Operations Manager

What you'll be doing

This critical hands-on operational role I responsible for the day-to-day execution and performance of Atturra's support teams, ensuring available 24x7 operations, efficient response and resolution of customer support needs, and the effective addressing of incidents and problems as they transfer between resolver groups and the service desk.

The position is critical for implementing the Follow-the-Sun model, maintaining SLA adherence, and ensuring seamless escalation and handover procedures with the other support teams.

The Operations Manager works directly with service desk, NOC, SOC, and offshore teams, while working closely with service delivery management and extended engineering teams.

Key Responsibilities:

Daily Operations Management

•    Oversee daily operations of teams across multiple locations (Brisbane, Perth, Melbourne, Sydney, Newcastle, Canberra, Wellington, Auckland & Offshore locations).

•    Manage shift planning and scheduling to support 24x7 operations, ensuring continuous coverage.

•    Monitoring ticket volume, resolution times, Quality of Service and service level agreements (SLAs). 

•    Maintain a robust ticketing system, ensuring accurate issue tracking and escalation procedures. 

•    Analyze performance metrics to identify trends, areas for improvement, and implement necessary adjustments. 

Continuous Improvement & Performance Management

•    Continuously review and refine service desk processes, including knowledge base management, documentation, and incident management workflows. 

•    Identify opportunities for automation and streamline repetitive tasks. 

•    Track and maintain a continuous improvement register, assigning actions and owners across external and internal teams.

•    Generate reports on key performance indicators (KPIs) to track service operations effectiveness and identify areas for improvement. 

•    Proactively communicate performance insights to stakeholders

Team Leadership:  

•    Lead and manage a team of people leaders, providing coaching, mentoring, and performance evaluations. 

•    Foster a positive team culture focused on customer service excellence. 

•    Lead regular Service Level review processes, ensuring alignment with organisation objectives.

•    Lead the ongoing development and governance of the Managed Service Framework, adhering to Quality Management Systems and ITIL best practices.

•    Coordinate with offshore vendor teams to ensure integration into a single, virtual, and highly effective operational unit.

Working Conditions:

• Location: Sydney or Melbourne. 
• Permanent, full-time position

What will make you successful in this role? 

• Suitably resourced and responsive support functions for customer incidents via phone, email or customer portals.
• High levels of customer satisfaction in both the customer facing and incident resolution experience.
• Highly efficient movement of tickets from customer channels through to all resolver groups and back to the customer.
• Development of processes and people to continually improve the performance levels of the services.
• Clear developed and improving reporting on performance of ticket resolution and customer satisfaction.  
• Strong operational leadership within a 24x7 support environment.
• Customer service focused: committed to providing exceptional customer service across all channels – written, phone and face to face.
• Communication: the ability to communicate clearly and concisely, varying communication style depending upon the audience. Excellent verbal and written communication skills
• Attention to detail: excellent attention to detail and written skills when communicating with others, both internally and externally.

Why is this an exciting opportunity? 

Atturra is one of the fastest growing ASX-listed advisory and IT solutions companies in Australia, giving you a strong foundation to fulfil your career ambitions. 

We currently have 1100+ professionals working across Australia, New Zealand, Singapore and Hong Kong who are using innovation to lead the way. 

The Managed Services division of Atturra provides leading Hybrid IT, Private Cloud, and Connectivity services, backed by decades of industry experience. Our expertise, combined with the strength of our people, makes us one of the most complete and prominent "as-a-service" providers in the market.

What our people say: 

"Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard."

Why you'll love working here

Culture of possibility 

At Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, hard work and dedication.

A strong set of company values 

Our culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for. 

Valuable employee benefits 

Career growth via succession planning, internal mobility programs, and mentorship opportunities.

Ongoing investment in professional development through industry certifications.

Employee benefits, recognition, and wellbeing platform.

Mental health support through our Employee Assistance Program.

Support for family and caring responsibilities, including paid parental leave.

Employee referral program, with monetary incentives offered. 

Commitment to supporting Australia's veterans  

Atturra is proud to be recognised as a Veteran Friendly Employer by the Department of Veterans Affairs' Veteran Employment Commitment (VEC) and is committed to supporting Australia's veteran community. We aim to enhance the employment experience for veterans by improving recruitment, support, retention, and leadership opportunities to ensure they have a meaningful and impactful career with us.   

Careers | Atturra

Recruitment Agencies/Headhunters:

We got this covered. Our Talent Acquisition team is working on our hiring demands and will reach out should we need extra support. Atturra only accepts referrals from agencies on our official supplier list via Agency Portal. Agencies are required to go through our procurement process, have an approved fee agreement, and be invited to participate in hiring for a job opening by the Atturra Talent Acquisition team. Any profiles or referrals submitted outside of this process will be deemed invalid. We request that you do not contact Atturra employees outside of the Talent Acquisition team for any hiring-related queries. To become an official supplier, send an expression of interest via  

Atturra is passionate about playing an active role in addressing the digital skills gap and being an advocate for diversity and Inclusion, and welcomes applications from all irrespective of their gender, LGBTQI identity, ethnicity, religion, physical ability, or age.