About Us
CitySoft is Australia’s No.1 Sage X3 ERP partner and a globally recognised enterprise solutions provider. We deliver and operate enterprise ERP platforms, including fully hosted customer environments from our own data centre, helping organisations modernise and scale with confidence. Our continued growth and partnerships with some of Australia’s most recognised distribution and manufacturing businesses make this an exciting time to join the team.
Why CitySoft?
- We are Australia’s largest Sage X3 partner and a certified Sage, SAP and Microsoft partner, delivering
enterprise ERP solutions across manufacturing, distribution and finance.
- Privately owned, Melbourne‑based consultancy with a strong track record delivering complex, large‑scale ERP projects
- Clients range from $10M turnover through to $1B+, including some of Australia’s largest and best‑known household names.
- End‑to‑end capability across consulting, technical services, support, PMO and hosting.
Why This Role?
This role is ideal for an experienced IT Manager or senior IT operations leader from a larger organisation who is looking for a change of pace, broader scope, and a role with a strong focus on people leadership, while still remaining hands‑on where required, outside a traditional internal IT function.
It provides the opportunity to lead, develop and manage multi‑disciplinary teams across support, technical and business systems, applying enterprise IT and operational experience across multiple customers rather than a single organisation.
You’ll work closely with, client IT teams, internal infrastructure teams, the PMO and team leads to ensure ERP platforms are stable, secure and well governed, while taking clear ownership of team
performance, operational discipline and delivery outcomes, enabling solution teams to focus on quality and execution.
Key Responsibilities
- Lead and manage support, technical and business systems teams (20+ people), including performance management, coaching, development and workload planning.
- Be accountable for the operational health, stability and availability of customer environments across Sage X3, Sage Intacct, S300 and SAP Business One.
- Own application and operational security expectations, including access controls, segregation of duties, auditability and incident response.
- Own the service desk function and ensure consistent triage, prioritisation, progression and closure of all work.
- Act as the primary escalation point for high‑severity incidents, complex support matters and cross‑customer or systemic issues.
- Work closely with our in-house hosting team to manage risk, clarify responsibilities, and coordinate backup, disaster recovery and recovery activities.
- Manage the technical deployment and installation of ERP solutions, working closely with internal technical teams, infrastructure teams and the PMO to ensure deployments are safe, secure and follow best practise.
- Oversee the execution of SQL database management and maintenance activities, including performance, stability and preventative maintenance, to ensure customer environments are
operating effectively and reliably.
- Ensure all work is logged, tracked and managed in Halo ITSM, eliminating unmanaged or informal activity.
- Involvement in budget planning and management for operational teams, including forecasting, cost control and alignment of resourcing with service and delivery priorities.
- Work with the PMO to ensure effective utilisation of team members, balanced workloads and sustainable sequencing and delivery of planned work.
- Drive continuous improvement in responsiveness, communication, customer experience and root‑cause resolution.
- Coordinate operational change (patches, upgrades, releases and configuration changes) so it is planned, communicated and executed safely.
- Support project delivery and transitions from an operational perspective, working closely with the PMO and infrastructure teams on readiness, cutover and post‑go‑live stability, while
solution ownership remains with ERP Team Leads.
- Set and enforce clear standards around accountability, professionalism, follow‑through and operational discipline.
- Identify and embed automation and tooling improvements, including AI‑assisted workflows, that reduce manual effort and improve consistency and service quality.
What We’re Looking For
- 5+ years’ experience in IT and people management, with a proven ability to lead, develop and get the best out of multi‑disciplinary teams, setting clear expectations and driving accountability and performance.
- A practical leader who is prepared to be hands on where required without losing focus on delegation, standards and accountability.
- Strong commercial & business systems experience, with ERP exposure and involvement in implementations.
- Comfortable owning operational outcomes for production environments, including availability, security, change and incident management.
- Melbourne based with valid Australian work rights.
What We Offer
- A broad operational leadership role with real authority and accountability.
- A diverse enterprise client base ranging across industries from Finance to Manufacturing.
- The ability to apply enterprise IT and operations experience without the constraints of a large corporate IT environment.
- A competitive salary package aligned to experience, with performance incentives.
