Service Operations Manager

Talent International, a leading Australian recruitment firm, has been engaged by our long-standing client, a leading entertainment organisation. We are seeking a Service Operations Manager.

Role Title: Service Operations Manager

Opportunity: Permanent Career Opportunity

Location + WFH Flexibility: Sydney CBD (2-3 days in the office; flexible arrangements available)

Salary: $135,000 inclusive of super + 10% performance bonus

Role Details

This is a senior Service Desk / Service Operations role that goes beyond traditional Level 1 support. The team combines Level 1 and Level 2 support functions, which historically were separate teams. The Service Operations Manager will oversee a team of 10, including 2 seniors and 1 Service Operations Analyst, and manage end-user technologies, problem management, major incidents, and operational support.

Key responsibilities include:

• Managing the day-to-day operations of a 24/7 team.
• Overseeing server, interface, and patch management.
• Maintaining high customer satisfaction and service delivery standards.
• Supporting the team in complex issue resolution and escalations.
• Implementing continuous improvement initiatives, including automation and knowledge base uplift.
• Building and maintaining relationships with vendors and internal stakeholders.
• Maintaining team rosters, approving leave, and performing performance management activities.
• Ensuring compliance with regulatory, statutory, and internal audit requirements.
• Championing cyber security, risk management, and operational resilience initiatives.
• Providing mentorship and development for team members.

Required Skills and Experience

• Previous experience in a service desk or service operations environment
• Minimum 4 years in Service Desk/Call Centre environments, with at least 2 years in a Service Centre support role.
• Strong managerial experience overseeing teams of approximately 10 people.
• Technical expertise in Active Directory, Exchange, Azure, telephony, networking, desktop management applications, password resets, onboarding/offboarding, and vendor management.
• Strong problem-solving skills in a complex IT environment, with the ability to troubleshoot and resolve issues independently.
• Experience mentoring and developing team members.
• Knowledge of Microsoft Windows Operating Systems (minimum 2-year exposure).
• Experience maintaining high availability and performance of critical systems.
• Stakeholder management experience, including engagement with senior leaders and business units.
• Exposure to continuous improvement, automation, and operational process optimization.
• Strong planning, organizational, and prioritization skills with the ability to work under pressure.
• Customer-focused with realistic expectations and strong judgement in complex environments.

Additional Details & Benefits

• Flexible working arrangements, especially during onboarding; some night shifts may work from home.
• Exposure to a large, multi-portfolio organization offering diverse experiences and touchpoints.
• Supportive and collaborative team culture, prioritizing people and professional growth.

To Apply

If this sounds like your next opportunity or you would like to hear more, please apply now and submit your resume!