Global Senior IT Operations & Service Manger

Zimmermann; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Flexible work options

Development plans

Benefits & discounts

Career progression

Job summary

Zimmermann is seeking a Global Senior IT Operations & Service Manager to lead worldwide IT services, infrastructure and end-user computing, ensuring secure, reliable delivery across offices, stores and remote teams.

In this role, you will manage a distributed team, partners, and governance across ITIL-driven processes, cloud platforms and cybersecurity readiness, focusing on operational excellence and business enablement for growth in a luxury retail environment.

Qualifications

• Bachelor’s degree in IT or related field or equivalent experience.
• Extensive IT operations or service management in a global environment.
• Experience leading global technology teams.
• Strong ITIL, incident management, and continual service improvement.
• Experience with cloud platforms, networks and end-user computing.
• Retail tech experience (POS, ERP) preferred.

Responsibilities

• Lead global IT operations, ensuring secure, reliable and high-performing technology services across all regions.
• Oversee the delivery and continuous improvement of infrastructure, cloud services, networks, end-user computing and enterprise platforms.
• Own the global IT Service Management framework, driving consistent service delivery and continual improvement.
• Monitor service performance against SLAs/KPIs and ensure robust incident management and problem resolution.
• Manage strategic relationships with MSPs and technology partners, ensuring governance and value.

Skills

IT Operations

ITIL

Vendor Management

Global Team Leadership

Incident Management

Cloud Infrastructure

Security & Risk

Stakeholder Communication

Business Continuity

End-User Computing

Education

Bachelor’s degree in IT/CS or related

Tools

Microsoft Azure

Job description

Job Description

The Global Senior IT Operations & Service Manager is responsible for leading the global delivery, performance, and continuous improvement of IT operations and technology services across the business. This role ensures that all corporate offices, retail boutiques, distribution centers, and remote teams receive reliable, secure, and high-quality IT services that support the company's global growth.

Leading a globally distributed team and strategic technology partners, the role oversees IT service management, infrastructure operations, end-user computing, service desk, identity and access management, cloud operations, cybersecurity operational readiness, and business continuity. The Global Senior IT Operations & Service Manager is responsible for establishing world-class operational standards, driving service excellence, and ensuring technology remains an enabler of business success.

Working closely with Technology leadership and business stakeholders across Retail, Corporate, Digital, Supply Chain and Logistics, the role balances operational stability with continual improvement while supporting new stores, acquisitions, and strategic technology initiatives.

What You Will Bring

• Bachelor’s degree in Information Technology, Computer Science or a related discipline, or equivalent professional experience.
• Extensive experience in IT Operations, Infrastructure or Service Management within a complex global environment.
• Proven experience leading and developing global technology teams and managing distributed service delivery.
• Strong knowledge of IT Service Management frameworks, including ITIL principles, incident management and continual service improvement.
• Experience managing enterprise technology environments, including cloud platforms, infrastructure, networking and end-user computing.
• Demonstrated experience managing strategic technology vendors, managed service providers and external partners.
• Strong understanding of cybersecurity operations, technology governance, risk management and business continuity practices.
• Experience supporting retail technology environments, including POS, ERP, eCommerce and enterprise business applications.
• Ability to lead major incidents, manage competing priorities and deliver effective solutions in a fast-paced environment.
• Strong stakeholder management, communication and influencing skills with the ability to collaborate across global teams.
• Excellent analytical, problem-solving and decision-making capabilities.
• Experience within global retail, luxury fashion or consumer goods environments is highly desirable.
• Relevant industry certifications such as ITIL, Microsoft Azure, CISSP, CISM or project management certifications are advantageous.

Job Responsibilities

Global IT Operations & Infrastructure

• Lead global IT operations, ensuring secure, reliable and high-performing technology services across all regions.
• Oversee the delivery and continuous improvement of infrastructure, cloud services, networks, end-user computing and enterprise platforms.
• Ensure operational readiness for new stores, offices and strategic business initiatives.

IT Service Management & Operational Excellence

• Own the global IT Service Management (ITSM) framework, driving consistent service delivery and continual improvement.
• Monitor and report on service performance, ensuring agreed SLAs, KPIs and customer experience standards are achieved.
• Lead major incident management and promote proactive problem resolution and operational excellence.
• Ensure seamless transfer of project deliverables into operations, ensuring adequate documentation, policy, procedure and training materials are captured.

Leadership & Vendor Management

• Lead, develop and mentor a high-performing global IT Operations team.
• Manage strategic relationships with managed service providers and technology partners, ensuring service quality, governance and value.
• Foster a collaborative, customer-focused culture across the global IT function.

Technology Governance, Security & Risk

• Ensure IT operations comply with security, governance and regulatory requirements.
• Partner with Information Security to strengthen operational resilience, business continuity and disaster recovery capabilities.
• Manage operational risks and drive adherence to global technology standards and best practices.

Strategic Partnership & Business Enablement

• Partner with business and technology leaders to align IT operations with organisational priorities and growth.
• Support the successful transition of projects into operational support, ensuring sustainable service delivery.
• Identify opportunities to improve operational efficiency, scalability and the overall employee technology experience.

Why Join ZIMMERMANN?

• Flexible work options that support balance and wellbeing.
• Access to tailored development plans and learning opportunities.
• Generous employee benefits and product discounts.
• Clear pathways for career progression within a global organisation.
• A collaborative, high-performing, and inclusive team culture.

ZIMMERMANN is an equal opportunity employer. We assess all applicants based on their individual capabilities, experience, and qualifications and are committed to fostering a diverse and inclusive workplace. If you have any support or access requirements, please let us know at the time of application so we can assist you throughout the recruitment process