Operations Manager

· People Management

· Ignite Innovation

· Hybrid

This client is an award-winning technology partner providing expertise in cyber security, and the design, construction and operation of secure networks and digital infrastructure. We are seeking a talented individual to undertake the role of Operations Manager, including incident management, problem management, and service level management. The environment is fast-paced and is a rare opportunity for you to make a genuine impact in a company that focuses on a culture that embraces creativity, fosters innovation and offers real career progression. This will be your chance to demonstrate delivering results for clients and building strong client relationships.

Reporting to the Director, Cloud responsibilities will include but not limited to:

• Manage the performance, workload and capabilities of the Service Desk and Infrastructure team to meet commitments, in the form of   KPIs     and SLAs adhering to industry frameworks.
• Manage the company's Cloud Service Catalogue, designating ownership and resourcing for the services provided to clients, in   consultation     with the Director - Cloud.
• Work with all management and other department leads to ensure the smooth delivery of services, products, and projects for the clients.
• Engage with Account Managers and SDMs to deliver reporting on Service Desk and Infrastructure performance for clients.
• Engage with key client personnel on feedback on performance, efficiency, and opportunities for improvement.
• Establish routine performance reviews of all Service Desk and Infrastructure team members, processes and tools to build an environment of continual improvement.
• Manage high priority technical and security events on client or internal systems according to company policy, from initial reporting to final review and reporting.
• Record all work in compliance with company policy
• Other duties as designated by management

Demonstrated Key Competencies /Qualifications

• Outstanding verbal and written communication skills.
• Experience leading projects or large technical groups.
• Advanced computing knowledge, including common software and operating systems, computer hardware and networking, with a particular focus on Azure/cloud computing services.
• Exceptional problem-solving skills, with an ability to consider wider impacts of issues, outages and potential solutions beyond those initially reported.
• Bachelor level computing or IT degree.
• Industry relevant certifications (e.g. ITIL, Cisco, MS Certification).
• Significant experience in an IT helpdesk/service desk, with client-facing interactions and involvement in major projects.

For a confidential discussion and/or a copy of the PD please contact rosa on 03 9347 7780 or apply at rosa@micalerecruitment.com