Senior Manager, Service Operations (ITSM)

Location: Sydney, Australia; hybrid work with up to 2 days per week from home. Flex-Location allows up to 30 days per year working from any location in the world.

Company

hirify.global provides technology and communication solutions for airports, airlines, borders, transportation, and government clients worldwide.

What you will do

• Lead day-to-day 24/7 service operations for critical border-management systems.
• Ensure service levels, operational commitments, availability, and reliability targets are achieved.
• Lead incident management, major incident response, problem management, and operational recovery.
• Manage geographically dispersed service operations teams and develop operational capability.
• Engage customers, business units, portfolio teams, and senior stakeholders to align operational objectives.
• Drive service transitions, automation, standardisation, service improvement plans, and operational efficiency.

Requirements

• 10+ years of extensive experience in service operations, including significant leadership or management responsibility.
• Experience managing service delivery, service-level agreements, incident management, problem management, and change management.
• Strong people leadership skills, including coaching, mentoring, performance management, and capability development.
• Knowledge of IT Service Management and ITIL practices covering incident, problem, change, availability, and service-level management.
• Experience with service reliability, operational resilience, disaster recovery, business continuity, monitoring, dashboards, and KPI reporting.
• Bachelor’s degree in business administration, operations management, information technology, or a related field.

Nice to have

• Experience in government, aviation, border management, or another highly regulated environment.
• Master’s degree or MBA.
• ITIL, Lean Six Sigma, project management, or people-leadership certifications.

Culture & Benefits

• Inclusive environment operating across 200 countries and 60 languages and cultures.
• Flex Day to adjust the workday according to personal plans.
• Up to 30 days per year of work from any location in the world.
• Employee Assistance Program and wellbeing support through Champion Health.
• Professional development through LinkedIn Learning, Microsoft’s Enterprise Skills Initiative, Pluralsight, Harvard Business Publishing, Stanford, and other platforms.
• Competitive benefits aligned with the local market and employment status.