IT Services Manager

Mane; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

Mane is seeking an IT Services Manager to act as the primary contact for ICT support, coordinating with the MSP and external vendors to deliver reliable service across the organisation.

The role focuses on end-to-end ticket resolution, performance reporting, and ensuring operational readiness for new offices and systems, while managing governance, documentation and training materials.

Qualifications

• Experience in IT Services Management in a high performing environment.
• Ability to collaborate effectively with MSP and external vendors.
• Strong communication and organisational skills.

Responsibilities

• Act as the primary contact for ICT support and service issues with MSP and vendors.
• Oversee end-to-end resolution of IT support tickets and ensure timely outcomes.
• Monitor and report on service performance against SLAs and KPIs.
• Ensure operational readiness and documentation for new offices, systems and initiatives.
• Oversee service governance including 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

Stakeholder engagement

MSP coordination

Service governance

Analytical thinking

Job description

ABOUT THE ORGANISATION

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.