Operations Manager

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

Run Stronger. Evolve Faster. Perform Smarter with NRI

Ready to shape what's next? At NRI, we turn technology into intelligence, delivering solutions that drive measurable business outcomes. Join our team of 3,500+ local experts backed by a global network of 16,000 team members and work on projects that truly make a difference for Australia's leading organisations.

Our Managed Services team ensures businesses operate at peak efficiency, resilience, and scale. Join us to manage and optimise IT landscapes for leading organisations, delivering seamless, reliable, and measurable outcomes every day.

What You'll Do:

• Operational Reports delivered in accordance with Service Schedules or requirements.
• Prepare Service Level Exemption reports to facilitate service penalty recovery costs.
• Track and report on Earn Back status.
• Document Service Improvement Plans where Service Level Targets have been missed.
• Maintain contract awareness to facilitate delivery of relevant services, and to achieve and maintain defined service levels and a high level of customer satisfaction.
• Assume the designated role within documented Incident, Problem, Change and Service Continuity Management processes as they apply on the nominated account.
• Become the conduit for governance and process improvement for the technical teams from the SDM and AM perspective.
• Build and maintain open lines of communication with the key internal and external relationships.
• Coordination of shared infrastructure maintenance activities (patching, break-fix).
• Coordination of Data Centre customer service request activities (reactive) (equipment installs, connectivity requirements, fault management), etc - all DC activities are billable to the client
• Operational Reports delivered in accordance with Service Schedules or requirements.
• Prepare Service Level Exemption reports to facilitate service penalty recovery costs;
• Document Service Improvement Plans where Service Level Targets have been missed.
• Maintain contract awareness to facilitate delivery of relevant services, and to achieve and maintain defined service levels and a high level of customer satisfaction;
• Become the conduit for governance and process improvement for the technical teams from the SDM and AM perspective.
• Become the conduit for Project to BAU handover activities from the SDM and AM perspective.
• Build and maintain open lines of communication with the key internal and external relationships.
• Follows/Contributes to Procedures and Documentation;
• Completion of mandatory and assigned training;
• Account specific Training Plans;
• Contribute to the account plan for Succession & Relief workload planning

What We're Looking For:

• At least 5 years' experience in overseeing the delivery of IT services in a managed service environment or large government agency
• High level working knowledge of the key components of IT infrastructure including hardware, software, networks, cloud services, security systems, applications & IT service management
• Technical proficiency & knowledge of IT infrastructure, networks & systems to effectively manage & troubleshoot issues
• Excellent communication skills to effectively interact with team members, senior management, customers & other stakeholders
• Strong leadership skills to effectively manage a team of IT professionals & drive performance
• Effective analytical & problem-solving skills
• Understanding of constructs of commercial contracts
• Experience in governance models i.e. ITIL, PRINCE2, AGILE, BABOK desirable

Why Join Us:

• Deliver tangible business impact through operational excellence.
• Work with cutting-edge tools and AI-enabled platforms.
• Be part of a high-performing, client-obsessed team that values growth and innovation.

Your skills. Our impact. Together unstoppable. At NRI, you'll work on meaningful projects, tackle complex challenges, and see the tangible difference your expertise makes. We value diverse experiences and perspectives, creating an inclusive, collaborative, and high-performing workplace. Don't worry if you don't meet every requirement listed - we prioritise attitude and capability, and you might be the perfect fit for this role or another within NRI.

NRI Australia & New Zealand is committed to building a culturally diverse and inclusive workplace and strongly encourages applications regardless of gender, age, ethnicity, sexual orientation, or disability.