IT Services Manager

Summary

Join Pepperstone's technology team as the IT Services Manager, overseeing the delivery and management of all internal IT services. Lead a team of IT professionals, ensuring seamless operations and high user satisfaction. Align IT services with business objectives and manage the Service Desk function. Key responsibilities include service delivery management, team leadership, technical support, framework implementation, service level management, stakeholder management, vendor management, incident and problem management, risk management, and cross-team collaboration. The ideal candidate possesses a Bachelor's degree in a related field or equivalent experience, 7+ years of experience in IT service management with leadership experience, and a solid understanding of IT infrastructure. The role offers a competitive salary, a collaborative culture, flexible and hybrid working options, remote work opportunities, personal development opportunities, and generous parental leave.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field (relevant experience may be considered in lieu of a degree)
• 7+ years of experience in IT service management, with demonstrated experience in a leadership role
• Solid understanding of IT infrastructure, systems, and applications. Familiarity with various IT service management tools and technologies
• Understand WAN, SD-WAN, VPNs, firewalls, endpoint protection, and compliance standards like ISO 27001
• Proven ability to lead and motivate a team, delegate effectively, and foster a positive team environment
• Excellent written and verbal communication skills, with the ability to communicate technical information to both technical and non-technical audiences
• Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions
• A strong commitment to providing excellent customer service and ensuring user satisfaction
• Experience with project management methodologies and the ability to manage IT service-related projects effectively
• Inquisitive, curious, and innovative when it comes to technology and data solutions
• Strong problem-solving and decision-making abilities, with a focus on delivering exceptional customer outcomes
• Demonstrated experience in mentoring, supporting, and developing teams
• Exceptional communication and interpersonal skills to interact with stakeholders at all levels of the organization
• An ability to manage multiple priorities and work under pressure in a fast-paced environment

Responsibilities

• Oversee the day-to-day operations of internal IT services, ensuring consistent and reliable performance across all areas (e.g., help desk, network, business systems and applications). Ensure IT services are not just efficient but user-friendly
• Lead, mentor, and manage a team of IT service professionals, including performance management, training, and development in Melbourne and Cyprus. Coach and mentor junior staff, identifying development opportunities aligned to current and future responsibilities of the team
• Respond to user requests for technical assistance in a prompt and courteous manner. Manage and review call queues, ensuring expectations are being met regarding timeliness and quality of outcomes. Log, prioritize, and track support requests via the ticketing system
• Implement and maintain best practices and processes to ensure the support desks are aligned with internal process for incident management, problem management, change management, service request fulfillment, and knowledge management. Including continuously identify and implement process improvements to enhance service efficiency, effectiveness, and user satisfaction
• Define, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure service quality and identify areas for improvement. Implement and monitor KPIs for staff, reporting achievement to leadership via appropriate mediums (regular reporting, dashboards, etc.)
• Build and maintain strong relationships with internal stakeholders across different departments to understand their IT service needs and ensure effective communication. Build relationships with customers via positive interactions, leveraging opportunities for communication, collaboration, and bi-directional education
• Manage relationships with external IT service providers and vendors, ensuring service delivery aligns with contracts and expectations. Oversee MSP and vendor governance, including managing outsourcing contracts, performance reviews, and cost control
• Support the response to major incidents, ensuring timely resolution and effective communication. Participate in root cause analysis and implement preventative measures for recurring problems
• Identify business risks related to IT services and mitigate them proactively
• Work with DevOps, engineering, and cybersecurity teams to ensure cohesive IT operations. Engage with Cloud Engineering team to support cloud workloads, cost optimization, and governance across Azure, AWS, and GCP. Align with security team to develop and deploy user access protocols and controls

Preferred Qualifications

• ITIL Certification: ITIL Foundation certification; ITIL Intermediate or Expert certifications highly preferred
• Project Management certification (e.g., PMP, Prince2)
• Ability to live the Pepperstone values
• Committed to ongoing learning and development

Benefits

• Competitive salary structure including company bonus scheme
• Genuinely collaborative and friendly culture
• Flexible and hybrid working
• Remote working option - work from anywhere for up to 6 weeks per year, in addition to hybrid working as standard
• Ongoing personal development & learning opportunities
• 15 weeks paid primary carers parental leave & 4 weeks paid secondary carers leave
• 3 paid volunteering days per year & Workplace Giving Program