IT Operations Manager

**Brennan. Where true performance thrives.**
At Brennan, we believe that _how_ technology is delivered is every bit as important as _what_ the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.
It’s a claim backed by our **True Performance System** - a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.

**Why join Brennan**
True performance for our customers starts with a true belief in our people.
It’s why we’ve structured our business to help our teams, and their talents, shine bright. It's why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.

**True rewards**
In addition to competitive remuneration, Brennan offers extensive benefits, including:

- Training and certification bonuses
- Culture Awards that recognise excellence
- Brennan Daredevils - our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
- Vibrant, fun social activities
- Discounted hardware and software
- An environment that embraces learning and development

**The Role**

Experience in a systems integrator or MSP environment is highly desirable. This is an exciting opportunity to play a pivotal role in shaping the client experience and driving operational excellence.

**Your responsibilities include but are not limited to**:

- Manage the respective delivery teams providing the 24x7 support to our customers aligned to the KPIs that you will set.
- Performance management of staff both directly and indirectly
- Reporting on performance KPIs and post Incident reviews
- Participating and hosting customer delivery management meetings
- Participate in the Major Incident Management process
- Manage the delivery of works outside of normal support scope
- Represent the Brennan Service Lines onsite and in front of the customer, while understanding the customers business and goals
- Ensure adequate coverage, rostering and technical skills for the delivery teams, both onshore and offshore. These teams are both direct reports and indirect.

**What skills you will bring to the team**:

- Strong working knowledge of ITSM service delivery concepts
- You will need to be a strong people leader, developing, coaching and supporting your team along their career journey; Create an inspiring vision that people want to be a part of; Generate a 'can do' approach within our teams.
- As the leader of a group of highly technical staff, the role also requires a reasonable degree of technical skill across a broad range of areas in IT infrastructure such that you can provide a technical sounding board as required
- Consistently demonstrates thinking outside the box to achieve outcomes and maximise effectiveness, regularly holds strategic engagement sessions with internal staff & customers via workshops and strategic IT roadmaps, regular utilisation of resources to foster creative ideas and a differentiated approach where warranted.
- Consistently handles customer push back, complaints and other issues in a professional, empathetic and constructive manner, questioning & listening.
- Is highly effective in the skills of questioning and listening to really understand the customers' situation and needs, communicating value
- Displays high levels of expertise in developing and presenting the company's products, services and solutions in a manner that is clearly differentiated from the competition. Negotiation skills and conflict dispute skills are important.
- You will need to be able to build strong relationships with customer stakeholders and internal stakeholders.

**NOTE**:As part of our hiring process, you will be required to undertake a National Criminal History Check.

**Brennan**is an equal opportunity employer.