IT Manager

About Us

At TSA Group, we design and deliver contact centre solutions for some of the world’s leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government. With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.

We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.

Company Description

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the countrys largest brands, across eight call centres in Australia and internationally.

We’re a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

Job Responsibilities

Operational leadership 

• Lead enterprise IT operations across infrastructure, cloud, networks, and applications 

• Maintain service availability and performance 

• Own incident, problem, and change management 

• Lead major incident response and recovery 

• Maintain operational runbooks and escalation paths 

• Monitor performance of information technology systems to determine cost and productivity levels, and to make recommendations for improving the IT infrastructure. 

• Help define IT infrastructure strategy, architecture, and processes. 

• Plan, organize, control, and evaluate IT operations. 

• Manage IT staff by recruiting, training, and coaching employees, communicating job expectations, and appraising their performance.  

• Design, develop, implement and coordinate systems, policies and procedures. 

• Act in alignment with user needs and system functionality to contribute to organizational policy.  

• Identify problematic areas and implement strategic solutions in time.  

People leadership 

• Lead IT teams and managers 

• Set performance expectations 

• Conduct reviews and development plans 

• Build succession capability 

• Drive accountability culture 

Service delivery 

• Lead IT service management practices 

• Improve Service Desk performance 

• Track service metrics 

• Reduce repeat incidents 

• Improve customer satisfaction 

 Vendor and commercial management 

• Manage IT suppliers and contracts 

• Control licensing and service costs 

• Lead procurement activities 

• Monitor vendor performance 

• Enforce contract obligations 

 Governance and compliance 

• Maintain IT policies and standards 

• Support audits and reviews 

• Align IT practices with regulatory duties 

• Maintain documentation and evidence 

• Ensure Zero Business Impact for changes. 

 Stakeholder engagement 

• Partner with executives and business units 

• Communicate risks and impacts 

• Provide clear reporting 

• Support business initiatives

 Qualifications

• 10+ years of enterprise IT experience, including 5+ years in IT management roles

• Degree (or equivalent) in IT or related field

• Certifications in cloud platforms (Azure or AWS) and ITIL; cybersecurity or risk management certification preferred

• Strong knowledge of IT governance, compliance frameworks, and ISO 27001 standards

• Proven experience in enterprise IT operations within large-scale, hybrid, and regulated environments

• Extensive background in service desk, NOC, and 24x7 support models

• Demonstrated expertise in major incident management, problem management, root cause analysis, and ITIL operational processes

• Experience with monitoring and alerting platforms, change and release management, and coordinating multiple service providers

• Strong leadership capabilities with formal people management training

• Strategic thinker with excellent critical thinking, decision-making, and problem-solving skills

• Exceptional project management, prioritization, communication, and stakeholder engagement abilities

• Proven ability to remain calm under pressure and effectively support business-critical systems

• Strong data analysis and reporting capabilities

 

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