Manager Service Operations

Location: Melbourne, VIC, Australia; hybrid schedule with three days in the office and two days working from wherever works best for you

Company

hirify.global operates a telecommunications network connecting Australians and focuses on reliable, resilient customer experiences.

What you will do

• Provide operational leadership, training, and development for Service Centre teams.
• Build a high-performance culture focused on customer satisfaction, accountability, and continuous improvement.
• Ensure operational deliverables meet customer expectations and hirify.global policies.
• Review policies and procedures to streamline processes, reduce costs, and improve customer outcomes.
• Coordinate resources, conduct performance reviews, and support development plans.
• Resolve complex customer issues and participate in service reviews, governance forums, and strategic service improvement initiatives.

Requirements

• Proven operational leadership experience in a customer-focused environment.
• Experience supporting enterprise customers within a Managed Service Provider or large IT services organisation.
• Proven ability to drive ITIL practices across Incident, Request, Problem, and Knowledge Management.
• Strong understanding of Managed Network Services operations supporting enterprise and government customers.
• Strong judgment, problem-solving, performance improvement, and relationship-building skills.
• Ability to implement improvements based on performance data and customer feedback.
• Commitment to customer focus, innovation, and improved productivity.

Culture & Benefits

• Competitive remuneration, a $80 monthly credit, discounts on hirify.global products, and retail partner discounts.
• Flexible hybrid working with three office days and two flexible-location days.
• Leave policies include additional Connected days and up to 16 weeks of inclusive, carer-neutral paid parental leave.
• Colleague-led networks and diversity initiatives support inclusion and belonging.
• Free 24/7 counselling and wellbeing support is available in person, by phone, SMS, or video.
• Accessibility adjustments and support are available during the recruitment process.