IT Service Manager - ANZ

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Salary : $150000 - $160000
Location : North Shore
Post Date :
Employment Type : Permanent
Job Reference : JBXY1003
Job Classification : IT & Technology

Description :


This company is a highly reputable vendor in the Unified Communications space.

They deliver cutting-edge services & solutions to tens of thousands of users across the small, medium and Enterprise level.


As the IT Service Manager you'll be responsible for managing a Professional Services team of up to 20 UC Architects and Support Specialists who provide post-sales support to customers across Australia & New Zealand.

Key elements of the role include:

  • Managing a team of UC Architects & Support Specialists.
  • Manage relationships and service delivery with external customers (SLA management, incident & change. management, account management, project delivery etc).
  • Develop and implement strategies for robust, effective and efficient systems.
  • Ensure IT systems meet current and future performance expectations.

Upcoming projects / deliverables:

  • Selection and implementation of a new Service Desk Management tool
  • Selection and implementation of a new Database system

Duties include:

  • Lead a team of architects and support specialists who are accountable for the design of technology solutions/capabilities
  • Manage the delivery of contracted services to customers.
  • Responsible for the achievement of financial targets (including revenue and margin growth)
  • Continual improvement of service delivery and development of strategies to better deliver against SLA's.
  • Development and maintenance of customer relationships at a senior level.
  • Manage resource requirements, staffing and rostering to ensure SLA's are met.
  • Build and develop high performing teams with high morale and collaboration.
  • Develop, monitor and manage individual performance agreements and standards including performance monitoring, staff development and regular feedback/appraisals.
  • Overall responsibility for incident management and request fulfilment on the Service Desk,
  • End to end accountability for resolution of all Service disruptions, incidents, requests and escalations.


Suitable for a driven and charismatic IT Service Delivery / IT Operations professional with experience running Professional Services team's in the Unified Communications space.

A balance between people management, customer management, and technical skills in the UC space is needed.

It's ideal for someone who enjoys the challenges of working inside an expanding and evolving business that is striving for operational excellence.

The following is required:

  • Strong technical skills & knowledge across Unified Communications is a must (e.g. Cisco, Avaya, Nortel, Lync / Skype For Business etc)
  • Strong Service Delivery experience from an IT vendor (professional services) in the UC space will also be suitable.
  • Proven experience managing & developing high performing teams of 10-20 staff.
  • Strong background delivering IT services to customers and managing customer relationships (SLA's, incident management, change management, account management, project delivery etc)
  • Strong commercial acumen
  • Capable of developing strategies to improve operational performance and service delivery.

This is a full time permanent role located North of the Sydney CBD and is offering $150,000 - $160,000 (including super) + up to 20% bonus potential - depending on experience.

Please note, full permanent Australian working rights are required to be considered for this position and successful applicants will be contacted.

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MLC Centre, Level 45
19 Martin Place
2000 Sydney
Phone : 02 9241 6255

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