It Operations Manager

Description:
William Buck, more than advisors: We understand that exceptional advice comes from passionate people who thrive in an environment where they feel empowered to shape outcomes. That's why at William Buck, we've created what we like to call the 'Goldilocks' model – a top ten performing business that's just the right size to ensure every employee has a tangible impact.

William Buck is the perfect place to start, grow or take your career to the next level. Be part of a dynamic team that prides itself on delivering advice that makes a difference.

Description of the role: We’re seeking an IT Operations Manager to join our IT team. The IT Operations Manager serves as a senior leadership role and 2IC to the Head of IT, providing strategic leadership across both service delivery and infrastructure operations.

What makes you ‘just right’:
8–12 years in IT operations, service delivery, and infrastructure management.
Excellent communication skills (written, verbal, stakeholder-facing).
Proven experience managing infrastructure lifecycle (procurement through to decommissioning).
Expertise in hybrid environments (Azure, on-prem, cloud-native integration).
Strong background in infrastructure security, compliance, and ISO 27001 practices.
Experience leading Service Desk teams (5–10 staff), including coaching and performance management.
Practical application of ITIL (incident, problem, change, request, knowledge management).
SLA management, reporting, and operational metrics tracking.
Experience with ITSM platforms (e.g. ServiceNow, Jira Service Management, ManageEngine).
Solid technical knowledge: Microsoft 365, Azure, Windows, Active Directory, networking, MDM.
Demonstrated continual service improvement using ITIL and data insights.
Strong cross-functional collaboration with infrastructure, security, applications, and vendors.

What your day might look like:
Lead day-to-day Service Desk operations, ensuring SLA compliance and effective incident, request, and escalation management.
Oversee ITIL processes including incident, problem, and change management (including CAB).
Manage and maintain core infrastructure across Microsoft 365, Azure, networks, and on-prem environments.
Lead, mentor, and develop team members, managing performance, workload, and resource allocation.
Monitor service performance and drive continual service improvement and ITIL maturity initiatives.
Collaborate with stakeholders to align IT services with business needs and improve user experience.
Manage vendors, contracts, and support arrangements.
Support IT strategy, planning, and project delivery.
Ensure compliance with security standards, including ISO 27001, and support audit and risk management activities.

What makes us ‘just right’:
Flexible working to help you balance work and personal responsibilities.
Free company provided Salary Continuance insurance.
In-House Psychologist.
Extended EAP to support you and your eligible family members.
Bi-Monthly Colleague Lunch.
Dress for your day.
Social Club events.
Working in a vibrant and collegiate culture where your contribution is valued.

More about us:
William Buck is a leading network of Chartered Accountants and business advisors, established in 1895, with over 140 partners and 1,100 professional staff across 10 offices in Australia and New Zealand, focusing on deeply understanding clients’ needs and tailoring solutions that go beyond traditional accounting and advisory services.

If you want to join a company where friendships are forged and careers made, then come on over to a place that's delivering more than just advice.

Diversity, equity and inclusion statement:
William Buck is committed to creating an inclusive workplace where diverse perspectives are celebrated, and everyone feels valued.

Prior to the next step in the recruitment process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment process.