IT Services Manager

Techforce Personnel; Brisbane; On-site; AUD 120,000 - 160,000; Full time

Job summary

Techforce Personnel is seeking an experienced IT Services Manager to lead the IT Services team, drive service delivery and improve operational performance across the business in Brisbane, Australia. You will work with the CIO and key stakeholders to ensure reliable, responsive technology services aligned with business needs.

Key focus areas include incident management, service performance, data protection, cyber security and continuous improvement, with accountability for SLAs and vendor

Qualifications

• Experience leading IT services teams in large environments.
• Proven ability to manage incidents, SLAs, and vendor relationships.
• Experience with Jira Service Management and service delivery workflows.
• Tertiary IT degree or equivalent.
• Strong analytical and reporting skills.

Responsibilities

• Lead, mentor and develop IT Services team.
• Oversee end-to-end IT service delivery and SLAs.
• Manage IT incidents and outages with effective business communication.
• Monitor service performance and provide reporting to the CIO.
• Identify recurring issues and drive continuous improvements.
• Build relationships with stakeholders and partners; ensure SLAs.
• Drive IT policies, business continuity and cyber security practices.
• Manage team resourcing and contribute to technology strategy.
• Provide leadership in the CIO's absence.

Skills

Leadership

Jira Service Mgmt

Performance management

Systems & tools integration

Interpersonal comms

Networks & Cloud

Data protection & compliance

Multi-project Mgmt

Communication skills

IT strategy alignment

Education

IT degree

Tools

Jira Service Management

Job description

The Role:

Our client is seeking an experienced IT Services Manager to lead the IT Services team and oversee service delivery and operational performance across the business. You will drive service excellence, develop a high-performing team and ensure technology services are reliable, responsive and aligned with business needs.

Working closely with the CIO and key stakeholders, you will manage IT service performance, vendor relationships, incident management and continuous improvement initiatives, while supporting broader technology and business objectives.

Key Responsibilities

• Lead, mentor and develop the IT Services team, fostering a collaborative, high-performing and customer-focused culture.
• Oversee end-to-end IT service delivery, operational performance and service levels.
• Manage IT incidents and outages, ensuring timely resolution and effective business communication.
• Monitor service performance, analyse data and provide actionable reporting to the CIO.
• Identify recurring issues, service gaps and opportunities for continuous improvement.
• Build strong relationships with business stakeholders and external technology partners, ensuring service expectations and SLAs are met.
• Drive IT policies, procedures, business continuity, infrastructure resilience and cyber security practices.
• Manage team resourcing and contribute to technology strategy, planning and delivery of key business objectives.
• Provide leadership and operational oversight of IT Services in the CIO's absence.

Skills & Experience

• Demonstrated leadership and management experience as an IT Services Manager or similar role within a large, complex environment with a track record of developing people, coaching leaders and building a high-performance culture.
• Experience using Jira Service Management (JSM) to manage IT service delivery, workflows, incidents and service requests.
• Strong track record in service performance management, including driving service levels and using data and customer insights to identify trends, priorities and opportunities for improvement.
• Demonstrated experience in the successful evaluation, development, implementation, integration and alignment of technology systems, processes and tools.
• Strong interpersonal and communication skills, with the ability to engage effectively across all levels of the business and align technology solutions with strategic goals.
• Hands-on experience with system installation, configuration, and analysis, and an understanding of networks and cloud computing.
• Knowledge of data protection operations, compliance and legislation.
• Ability to manage multiple projects and conflicting timelines.
• Solutions-focused mindset with excellent written and verbal communication skills.
• Tertiary qualification in Computer Science, IT, or a related field.

If you're an experienced IT leader passionate about developing high-performing teams, driving service excellence and delivering technology improvements, we'd love to hear from you.