IT Operations Manager

About us  

The Industry School, formerly the AITC,  is unlike any other senior school. We're for young people who seek a deliberately different educational experience. An industry-driven one. For those who want to learn in the classroom, within workplaces, and on the job. We're for those young people who seek to start building real-world strengths and skills now, not only in the future.

We provide a unique two-to-three-year program for young people in Years 10 to 12 designed to progressively develop employability skills and achieve individualized learning goals while meeting the requirements of the Queensland Curriculum and Assessment Authority (QCAA) and the Australian Skills Quality Authority (ASQA).

Our aim is to seamlessly blend senior education and vocational training to engage young people in purposeful learning experiences that are relevant to the real world of industry.

About the role

Reporting to the Head of IT, the IT Operations Manager role has been created to ensure IT services are delivered efficiently, securely, and in alignment with ITIL frameworks and organisational objectives, while driving operational improvements and enabling national expansion.

Based in the Brisbane Head Office this hybrid role oversees the day-to-day delivery of IT services, leading and growing the capability of the IT support team and managing vendor relationships across six Southeast Queensland schools and beyond. The IT Operations Manager serves as the operational backbone of The Industry School's IT transformation, functioning as the primary support role to the Head of IT, and key link between the Head of IT and the greater IT Team.

Providing strong hands-on expertise in systems administration, infrastructure management, and cybersecurity operations, you will ensure high availability and resilience of The Industry School IT systems, maintaining secure networks and cloud environments, and safeguarding data through compliance with recognised security standards.

Key outcomes

• Reliable and secure IT operations with minimal downtime across all campuses.
• Effective implementation of ITIL-aligned processes, including change, incident, and problem management.
• Strong vendor and service provider performance and service delivery through active relationship and SLA management.
• A capable, customer-focused IT support team operating within defined service standards.
• Continuous improvement of IT operations through monitoring, reporting, and stakeholder feedback.

Key responsibilities will include:

• Overseeing daily IT operations, including infrastructure, service desk, and user support.
• Overseeing all IT documentation, audits and standards; including developing and managing ITIL-aligned service management processes and Service Level Agreements and Standards of Excellence; establishing and maintaining performance dashboards tracking service availability, incident resolution times, and user satisfaction metrics; and creating and maintaining comprehensive documentation of all IT processes, procedures, and system configurations using IT Glue or similar documentation software.
• Chairing the Change Advisory Board (CAB) and managing change control processes.
•  Leading Incident Management processes, serving as the single point of contact for major IT incidents and ensuring swift resolution with minimal business impact.
• Supporting multi-campus operations and preparing IT services for national expansion requirements.
• Providing regular operational reports and insights to the Head of IT and governance committees.
• Participating in the IT Transformation Office providing operation insights and change readiness assessments.
• Leading continuous improvement initiatives based on service performance data and stakeholder feedback.
• Ensuring compliance with cybersecurity standards (ISO 27001, Essential 8) through operational controls and procedures.

Values and Benefits

Our values play a critical role in cultivating culture. They set the standards for how we behave, interact with others, make decisions, and choose to act. They are:

• Think progressively
• Take courageous action.
• Achieve inspiring outcomes.
• Demonstrate genuine care.
• Contribute authentically.
• Succeed collectively.

We value and recognise our people through a range of benefits including superannuation matching after a qualifying period, access to corporate rate health insurance, salary packaging, staff discounts, Employee Assistance Programs, Professional Development, and the opportunity to participate in community-based activities in Australia and Cambodia to name a few.

About You

To be successful in this role you will bring the following skills and experience:

Essential

• Bachelor's degree (or higher) in IT, business, or a related discipline.
• Minimum 5 years' experience managing IT operations and service delivery teams.
• Demonstrated leadership skills with a track record of developing high-performing teams and ability to collaborate effectively with key stakeholders.
• Proven expertise in ITIL-aligned strategies, ITSM processes, and compliance with security standards (ISO 27001, Essential 8).
• ITIL Foundation certification (or ability to obtain) with practical implementation experience.
• Experience with Change Advisory Board (CAB) processes or formal change management procedures.
• Strong knowledge of cloud (Azure, AWS), networks, and enterprise IT infrastructure and Vendor certifications from Microsoft and/or Cisco
• Demonstratable experience in creating and maintaining various technical and operational documents including policies, procedures, user guides, factsheets, and documentation using IT Glue or similar documentation software.
• Demonstrable experience in data warehouse operation and development using SQL Database, Python, Github, and Power BI reporting.
• Demonstrable experience with maintaining IT infrastructure systems and software lifecycles; using of multiple enterprise grade cyber security and networking platforms; and ensuring network system security baselines are met and security improvements are implemented across the LAN/WAN environments.
• Key Competencies as per SFIA framework level 4-5 version 9.
• Ability to demonstrate The Industry School values.
• Ability to work in person from the Brisbane Head Office two days per week and one day per week from one of our campuses.
• Relevant background checks including Working with Children, National Police, qualification and reference checks.
• Valid driver licence and right to work in Australia

Desirable

• Experience managing IT operations in multi-campus or multi-school environments.
• Master's degree in IT, Business, or related field.
• Current advanced certifications in ITIL, ITSM, or security standards.
• Experience working with and managing Managed Service Providers (MSPs).
• Demonstrated ability to implement automation and process improvements in IT operations.

To Apply

If this role has sparked your interest, please Apply Now as this is an immediate vacancy.

For further information or a copy of the Position Description, please contact Jess Van Rooyen, Talent Partner

The Industry School is committed to safe and supportive work practices. Candidates will be subject to relevant checks such as teacher registration check, Blue Card, referee checks, identification verification, and the requirement to disclose any information relevant to your eligibility to engage in activities including children.