Manager Service Operations (MSP)

TL;DR

Manager Service Operations (MSP): Leading Service Centre teams to ensure operational excellence and flawless customer service with an accent on ITIL best practices and Managed Network Services. Focus on streamlining processes, reducing costs, and driving continuous service improvement for enterprise and government customers.

Location: Hybrid (Sydney or Melbourne, Australia). Work arrangement: 3 days in the office, 2 days remote/home.

Company

hirify.global is an Australian telecommunications company providing over 11 million services across mobile, broadband, and digital solutions.

What you will do

• Provide operational leadership, training, and development to Service Centre teams to ensure outstanding performance.
• Foster a high-performance culture centered on customer satisfaction, accountability, and continuous improvement.
• Review and optimize policies and procedures to streamline processes and reduce operational costs.
• Coordinate resources to ensure efficient alignment between various service teams.
• Conduct performance reviews and establish clear professional development plans for team members.
• Handle complex customer concerns and participate in operational governance forums.

Requirements

• Proven experience in operational leadership within a customer-focused environment.
• Experience supporting Enterprise customers within a Managed Service Provider (MSP) or large IT services organization.
• Expertise in driving ITIL best practices across Incident, Request, Problem, and Knowledge Management.
• Strong understanding of Managed Networks Services supporting enterprise and government clients.
• Ability to implement improvements based on performance data and customer feedback.
• Must be based in or able to work from Sydney or Melbourne.

Culture & Benefits

• Flexible working arrangements (3 days office, 2 days remote).
• Competitive remuneration and colleague discounts, including $80 monthly credit and 25% off hirify.global products.
• Inclusive paid Parental Leave of up to 16 weeks.
• Additional 'Connected' days for focus on culture, family, health, or community.
• Free 24/7 access to counseling and support services.
• Active diversity and inclusion networks (Culture Connect, Elevate Women, etc.).