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Service Operations Manager

Canberra Region

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The Managed Service Provider are seeking an experienced Service Operations Manager.

Your new company
This mid-sized service provider is fast developing a reputation in Canberra as a premium provider of IT Services. They have grown rapidly over the past 24 months and have a multitude of opportunities due to unprecedented growth.

Your new role
This role directly reports to the Managing Director and works alongside the entire management team within the organisation. This role will have the Service Team reporting to them.


  • Management of the service team and escalation point for all service issues past level 3 tech support or liaison with clients
  • Management of your tasks and projects and ensuring that quality of service to clients is maintained
  • Manage client expectations around service delivery
  • Act as the escalation point for service delivery issues
  • Provide staff development and mentoring assistance and address any performance issues
  • Following up with outstanding tickets
  • Coordinating resolution for high priority tickets
  • Preparing daily reports on incidents/change problem tickets and SLA status
  • Streamlining processes within Information Management System, and updating client details
  • Contribute to overall strategy and be a brand ambassador for the organisation

What you'll need to succeed
The successful candidate will have a career background in managing a team of Service Desk staff and managed a high performing team or managed the service delivery.

What you'll get in return
This is a growing, strong and encouraging organisation that takes pride in developing and building staff's careers. They will give you the opportunity to work with a variety of technologies whilst providing ongoing training, support and development.

What you need to do now
If you're interested in this role please email Phu Nguyen on phu.nguyen@hays.com.au. If this job isn't quite right for you but you are looking for a new position in the IT industry, please contact me for a confidential discussion on your career.

SA Licence number : LHS 297508

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