IT Operations Manager

LAB3 is one of the largest Azure engineering practices in the Australasia region with a focus on Cloud & DevOps, Data, IoT & AI, Modern Workplace, Modern Apps & Integration, Security, and Network services. 

We have an opportunity for an experienced IT Operations Manager to lead our Managed Services Engineers.

The Role

• Lead all Managed Services L2/L3 engineers across AI, Azure, Cyber Defence, Data, Modern Workplace and Networking.
• Own engineering operations, ticket flow, problem management and client onboarding.
• Coach and mentor staff, support certifications and career development, and contribute to recruitment, onboarding and the graduate programme.
• Build a fun, high-energy team and scale service delivery through automation and cross-skilling, working with CSMs, the Service Desk command centre and technical leads.
• Hybrid working with the expectation of being onsite at our Melbourne office 2-3 days per week.

The Ideal Candidate

• Proven leadership of multi-client managed services or comparable engineering operations; strong coaching, performance management and geographically dispersed team collaboration.
• Calm client and stakeholder communication, sound prioritisation and commercial awareness; able to resolve conflict and sustain an inclusive, high-energy team.
• Practical ITIL knowledge across incident, request, problem, change, knowledge and transition management; experience with ServiceNow or comparable ITSM tooling and operational reporting.
• Broad cloud, workplace, network, data and cyber-service understanding; experience with automation, shift-left practices, repeatable transitions and reliability improvement.
• Relevant ITIL, Microsoft or leadership certifications are highly regarded.
• Ideally, you have baseline security clearance or you are an Australian citizen and willing to obtain.

What’s in it for you?

• Shape a scalable Managed Services operating model, collaborate across specialist teams and develop your leadership skills.
• Be part of a team that leverages modern technologies to solve real problems and provides top levels of customer satisfaction.
• Work with a Microsoft Partner of the Year award winner with multiple specialisations.
• Enjoy a supportive workplace that promotes inclusion, flexibility, diversity, and celebrates differences.
• Build a supportive, inclusive culture that helps people fear less and achieve more. #FearLessAchieveMore