IT Operations Manager

About the Role

As the IT Operations Manager, you will lead the internal IT service function, ensuring the seamless delivery and continuous improvement of technology services across the business. This role is critical in maturing Betashares' IT service management capabilities and building a scalable, resilient operational framework.

You will act as the primary internal lead for infrastructure operations, vendor management, ITSM implementation, and compliance with regulatory frameworks such as APRA and ISO27001.

Key Responsibilities:

• Manage the day-to-day operations of internal and outsourced IT services, ensuring stability, responsiveness, and scalability.
• Oversee incident, problem, change, and request management processes aligned with ITIL principles.
• Partner with third-party vendors to ensure effective support and service level agreement (SLA) adherence.
• Lead the implementation and optimisation of IT Service Management (ITSM) tools such as Freshservice.
• Develop operational reporting dashboards and KPIs for performance, user satisfaction, and compliance tracking.
• Collaborate with our service providers to oversee the delivery of support and change initiatives.
• Plan, implement, and monitor changes to the IT infrastructure, ensuring they are executed without causing operational disruptions.
• Establish and maintain a robust IT asset lifecycle management process, including hardware/software procurement.
• Ensure business continuity planning (BCP) and disaster recovery processes are maintained and tested.
• Develop and maintain strong stakeholder relationships across business units to align IT services with evolving needs.
• Support compliance initiatives related to ISO27001 and APRA CPS 234, ensuring operational controls are implemented and auditable.
• Mentor and potentially build a small internal support team as the function scales.

Skills, Knowledge and Expertise:

• Proven experience in IT operations or service delivery management, ideally in a financial services or regulated environment.
• Deep understanding of ITIL practices and service lifecycle management.
• Experience implementing or managing ITSM/ITOM tools such as Freshservice or ServiceNow.
• Strong vendor management and contract performance oversight.
• Familiarity with Microsoft 365 environments, endpoint management, and SaaS ecosystems.
• Excellent stakeholder management and cross-functional collaboration skills.
• Ability to lead the internalisation of service delivery functions and standard operating procedures.
• Awareness of regulatory and compliance frameworks such as ISO27001 and APRA CPS standards.

Key Competencies:

• Leadership – Ability to drive operational maturity and lead service delivery initiatives.
• Analytical Thinking – Proactively identify and resolve service issues through data-driven insights.
• Execution Focus – Strong organizational skills and ability to manage competing priorities.
• Customer Orientation – A passion for service excellence and user experience.
• Adaptability – Comfortable working in a fast-paced and evolving business environment.

Why Join Us?

At Betashares, we're dedicated to creating an environment where you can excel both professionally and personally. Here's what's in it for you:

Career Development
– Access tailored training and support for professional qualifications.

Wellbeing Support
– Benefit from EAP programs for your physical, mental and financial health.

Giving Back
– Take volunteering days to support causes close to your heart.

CBD Perks
– Enjoy stocked kitchens, team breakfasts, and weekly catered lunches.

Team Culture
– Connect with colleagues through social clubs, committees, and events.

Savings & Benefits
– Unlock exclusive discounts at 500+ leading retailers.

Wellbeing Days
– Recharge and focus on what matters most to you.

Ready to make an impact? If you have the right to live and work in Australia, Apply Now Your interest will be treated with strict confidence.