- Must be comfortable with face-to -face customer interaction and possess the ability to explain technical topics to a non-technical audience.
- Ability to adapt to change and update processes/procedures to accommodate.
- Ability to gain the confidence and trust of others through honesty, integrity, and authenticity.
- Ability to plan and prioritise work to meet commitments aligned with organisational goals.

**Why join Pax8?**

Well here are a few points of how we value our greatest assets:

- At Pax8, we want to support you in both work and play. Sometimes there isn't enough time for the latter, which is why Pax8 offers an additional 2 weeks of bonus leave every year AND YES, the 2 weeks are available from your first day
- In addition to the above, we offer all our employees Private Health Insurance. Beneficial for when life happens, and also for tax time too
- Unlimited growth through our learning & development (L&D) programs in an environment that fosters internal promotions, helping you gain the necessary skills to reach the next step in your professional journey
- Connecting with our community is important - which is why we have our donation matching program, DEI-B events, and our employee resource groups to ensure everyone feels at home at Pax8.

**About Us**:
Pax8 is the leading value-added cloud-based SaaS marketplace, simplifying the cloud journey for our partners by integrating technology, business intelligence and proactive service to deliver an unparalleled experience. Serving thousands of partners through the indirect sales channel, our mission is to be the world's favourite place to buy cloud products.

**Equal Opportunities**

Pax8 is an equal opportunities employer and welcome individuals who are in possession of the appropriate re