Head of IT Operations HYBRID — PERMANENTMELBOURNE, AU

1 month ago

Melbourne, Australia Xero Full time

At Xero, we’re here to make running a business beautiful. By making small businesses more efficient every day, connecting them with big business technology and empowering a community behind them, their potential is limitless. When that happens, we’re not only helping small businesses, we’ll be building a stronger economy that can change the world.

This role is fundamental to the success of Xero as it leads and grows the team that provides IT support services that ensures the smooth day to day operations across Xero.

As Xero continues to grow and scale globally, this role makes an impact by growing and evolving the IT support services to match the increasing demand and requirements this brings in a cost efficient manner. You will ensure that our internal customers receive exceptional technical support and have the tools they need to be productive and successful.

You will bring industry ITSM and technology thought leadership to challenge and innovate how we manage our IT support, drive operational efficiencies, and uplift our tooling and skills across the support team globally.
You will work closely with various business stakeholders to continually enhance the business value delivered by the IT Support team, ensuring alignment with Xero’s strategic goals.

What you'll do...

    • Scale Xero’s internal IT support to a global support function, ensuring we have the right team in the right location with the relevant ITSM, support processes and capabilities to ensure all our Xero’s are supported no matter where they work.
    • Grow and develop your team and ensure  succession and attrition plans in place, new Xero’s are quickly grown into productive members of the team and that each member of your team has a development plan in place, so they can grow and advance their careers.
    • Ensure we have the appropriate tooling and processes to ensure we optimise for a self service, auto resolution method of ticket resolution.
    • Define, implement and measure service level obligations for IT support in Xero and use data driven metrics to inform decisions and opportunities for improvement.
    • Manage the Internal IT budget, including forecasting people and system costs and opportunities for capital investment to improve the way we work.
    • Working with the Service Delivery Team to create a consistent level of reporting for the IT Support team, that can be reported up to management with clear recommendations on improvement areas.
    • Work closely with the Head of Enterprise Systems on the pipeline of work between the two teams, to ensure that work is being completed in a prioritised manner with limited/no bottlenecks.
    • Input into the People Systems strategy, leadership and operational initiatives.
    • Cultivate a fun, rewarding, agile and results-driven culture that lives and breathes our Xero values, with a focus on customer service and delivery both within the immediate team and wider People Systems Team.
    • Proactively understand and manage risks as they relate to your role.
    • Proactively understand and manage compliance and regulatory obligations for your areas of responsibility.

Experience you'll bring with you...

    • 5+ years operational experience of running a  >4000 seat IT operations / service desk enterprise over a global geographically dispersed environment.
    • 5+ years managing operational budgets in excess of ~$10M NZD.
    • 5+ years leading more than 30+ staff.
    • Demonstrated experience in creating operational metric reporting & insights.
    • Demonstrated experience in defining roadmaps and long term planning.
    • Demonstrated experience in creating reporting for the executive leader level.
    • Knowledge in Okta, Google, Microsoft, Ticketing Systems ie: Zendesk.
    • Proven experience collaborating and building trust and effective working relationships, with stakeholders across all levels of the business..
    • Proven ability to influence outcomes at a range of levels from individual contributor to executive leader level.

If you are a technical savvy individual who loves building and leading high performing teams, has a curious mind and thrives in a fast paced global environment we would love to hear from you. In return you get to work in a culture that celebrates who you are, provides career growth and development as well as some amazing company benefits.

Apply for this job

  • Head of Settlements AU NZ

    2 days ago

    Melbourne, Victoria, Australia Citi Full time

    Job Title: Head of Settlements AU NZCiti is seeking a highly experienced and skilled professional to lead our Settlements team in Australia and New Zealand. As Head of Settlements AU NZ, you will be responsible for managing the daily settlement volumes, ensuring that the group operates as one with the same values and standards as deemed required by the...

  • Head of Settlements AU NZ

    5 days ago

    Melbourne, Victoria, Australia Citi Full time

    Job Title: Head of Settlements AU NZCiti is seeking a highly experienced and skilled professional to lead our Settlements team in Australia and New Zealand. As Head of Settlements AU NZ, you will be responsible for the overall management of our settlement operations, ensuring that transactions are processed efficiently and accurately within our service...

  • Project Lead HYBRID — PERMANENTMELBOURNE, AU

    1 week ago

    Melbourne, Australia Xero Full time

    Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of...

  • Head of Settlements AU NZ

    3 days ago

    Melbourne, Victoria, Australia Citi Full time

    Job Title: Head of Settlements AU NZCiti is seeking a highly experienced and skilled professional to lead our Settlements team in Australia and New Zealand. As Head of Settlements AU NZ, you will be responsible for the overall management of our settlement operations, ensuring that transactions are processed efficiently and accurately within our service...

  • Head of Product

    3 weeks ago

    Melbourne, Australia Xero Full time

    Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of...

  • Head of Settlements AU NZ

    1 week ago

    Melbourne, Victoria, Australia Citi Full time

    Job Title: Head of Settlements AU NZCiti is seeking a highly experienced and skilled professional to lead our Settlements team in Australia and New Zealand. As Head of Settlements AU NZ, you will be responsible for the overall management of our settlement operations, ensuring that transactions are processed efficiently and accurately within our service...

  • Engineer - Intercom HYBRID — PERMANENTMELBOURNE, AU

    2 weeks ago

    Melbourne, Australia Xero Full time

    Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of...

  • Head of Operations

    4 months ago

    Melbourne, Australia Cultivate Full time

    Our client is one of APAC's fastest-growing scale-ups in the e-commerce domain, operating across 7 countries. We are looking for a hands-on Head of Operations who can lead our client's APAC operations including logistics, seller experience and customer interactions. You will be reporting directly to the company's COO and work together with their highly...

  • Analytics Lead

    2 days ago

    Melbourne, Australia Xero Full time

    This is a senior individual contributor role and will be critical to ensuring our most senior Strategy & Operations leaders are enabled to get the right things done through decision making grounded in analytics.  You will be responsible for leading high-impact analytics projects to support improved decision making for senior leaders across Strategy &...

  • Head of Business Development

    4 months ago

    Melbourne, Australia Cononbrig Partners Full time

    Innovative Leader in Power & Hybrid Energy Solutions - Coach a High-Performing Sales Team in Growing Strategic Accounts - Circa $230,000 + Super + Car + Bonus. Based in Melbourne or Perth. - Innovative Leader in Power & Hybrid Energy Solutions - Coach a High-Performing Sales Team in Growing Market Share - Circa $230,000 + Super + Car + Bonus. Based in...

  • Head of Settlements AU NZ

    1 week ago

    Melbourne, Victoria, Australia Citi Full time

    Job Title: Head of Settlements AU NZCiti is seeking a highly experienced and skilled professional to lead our Settlements team in Australia and New Zealand. As Head of Settlements AU NZ, you will be responsible for the overall management of our settlement operations, ensuring that transactions are processed efficiently and accurately within our service...

  • Assistant Accountant HYBRID — PERMANENTMELBOURNE, AU

    3 weeks ago

    Melbourne, Australia Xero Full time

    You’ll be seen as an integral part of the Finance team and the month-end related processes. You will be required to obtain a thorough understanding of the Xero business environment and will assist in ensuring Xero meets the accounting requirements that arise by virtue of being a listed issuer. What you'll do..Complete daily bank reconciliations,...

  • Head of Financial Control and Operations

    3 weeks ago

    Melbourne, Australia Flybuys Full time

    **Work options**: Hybrid **About Us** We’re known for being the country’s most popular rewards program with over 9 million active members. And through our extended network of partnerships with other nationally recognised brands, we make every day worth more for our members. But, we're more than the card you carry around in your wallet or the app on...

  • Head of IT Operations

    4 months ago

    Melbourne, Australia Talent International Full time

    australia melbourne permanent up to au$130000.00 per annum + super and packaging**The Client & Role**: We’re currently working with a technologically leading social enterprise who are looking for a new Head of IT Operations to join the organisation in permanent capacity and take over the leadership of a team of 5. As the Head of IT Operations you will be...

  • Head of Sales AU/NZ

    1 week ago

    South Melbourne, Victoria, Australia frank green Full time

    About frank greenWe're a company that's passionate about living green and making a positive impact on the environment. Our mission is to create sustainable products that fit into your life and help you make easy, sustainable change.Your New RoleWe're looking for a seasoned sales leader to join our team as the Head of Sales for Australia and New Zealand. As a...

  • Applied Scientist

    4 months ago

    Melbourne, Australia Xero Full time

    Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of...

  • Head of Settlements AU NZ

    3 weeks ago

    Melbourne, Victoria, Australia Citi Full time

    About the RoleCiti is seeking a highly experienced and skilled professional to lead our Settlements team in Australia and New Zealand. As the Head of Settlements AU NZ, you will be responsible for the overall management of our settlement operations, ensuring that transactions are processed efficiently and accurately.Key ResponsibilitiesSettlement Operations...

  • Product Manager

    1 month ago

    Melbourne, Australia Xero Full time

    Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of...

  • Data Architect Hybrid

    7 days ago

    Melbourne, Victoria, Australia Exact IT Consulting Full time

    Job Title: Data Architect HybridExact IT Consulting is seeking an experienced Data Architect Hybrid to join our team. As a key member of our data architecture team, you will play a crucial role in designing and implementing data solutions that meet the complex needs of our clients.Key Responsibilities:Design and implement data architectures that align with...

  • Head of Settlements AU NZ

    3 weeks ago

    Melbourne, Victoria, Australia Citi Full time

    About the RoleCiti is seeking a highly experienced and skilled professional to lead our Settlements team in Australia and New Zealand. As the Head of Settlements AU NZ, you will be responsible for the overall management of our settlement operations, ensuring that transactions are processed efficiently and accurately.Key ResponsibilitiesSettlement Operations...