We are seeking a highly motivated and experienced IT Services Manager to join our team. In this critical role, you will be responsible for overseeing the delivery and management of all IT services to ensure seamless operations and high levels of user satisfaction.
You will lead the IT team and Managed Service Providers as well as work closely with various departments to align IT services with business objectives. If you are a hands-on IT manager and strategic thinker with a passion for service excellence and a proven track record in IT service management, we encourage you to apply!
Responsibilities:
- Service Delivery Management: Oversee the day-to-day operations of IT services, ensuring consistent and reliable performance across all areas (e.g., help desk, network, systems, applications).
- Hands-On Technical Support & Implementation: Directly configure, integrate, and troubleshoot software systems and infrastructure components when needed, not just managing these activities.
- Team Leadership: Lead, mentor, and manage a small team of IT service professionals, including performance management, training, and development.
- ITIL-style Framework Implementation: Implement and maintain best practices and processes for incident management, problem management, change management, service request fulfillment, and knowledge management.
- Service Level Management: Define, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure service quality and identify areas for improvement.
- Stakeholder Management: Build and maintain strong relationships with internal stakeholders across different departments to understand their IT service needs and ensure effective communication.
- Process Improvement: Continuously identify and implement process improvements to enhance service efficiency, effectiveness, and user satisfaction.
- Vendor Management: Manage relationships with external IT service providers and vendors, ensuring service delivery aligns with contracts and expectations.
- Budget Management: Assist in the development and management of the IT services budget, ensuring cost-effective service delivery.
- Incident and Problem Management: Lead the response to major incidents, ensuring timely resolution and effective communication. Drive root cause analysis and implement preventative measures for recurring problems.
- Reporting and Documentation: Develop and maintain comprehensive documentation of IT services, processes, and procedures. Generate regular reports on service performance and key metrics.
- Infrastructure & Security Ownership: Develop and execute robust infrastructure and cybersecurity strategies, including threat assessment, vulnerability management, and implementation of security protocols and tools.
Requirements / Key Selection Criteria
- Bachelor’s degree in Information Technology, Systems Engineering, or equivalent experience.
- 7+ years of experience in IT service management, with demonstrated experience in a leadership role.
- Technical Skills: Solid hands-on experience with IT infrastructure, systems, and applications, primarily in a MS365 environment. Familiarity with various IT service management tools and technologies (including networks and SASE).
- Leadership Skills: Proven ability to lead and motivate a team, delegate effectively, and foster a positive team environment.
- Communication Skills: Excellent written and verbal communication skills, with the ability to communicate technical information to both technical and non-technical audiences.
- Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions.
- Customer Service Orientation: A strong commitment to providing excellent customer service and ensuring user satisfaction.
- Project Management Skills: Experience with project management methodologies and the ability to manage IT service-related projects effectively.
Preferred but not required:
- ITIL Certification: ITIL Foundation certification; ITIL Intermediate or Expert certifications highly preferred.
- Project Management certification (e.g., PMP, Prince2).
- Hands-on familiarity with standards like ISO27001, Essential 8, SOC 2 or equivalent
About Us
Vitura Health Limited is at the forefront of Australia’s therapeutic medicine sector, pioneering digital healthcare solutions that seamlessly connect patients and providers. Our strategic portfolio of brands—including Doctors on Demand, Canview, CDA Clinics, Candor Medical, Cannadoc, Burleigh Heads Cannabis, Adaya, and Cortexa—redefines healthcare through an innovative ecosystem that integrates cutting-edge technology, patient-centric care, and collaborative partnerships.
Our network delivers comprehensive healthcare management, patient treatment pathways, distribution solutions, prescribing software, education, and streamlined pharmacy ordering. As an ASX-listed company, Vitura demonstrates a strong commitment to transparency, accountability, and sustainable growth.
Our Values
At Vitura, our mission is brought to life through our values:
- Make It Matter: We focus on high-impact work, drive results and adapt fast to deliver what really counts
- Put Patients First: Every decision starts with empathy and keeps safety, experience and improvement at the core
- Raise the Bar: We push for excellence in care, service, outcomes and how we work together
- Think Bold – Act Smart: We are curious, challenge norms, and balance innovation with compliance and care
- Win Together: We build strong partnerships, inside and out, because collaboration fuels growth and success.
- Lead with Integrity: We show up with honesty, humility and respect, owning our actions and evolving with purpose.
Apply now with your resume and cover letter outlining your suitability for this role.
As part of our recruitment process, shortlisted candidates may be invited to complete a brief AI-powered pre-screening interview via Employment Hero. You’ll receive an invitation via email – please check your junk/spam folder if you don’t see it in your inbox within a few business days of applying.
