Operations Manager

Our Why

At Datacom, we work with organisations and communities across Australia and New Zealand to make a difference in people’s lives by harnessing the power of technology to innovate and grow. We are committed to service excellence, innovation, and a vibrant, inclusive culture that empowers our people to achieve their best.

About the Role (your why)

The Operations Manager role is responsible for overseeing and managing the operational activities across key client accounts. This role involves managing all facets of operations, driving measurable improvements in efficiency, client satisfaction, and overall service quality. The Operations Manager is responsible for leading Datacom operations with core areas of focus involving people management, sales operations management and client support. The Operations Manager will provide high level services and solutions to clients.

What you’ll do

• Strategic Leadership:
• Develop and implement strategic initiatives that improve service delivery metrics (e.g., SLA compliance, client satisfaction) and drive operational efficiencies.
• Lead the evolution of our managed IT services, integrating best practices into every facet of the operation.
• Operational Excellence:
• Oversee day-to-day operations to ensure compliance with established procedures and industry standards.
• Translate functional plans into actionable operational processes and set clear, measurable outcomes such as improved client retention and cost-saving targets.
• Performance Management:
• Monitor team performance by reviewing response times, analyzing problem logs, and identifying trends to preempt issues.
• Recommend technology enhancements and process improvements, including hardware/software upgrades, to boost productivity.
• Financial Stewardship:
• Manage operational budgets, forecasting, and financial performance, ensuring alignment with business objectives and organisational priorities.
• Service Improvement:
• Drive continuous improvement initiatives aligned with ITIL and ITSM best practices, leveraging platforms such as ServiceNow to enhance service delivery and client support.

What you’ll bring

• Broad and deep understanding of technical infrastructure projects and related technology dependencies
• Demonstrated understanding and implementation of Service Delivery disciplines
• Strong financial management practices with a clear understanding of the relationship between costs, utilisation and project revenue.
• 10+ years of relevant experience.
• Demonstrated experience in managing people and teams.
• Financial management, including cost estimation and budget tracking and reporting.
• Ability to manage complex issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
• Exercises judgment in selecting methods, techniques, and evaluation criteria for obtaining results. Establishes and assures adherence to budgets, schedules, work plans, and performance requirements.
• Prevents erroneous decisions to avoid critical delay(s) in schedules and/or unit operations that may jeopardise overall business activities.
• Ability to frequently interact with a variety of stakeholders and team members, normally involving matters between functional areas, other Datacom divisions, customers and the company.
• Ability to build and lead collaborative teams to achieve organisational goals and objectives.
• Proven analytical and problem-solving skills. Excellent customer relationship building and management skills. Strong influencing and persuasive ability

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.