IT Operations Team Manager

Kinetic IT; Perth; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Growth-focused culture

Opportunity Marketplace careers hub

Hybrid options

Flexible hours

Mobility and part-time roles

Social events

Wellbeing resources

Employee discounts platform

Discounted gym membership

Job summary

Kinetic IT in East Perth, WA is seeking an experienced Operations Manager to lead a 25-person ICT operations team and partner with the customer to ensure reliable service delivery and continuous improvement.

You will bridge the gap between the client and the team, drive operational excellence, manage incidents and escalations, and coach Team Leaders to meet SLAs and KPIs. This full-time role offers hybrid work options and a strong focus on development and collaboration with stakeholders.

Qualifications

• Proven experience leading ICT operations or service delivery teams.
• Strong people leadership and resource management capabilities, including leading Team Leaders and technical teams.
• A strong customer focus with the ability to build trusted relationships and confidently manage operational conversations.
• Experience managing enterprise ICT operations, including incidents, requests, escalations and service performance.
• Strong organisational and time management skills, with the ability to prioritise in a high-volume environment.
• A continuous improvement mindset, with a track record of identifying opportunities to improve processes, efficiency and service outcomes.
• Sound commercial awareness and an understanding of the relationship between service delivery, resources and customer outcomes.
• Strong communication and stakeholder management skills.
• Ability to operate across a large and complex ICT environment with structure and accountability.

Responsibilities

• Lead and manage a highly technical team of 25 individuals.
• Ensure timely and efficient delivery of ICT services to the customer, adhering to SLAs and KPIs.
• Manage resources, including people, equipment and technology, to meet operational requirements and customer demand.
• Oversee management of operational incidents, requests and escalations, prioritising and resolving issues.
• Build and maintain strong customer relationships, acting as a key operational point of contact.
• Monitor service performance and identify opportunities to improve processes, quality and efficiency.
• Provide leadership, performance management, coaching and development to team members and Team Leaders.
• Collaborate with internal stakeholders, vendors and partners to support service delivery and resolve issues.
• Maintain operational reporting, governance, resource utilisation and service documentation.
• Demonstrate commercial awareness in managing resources and priorities.
• Contribute to crew engagement and improvement initiatives.

Skills

Leadership

People management

Customer focus

ICT operations

Incidents & escalations

Organisational skills

Continuous improvement

Commercial awareness

Stakeholder management

Cross-functional collaboration

Structured approach

Job description

About The Role

One of Kinetic IT's largest and most well-established accounts in East Perth is looking for an experienced Operations Manager to lead and support a 25-person technical team. This role bridges the gap between the customer and the team, with a strong focus on service delivery, operational excellence and continuous improvement.

Responsibilities will include

• Lead and manage a highly technical team of 25 individuals
• Ensure the timely and efficient delivery of ICT services to the customer, adhering to established service level agreements (SLAs) and key performance indicators.
• Effectively manage resources, including people, equipment and technology, to meet operational requirements and customer demand.
• Oversee the effective management of operational incidents, requests and escalations, ensuring issues are appropriately prioritised, managed and resolved.
• Build and maintain strong customer relationships, acting as a key operational point of contact and developing a strong understanding of customer needs.
• Monitor service performance and identify opportunities to improve operational processes, service quality and efficiency.
• Provide clear leadership, performance management, coaching and development to team members and Team Leaders
• Work collaboratively with internal stakeholders, vendors and partners to support effective service delivery and resolve operational issues.
• Maintain appropriate operational reporting, governance, resource utilisation and service documentation.
• Demonstrate strong commercial awareness when managing resources, service delivery and operational priorities.
• Contribute to the creation and execution of crew engagement and improvement initiatives.

What you'll bring to the table

• Proven experience leading and managing ICT operations or service delivery teams.
• Strong people leadership and resource management capability, including experience leading Team Leaders and technical teams.
• A strong customer focus with the ability to build trusted relationships and confidently manage operational conversations.
• Experience managing enterprise ICT operations, including incidents, requests, escalations and service performance.
• Strong organisational and time management skills, with the ability to prioritise effectively in a high-volume environment.
• A continuous improvement mindset, with a track record of identifying opportunities to improve processes, efficiency and service outcomes.
• Sound commercial awareness and an understanding of the relationship between service delivery, resources and customer outcomes.
• Strong communication and stakeholder management skills.
• The ability to operate effectively across a large and complex ICT environment, bringing structure, accountability and a practical approach to operational challenges.

About Kinetic IT

Kinetic IT is a leading Australian IT services provider specialising in Intelligent Workplace, Cloud, Cyber Security, Digital Infrastructure and IT Service Management. We are unlocking the potential of technology to enrich lives of Australian communities.

For more than 25 years, we've partnered with some of Australia's most important organisations, helping them deliver essential services relied upon by our communities including government, critical infrastructure, education, law enforcement, defence, emergency services, utilities, and transport.

At Kinetic IT, we're driven by a shared passion for technology, customer success, and community impact. With over 1,500 talented people working across Australia, we deliver world-class capabilities with a local touch – helping shape the future of tech, here and beyond.

We value individuality and foster an inclusive culture where you're safe to be your best, real self. We tackle challenges together, celebrate success together, and make sure everyone feels valued, supported, and proud of the work they do.

As an equal opportunity employer, we welcome people of all abilities, backgrounds, cultures, and genders. We're proud to be an Indigenous and Veteran-friendly employer.

The Kinetic IT Difference

• Growth-focused culture - Formal training, mentoring, vendor exam support, communities of practice and regular development reviews.
• Advance your career - Access new roles via our internal 'Opportunity Marketplace' careers hub.
• Flex your work - Hybrid options, flexible hours, mobility and part-time roles (customer needs permitting).
• Celebrate together - Social events, cultural celebrations, end-of-year functions and more.
• Wellbeing matters - Health and wellness resources, tailored leave and support options and EAP access.
• Other Perks- Access to our employee discounts platform, discounted gym membership and more.