Manager, Support & Operations

Hughes Recruitment Partners; Adelaide; On-site; AUD 120,000 - 150,000; Full time

Job summary

Hughes Recruitment Partners in Adelaide is partnering with a prominent South Australian organisation to appoint an experienced Manager, Support and Operations. This senior technology operations leader will drive IT Service Management across incident, problem, change and service-level management, ensuring reliable, secure and high-performing technology for employees and customers.

Reporting to the CIO, you will lead Service Desk, applications, infrastructure and cloud operations, manage budgets

Qualifications

• Relevant tertiary qualifications.
• Significant leadership experience across service desk, infrastructure, application services and cloud transformations.
• Strong knowledge of ITIL and contemporary IT Service Management practices.
• Experience working with ServiceNow or a comparable ITSM platform.
• Exposure to a Salesforce-based environment and experience managing diverse technology vendors and MSP’s.
• Experience leading major incident, problem-management and service-improvement initiatives.
• The ability to engage, influence and communicate effectively with all stakeholders.

Responsibilities

• Strengthening operational resilience, cyber security practices and risk management across technology services.
• Leading the Service Desk, applications, infrastructure and cloud operations.
• Driving IT Service Management practices across incident, problem, change and service-level management.
• Leading major incident response, disaster recovery and business continuity activities.
• Reducing recurring incidents and improving Mean Time to Resolve.
• Managing technology budgets, operational plans and service-performance outcomes.
• Building high-performing teams and fostering a culture of continuous improvement.
• Holding vendors and Managed Service Providers accountable against contracts, KPIs and SLAs.

Skills

Leadership

ITIL

ITSM

Vendor management

ServiceNow

Salesforce

Incident management

Education

Tertiary qualifications

Tools

ServiceNow

Salesforce

Job description

Hughes Recruitment Partners is partnering with a prominent South Australian organisation to appoint an experienced Manager, Support and Operations. This role will suit a leader who is motivated by purpose, service quality and tangible business impact.

Reporting to the Chief Digital and Information Officer, you will lead IT Service Management and be responsible for ensuring the organisation’s technology environment is reliable, secure, high-performing and aligned with business needs.

You will lead the delivery and continuous improvement of IT support, applications, infrastructure and cloud services while developing a strong service culture across internal teams, vendors and Managed Service Providers.

This is an opportunity to influence how technology services are delivered across the organisation, strengthen IT Service Management practices and improve the experience of employees and customers.

This is a full-time, three-year fixed-term appointment based in the Adelaide CBD.

Your responsibilities will include:

• Strengthening operational resilience, cyber security practices and risk management across technology services
• Leading the Service Desk, applications, infrastructure and cloud operations
• Driving IT Service Management practices across incident, problem, change and service-level management
• Leading major incident response, disaster recovery and business continuity activities
• Reducing recurring incidents and improving Mean Time to Resolve
• Managing technology budgets, operational plans and service-performance outcomes
• Building high-performing teams and fostering a culture of continuous improvement
• Holding vendors and Managed Service Providers accountable against contracts, KPIs and SLAs.

About you

You are a people person and experienced technology operations leader, who can balance strategic direction with operational delivery. You bring a collaborative and accountable leadership style, with the ability to build trust, set clear expectations and create a service culture that is responsive, practical and business focussed.

You understand what strong technology support looks like and know how to bring people, processes and external providers together to deliver reliable services. You are comfortable leading through major change, challenging vendor performance and identifying opportunities for digital improvements.

You will bring:

• Relevant tertiary qualifications
• Significant leadership experience across service desk, infrastructure, application services and cloud transformations
• Strong knowledge of ITIL and contemporary IT Service Management practices
• Experience working with ServiceNow or a comparable ITSM platform
• Exposure to a Salesforce-based environment and experience managing diverse technology vendors and MSP’s
• Experience leading major incident, problem-management and service-improvement initiatives
• The ability to engage, influence and communicate effectively with all stakeholders.

Why consider this opportunity?

This role offers the opportunity to lead a broad and business-critical technology function within a purpose-led South Australian organisation.

You can also expect:

• A senior leadership role with genuine influence over technology service delivery
• The opportunity to develop an established team and strengthen operational capability
• A complex environment with meaningful technology improvement opportunities
• Modern Adelaide CBD offices with excellent amenities and flexible work options
• Access to wellbeing, professional development and employee-support initiatives.

Applications close at 5.00pm, Friday 2nd October 2026.

Hughes Recruitment Partners welcomes applications from people of all backgrounds.