IT Operations Lead: ITIL, MSPs & AI Integration

Excolo.; Sydney; On-site; AUD 140,000 - 180,000; Full time

Job summary

Excolo. is seeking an IT Operations Manager to lead day-to-day IT operations across service desk, infrastructure, telephony and asset management in Australia. The role emphasizes building structure and governance from the ground up while coordinating internal teams, the MSP, and external resources.

You will drive ITIL maturity, integrate telephony with enterprise systems, refresh applications, and participate in AI pilots. Strong leadership and stakeholder communication are essential.

Qualifications

• Track record leading an IT operations function across service desk, infrastructure and end user technology.
• Strong process improvement mindset with documented governance.
• Experience onboarding or managing MSPs and external providers.

Responsibilities

• Onboard the incoming MSP and lift ITIL maturity through governance.
• Integrate telephony platform across systems and build operational support.
• Refresh applications footprint and retire legacy systems.
• Contribute to AI pilots and strategy, including Claude integration.
• Lead IT Operations across service desk, infrastructure, telephony and asset mgmt.
• Establish daily stand-ups, incident reviews, and weekly performance tracking.
• Own infrastructure including servers, networks, cloud, and endpoints.
• Oversee Level 1/2 service desk and drive automation to reduce tickets.
• Manage incident, problem and change mgmt with RCA.
• Manage vendor relationships and IT budget; recruit and develop team.

Skills

IT operations leadership

Process improvement

Microsoft 365

Azure

Networking

ITIL

Vendor management

Stakeholder communication

Team leadership

Job description

Excolo. is seeking an IT Operations Manager to lead day-to-day IT operations across service desk, infrastructure, telephony and asset management in Australia. The role emphasizes building structure and governance from the ground up while coordinating internal teams, the MSP, and external resources.

You will drive ITIL maturity, integrate telephony with enterprise systems, refresh applications, and participate in AI pilots. Strong leadership and stakeholder communication are essential.