IT Services Operations Lead

nri australia & new zealand; Philippines; On-site; PHP 4,378,000 - 6,879,000; Full time

Job summary

NRI Australia & New Zealand is seeking an experienced IT services Delivery Lead to oversee managed services for Australia’s leading organisations. You will manage governance, service delivery, and improvements across IT landscapes, coordinating with SDM/AM teams and external partners.

The role emphasizes strong communication, leadership, and strategic oversight, with a focus on achieving service levels and customer satisfaction in a dynamic environment.

Qualifications

• 5+ years' experience overseeing the delivery of IT services in a managed service environment or large government agency.

Responsibilities

• Deliver operational reports per service schedules.
• Prepare Service Level Exemption reports for penalty recovery costs.
• Track and report on Earn Back status.
• Document Service Improvement Plans where SL targets are missed.
• Maintain contract awareness to deliver services and meet defined SLAs.
• Coordinate governance and process improvements for SDM/AM teams.
• Build and maintain communication with key internal and external stakeholders.
• Coordinate data centre maintenance activities and related service requests.

Skills

IT service management

Leadership

Communication

Analytical thinking

Governance models knowledge

Job description

NRI Australia & New Zealand is seeking an experienced IT services Delivery Lead to oversee managed services for Australia’s leading organisations. You will manage governance, service delivery, and improvements across IT landscapes, coordinating with SDM/AM teams and external partners.

The role emphasizes strong communication, leadership, and strategic oversight, with a focus on achieving service levels and customer satisfaction in a dynamic environment.