Head of IT Operations

Nous has an exciting opportunity for a Head of IT Operations to join our IT team, reporting to the CIO. This permanent, full-time position offers the flexibility of a hybrid working model, including time in our state-of-the-art office at Melbourne Quarter on Collins St – a space designed to inspire innovation and collaboration.

We are seeking an accomplished and hands-on, senior technology leader to steer our high performing Operations and Infrastructure team, driving value through cutting edge technology solutions. This role requires a blend of deep technical knowledge across infrastructure and networking, service desk and exceptional leadership abilities to mentor, coach and inspire your team.

This role will ideally suit someone who has prior experience in technical infrastructure roles (networking, Azure, Intune, Entra, M365 etc) and is able to pair that experience with a strategic mindset, to define roadmaps and lead the team to excel.

Key responsibilities:

Lead a team of 7 direct reports in the Operations team, covering the following areas:

Infrastructure Architecture, Design and Uplift

• Manage the design, deployment, monitoring, maintenance, and support of all infrastructure and network, including cloud services to ensure cutting edge solutions
• Ensure the infrastructure and network environment is modern and progressive, aligning with industry evolution, and prepare and execute roadmaps for uplift
• Develop and implement disaster recovery plans and contribute to business continuity plans

Operations Management

• Ensure the continuous and reliable operation of all technology infrastructure, including networks, servers, office technology (including audio visual) end user compute, and cloud services (such as Exchange, Intune and others)
• Oversee the global IT service desk operations to provide high-quality support and quick resolution of IT issues
• Implement and manage IT operational policies, procedures, and best practices
• Implement and manage IT service management frameworks (e.g., ITIL) to improve service delivery and support
• Define and monitor service level agreements (SLAs) with internal and external stakeholders
• Lead incident and problem management processes, ensuring timely resolution and root cause analysis

Team Leadership and Development

• Lead, mentor, and develop a team of IT professionals, fostering a collaborative and high-performance culture, aligned to a strategic direction
• Draw on your deep technical experience to coach and develop team members
• Conduct regular performance reviews and provide professional development opportunities for team members

Security and Compliance

• Collaborate with the Head of Information Security (and security team) to ensure all IT operations are aligned with security protocols and compliance requirements
• Collaborate with the security team to conduct regular security audits and vulnerability assessments and oversee the implementation of necessary security measures
• Maintain up-to-date knowledge of industry standards, regulations, and best practices

Project and Change Management

• Lead and manage large IT operational projects, ensuring they are delivered on time, within scope, and within budget
• Oversee change management processes to ensure smooth transitions and minimal disruption to IT services
• Collaborate with cross-functional teams to support organisational goals and initiatives

Vendor and Relationship Management

• Manage relationships with external vendors and service providers to ensure high-quality service delivery
• Negotiate contracts, monitor performance, and ensure compliance with agreed terms

Budget Management

• Develop and manage the IT operations budget, ensuring cost-effective resource utilisation
• Identify opportunities for cost optimisation and process improvements

You are:

• An exceptional communicator, both written and verbally
• A person with strong interpersonal skills, and the ability to build relationships across the business and influence
• A person with exceptional attention to detail and thorough in approach
• Able to understand the business problem/intent and think beyond the technical

A bit about you:

• 10+ years’ experience in roles across IT operations or infrastructure, including at least 5 years in a senior leadership position
• Strong technical knowledge and experience in networking and modern network fabric design and management within a multi-office global environment
• Strong technical knowledge in Microsoft services, including Azure compute and storage, Entra, Exchange, Intune, M365, Defender and others
• Strong experience leading and improving a service desk, ideally in a global environment
• Relevant tertiary qualifications in Computer Science, Information Technology, or a related field, or equivalent experience.
• Relevant certifications (e.g., Microsoft/Azure certs, ITIL, PMP) are a plus.
• Proven ability to lead and develop high-performing teams.

Finally, the important details…

Nous is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander people. Nous is a flexible workplace that offers consulting opportunities on a full-time and part-time basis. To apply for a role at Nous in Australia you must have Australian Permanent Residency or right to work in Australia. Please note if you are successful in the recruitment process, you will be required to undertake background screening prior to your commencement at Nous.