Operations Manager



This is a rare opportunity to join Empired's Managed Services practice as an Applications Operations Manager. You'll be joining some of Australia's best and brightest Managed Services professionals, led by highly engaged leaders; and backed by a supportive executive management team. Based in the Perth CBD working with a very significant customer, this is a great opportunity for a suitably experienced professional to leverage existing technical and leadership experience.

About Empired:

  • With 1,000 professionals across 4 countries, we're a big company with a small feel – we are a welcoming, connected 'family' with a personal approach
  • We provide ongoing support and development for your future career growth
  • We make sure you are connected to your colleagues with the latest technologies
  • Our offices are trendy and modern, with the latest technology and ergonomic equipment
  • We have an awesome social calendar – weekly social gatherings, team sports events
  • We focus on health and wellbeing, including a flexible Work from Home program, fresh fruit, sporting teams, discounted health insurance and much more!
  • We have a fantastic reward and recognition program
  • We’re ASX listed - be rewarded and share in our success with our Employee Share Plans
  • We’re a Microsoft Gold Partner!
  • Deloitte Technology Fast 50 two years running!
  • With 10+ MVPs you’ll learn and work with the industry's brightest leaders

What you will be doing:

  • This is a hands-on role working with internal Empired teams and external vendors to provide a high level of operational service to one of our largest customers
  • Act as a liaison between customers and all internal stakeholders to ensure customer operational delivery expectations are met to contracted levels
  • Provide advice and guidance to the Account Service Delivery Manager (SDM) and the Applications Competency Practice Manager, including planning and meeting customer operational goals and contracted service levels
  • Meet and maintain requirements for the tactical day-to-day operational performance of Empired services, including:
  • Provide day to day leadership to the delivery teams, including management of workflow
  • Service improvement, identifying and driving the execution of continual service improvement opportunities
  • Service quality, including and first point of escalation when required and coordinating corrective action to improve service levels
  • Service performance reporting
  • Ensuring adherence to established ITSM processes
  • Customer satisfaction

What you'll need to be successful:

  • At least 3 years' experience working in an operational delivery position in an information technology solutions environment (preferably within an applications outsourcing environment)
  • Formal ITIL certification (minimum ITIL Foundation v3) with commercial experience of ITIL processes
  • Demonstrable business acumen acquired through career experience
  • Resource management including matrix management and virtual teams
  • Strong negotiation skills with a view to obtaining a win/win situation for all parties and the ability to influence decision process

To Apply

If you are ready to apply, that is great! we’d love to hear from you today! Please click HERE to apply, NOT the “apply now” button below! 

We really want to hear from you, even if it’s just to ask some questions about the job or to have a chat in confidence. Feel free to contact our recruitment team at recruitment@empired.com and we'll be in touch asap. 

Apply now for your chance to be part of our journey!


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