IT Operations Manager

Supporting People. Strengthening Performance.

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 Corporate Services teams power NRI behind the scenes - supporting our people, strengthening our foundations, and enabling sustainable growth. Their work ensures our business runs smoothly, scales effectively, and delivers on its commitments.

The IT Operations Manager leads the day-to-day delivery and continuous improvement of IT end-user support, managing the Service Desk and End User Computing (EUC) teams across multiple departments. Working within the Business Technology Engineering (BTE) team, the role overseas the operations of all front-line support – service desk operations and on desk side services incorporating end user compute.

What You’ll Do:

• Lead and manage the Service Desk and End-user Computing (EUC) teams, ensuring high-quality customer support and efficient service delivery in an agile enterprise environment.
• Own day-to-day operations for end-user support, including ticket triage, prioritisation, escalation management, and major incident support.
• Drive adoption and continuous improvement of ITIL-aligned processes (e.g., Incident, Request, Problem, Knowledge), including documentation and governance.
• Partner with Business Technology Engineering to establish, maintain, and regularly review the IT Service Catalogue, including associated SLAs and OLAs.
• Implement, develop, and maintain an IT Knowledge Base; ensure content is current, published to the business, and used as the primary reference for Service Desk and EUC activities.
• Monitor and improve customer experience, including reviewing CSAT results, identifying themes, and delivering agreed improvement actions.
• Drive a culture of AI Adoption and/or automation as per applicable BTE principles.
• Lead integration of front-line support operations across all NRI’s subsidiaries supported by BTE.
• Coordinate with Security Operations/Security Incident Coordinators during security incidents to support triage, end-user communications, and restoration of impacted services.
• Available for afterhours escalation as required in line with NRI’s working hours policy.

What We’re Looking For:

• Bachelor’s degree in computer science, Information Technology, or equivalent experience.
• 5+ years’ relevant experience in IT Operations / Service Desk / EUC management.
• Knowledge of IT service management and ITIL practices (Incident, Request, Problem, Change, Knowledge, Asset).
• Knowledge of SLA/KPI design and reporting approaches.
• Strong experience working in enterprise ITSM tools preferably, Service Now
• Experience integration of various support teams into a common support structure would be beneficial
• Good high level technical understanding of corporate technologies
• Ability to design and implement performance reporting for SLAs and KPIs, and drive adherence.
• People leadership: manage, coach, and develop a team to consistently meet SLA/KPI targets.
• Excellent written and verbal communication; able to engage both IT and business stakeholders.
• Ability to design and implement performance reporting for SLAs and KPIs, and drive adherence.
• People leadership: manage, coach, and develop a team to consistently meet SLA/KPI targets.
• Excellent written and verbal communication; able to engage both IT and business stakeholders.
• ITIL® Foundation (or higher).