IT Services Manager

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

Job summary

Techforce Recruitment is seeking an experienced IT Services Manager to lead the IT Services team and drive service delivery excellence across the business. You will partner with the CIO and stakeholders to ensure reliable, responsive technology services aligned with business needs and regulatory requirements.

You will manage incidents, monitor performance, and deliver data-driven reporting while developing a high-performing, customer-focused team and driving continuous improvement across IT

Qualifications

• Experience leading an IT Services team in a large, complex environment.
• Proficiency with Jira Service Management to manage incidents and requests.
• Strong focus on service performance and data-driven improvements.
• Knowledge of data protection, compliance and cyber security practices.

Responsibilities

• Lead and develop the IT Services team to deliver high-performing, customer-focused service.
• Oversee end-to-end IT service delivery, performance, and SLAs.
• Manage incidents and outages with effective business communication.
• Provide reporting and insights to the CIO and stakeholders.
• Drive continuous improvement, vendor relationships, and resilience.

Skills

Leadership & management

Jira Service Management

Service performance mgmt

Systems implementation & integration

Communication skills

System installation & configuration

Data protection & compliance

Project management

Solutions-focused mindset

Education

Bachelor's degree in Computer Science / IT

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.