IT Services Manager

Mane Consulting; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid working

Competitive salary with bonus

Career development

Job summary

Mane Consulting in Sydney seeks an IT Services Manager to lead MSP-driven operations and ensure stellar staff support. You will drive incident resolution, governance, and cross-team collaboration across vendors and internal teams.

Join a high-performing environment with hybrid working, a competitive salary and bonus. You will shape service delivery, documentation and training for new offices and strategic initiatives.

Qualifications

• Proven experience in an IT Services Management function within a high-performing MSP environment.
• Highly organized with attention to detail and clear communication.
• Extensive IT Operations, Infrastructure or Service Management experience in complex settings.
• Proven experience leading and developing global technology teams and distributed service delivery.
• Excellent analytical, problem-solving and decision-making capabilities.

Responsibilities

• Act as the primary contact for ICT support and service issues, coordinating with MSP and vendors.
• Oversee end-to-end resolution of IT support tickets with timely outcomes for staff.
• Monitor and report service performance against SLAs, KPIs and CX standards.
• Ensure readiness and documentation for new offices, systems and initiatives.
• Oversee service governance with forecasting, contracts and delivery risk.
• Ensure transfer of project deliverables into operations with proper documentation and training materials.
• Coordinate between technical teams, business stakeholders and third-party vendors.

Skills

ITSM leadership

MSP collaboration

Stakeholder engagement

Strong communication

Analytical thinking

Job description

Excellent Salary + Bonus + Hybrid Working

A highly regarded Investment Group requires a Skilled IT Services Manager with a flair for client service and stakeholder engagement.

ABOUT THE ROLE

• Act as the primary point of contact for all ICT support and service issues, managing escalations and coordinating with the managed service provider and external vendors
• Oversee the end-to-end resolution of IT support tickets, ensuring timely and effective outcomes for staff.
• Monitor and report on service performance, ensuring agreed SLAs, KPIs and customer experience standards are achieved.
• Ensure operational readiness and documentation for new offices, systems and strategic business initiatives.
• Oversee service governance with a clear view of forecasting, commercial commitments, contract obligations and delivery risk
• Ensure seamless transfer of project deliverables into operations, ensuring adequate documentation, policy, procedure and training materials are captured
• Coordinating between technical teams, business stakeholders and third-party vendors

ABOUT YOU

• Proven experience in a high performing environment in an IT Services Management function with ability to collaborate effectively with an MSP
• Highly organised with strong attention to detail including a personable and clear communication style
• Extensive experience in IT Operations, Infrastructure or Service Management within a complex environment
• Proven experience leading and developing global technology teams and managing distributed service delivery
• Excellent analytical, problem-solving and decision-making capabilities.