Esri Australia is the exclusive local distributor of Esri's world-leading Geographic Information System (GIS) software and a key member of the Boustead Geospatial Group (BGG) - the largest network of ArcGIS specialists outside the United States. Our cutting-edge geospatial technology is transforming the way we work, live, and interact with the world, helping shape a better future. As we continue to grow and evolve, we’re looking for exceptional talent to drive our mission forward. About the Role We're looking for an experienced ITS Operations Manager to lead and oversee service desk and systems administration functions across our organisation. In this role, you'll ensure seamless IT service delivery, drive performance across BAU, project, and transformation initiatives, and champion continuous improvement through ITIL-aligned practices. You’ll manage teams across multiple locations, support strategic planning, and foster strong stakeholder relationships to deliver reliable, high-quality IT support across the business. Here’s what a typical day will look like: Lead and support ITS teams by mentoring, training, and fostering a high-performance culture across multiple locations. Oversee service desk operations and ensure ITIL processes (incident, change, request, problem management) are effectively implemented and maintained. Drive continuous improvement by identifying and implementing enhancements to service delivery and team efficiency. Manage project and BAU workload prioritisation, resource planning, and contractor engagement to meet business needs and SLAs. Maintain strong stakeholder communication, provide timely reporting, and support strategic planning and project roadmap development. Ensure IT systems and infrastructure align with cybersecurity frameworks (e.g. NIST/ISO 27001) and uphold robust documentation and business continuity practices. About You Please note you need to obtain satisfactory AFP National Police Check certificate pre-employment. To be successful you will need to bring along: Tertiary qualification in Information Technology or related fields. 5 years of technical project management, systems administration or similar. Strong leadership skills with a track record of mentoring and motivating high-performing teams Solid knowledge of Microsoft 365, Azure, and passion for SaaS/cloud solutions Sound knowledge of ITIL practices, ITIL certification highly regarded. Excellent customer service, stakeholder engagement, and communication skills Proven ability to manage competing priorities, drive outcomes, and solve complex problems Passion for continuous learning and improving service delivery standards. You must hold current permanent and full-time working rights in Australia. Attitude and behaviour align with Esri Australia's core values. Why Esri Australia At Esri Australia, we foster an inclusive, people-centric environment that values both professional excellence and personal well-being. Joining us, you will be provided with: Empowered Flexibility : We offer flexible work arrangements to promote work-life balance. New employees are required to attend their local office full-time for the first two weeks to ensure a comprehensive onboarding experience before agreeing to a hybrid model. Investment in your Growth : Access dedicated training and development programs, allowing you to continuously upskill and grow in your role. Career Advancement : We promote internal mobility, and provide clear pathways for career progression, empowering you to navigate and elevate your professional journey. Appreciation and Engagement : Enjoy a range of benefits, including Paid Parental Leave, Employee Reward Gateway, Salary Continuance Insurance, Referral Spotter Fees, Staff Awards, Engaging Events, and much more. Performance Recognition : Experience a financially rewarding Profit Share Bonus. For further details or if you have any questions, please contact our Talent Acquisition team on 1300 635 196 or by mail at careers@esriaustralia.com.au. We are a 2025 Circle Back Initiative Employer – we commit to respond to every applicant. Please note that Esri Australia does not accept unsolicited resumes from recruiters or employment agencies.
