Senior Manager, Enterprise Software Maintenance

Red Hat, Inc.; Australia; On-site; AUD 180,000 - 260,000; Full time

Job summary

RedHat in Australia seeks a Senior Manager, Software Maintenance Engineering to guide a global Technical Support organization delivering advanced diagnostics and enterprise-level product support. You will mentor leaders, optimize processes, and influence cross-functional priorities to improve customer outcomes.

You will drive strategic transformations, manage escalations at the executive level, and foster a culture of learning, accountability, and continuous improvement across distributed teams

Qualifications

• 8+ years of people leadership experience within enterprise Technical Support or Product Support organizations.
• Experience leading managers or senior technical professionals in a global environment.
• Proven track record of transforming and improving customer experience and operational efficiency.
• Strong strategic and systems-thinking capabilities to drive cross-functional improvements.
• Experience managing executive-level customer escalations across multiple functions.
• Ability to influence in a matrixed global organization.
• Excellent leadership presence with strong communication for customers and executives.
• Experience with leadership in enterprise software, infrastructure, cloud, or related technologies.
• Familiarity with support tools and knowledge management platforms.
• Passion for open source technologies and customer-centric support.

Responsibilities

• Lead and develop a high-performing Technical Support organization delivering enterprise product support to customers.
• Drive operational excellence and evolution of support processes with scalable solutions.
• Lead complex customer escalations with executive-level communication and cross-functional coordination.
• Partner with Engineering, Product Management, Sales, Customer Success, and regional/global leaders to influence priorities.
• Build an inclusive coaching culture, develop talent, and foster career growth.
• Establish metrics to drive continuous improvement in service quality, satisfaction, and productivity.
• Lead organizational change initiatives balancing customer needs and business priorities.
• Be a trusted leader during high-impact situations with sound decisions under ambiguity.
• Promote knowledge sharing and best practices across regional/global teams.
• Champion adoption of AI and emerging technologies to improve productivity.

Skills

People leadership

Executive communication

Strategic planning

Global team leadership

Enterprise software

Tools

Support tools

Knowledge management platforms

Case management systems

Job description

RedHat in Australia seeks a Senior Manager, Software Maintenance Engineering to guide a global Technical Support organization delivering advanced diagnostics and enterprise-level product support. You will mentor leaders, optimize processes, and influence cross-functional priorities to improve customer outcomes.

You will drive strategic transformations, manage escalations at the executive level, and foster a culture of learning, accountability, and continuous improvement across distributed teams