Taguig, Metro Manila, Philippines · Hybrid
Supporting People. Strengthening Performance. Ready to shape what’s next? At NRI, we turn technology into intelligence, delivering solutions that drive measurable business outcomes. Join our team of 3,500+ local experts …
Skills: IT Operations Management, Service Desk Management, End User Computing, ITIL, Incident Management
Taguig, Metro Manila, Philippines · On-site
Empower Smarter Decisions. Drive Measurable Performance with NRI Ready to drive real outcomes? Join NRI and help transform the way Australia’s leading organisations use technology. We deliver advisory services and soluti…
Skills: Data Engineering, Snowflake, SnowPipe, Dbt, Data Ingestion
Perth, Western Australia, Australia · On-site
Run Stronger. Evolve Faster. Perform Smarter with NRI Ready to shape what’s next? At NRI, we turn technology into intelligence, delivering solutions that drive measurable business outcomes. Join our team of 3,500+ local …
Skills: ServiceNow, TPSM, ITOM, AIOps, Scripting
Melbourne, Victoria, Australia · On-site
As a Consultant Level 1 (C1), you are becoming an expert in your field, working in complex environments and influencing, advising and leading teams, solutions and stakeholders. As a C1, you advise on the most effective w…
Skills: Quality Engineering, Consulting, Agile Methodologies, Stakeholder Management, Solution Delivery
Melbourne, Victoria, Australia · On-site
Joining NRI – Consulting and Advisory Empower Smarter Decisions. Drive Measurable Performance with NRI Ready to drive real outcomes? Join NRI and help transform the way Australia’s leading organisations use technology. W…
Skills: Business Analysis, Guidewire, PolicyCenter, BillingCenter, ClaimCenter
Melbourne, Victoria, Australia · Hybrid
This is a Test Engineer role, where you will be part of our 1400+ strong team of testing experts across the country and have the opportunity to travel around Australia on short assignments. Ideally you will already be in…
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Melbourne, Victoria, Australia · On-site
As an Engineer Level 1 (E1), you are an established part of the Consultancy model and are integral to Planit’s ability to deliver quality and testing solutions. You operate effectively in traditional and agile environmen…
Skills: Quality Engineering, Testing Solutions, Agile Methodologies, Consultancy, Problem Solving
Perth, Western Australia, Australia · Hybrid
Planit are world leaders in application testing and quality engineering. We provide solutions that support organisations to deliver high quality systems, applications, and IT architecture. Planit is now a proud NRI compa…
Skills: Test Management, Test Strategy, Stakeholder Engagement, Risk Management, Test Governance
Taguig, Metro Manila, Philippines · Remote OK
Supporting People. Strengthening Performance. Ready to shape what’s next? At NRI, we turn technology into intelligence, delivering solutions that drive measurable business outcomes. Join our team of 3,500+ local experts …
Skills: Bid Management, Proposal Development, Virtual Team Leadership, Stakeholder Management, Project Management
Sydney, New South Wales, Australia · Hybrid
Within our Enterprise Solutions team—spanning SAP, Oracle, and Salesforce—you’ll play a pivotal role in shaping the platforms that underpin growth, resilience, and competitive advantage. This is a position for someone wh…
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Wellington City, Wellington, New Zealand · On-site
Planit – An NRI Company Where Quality Is Seen, Not Heard At Planit, quality isn’t a checkbox - it’s a craft. As part of NRI, we combine global scale with deep local expertise to deliver quality engineering and testing se…
Skills: Functional Testing, Infrastructure Testing, Network Testing, Test Planning, Defect Management
City of Brisbane, Queensland, Australia · Hybrid
Joining NRI – Consulting Azure Integration Developer Empower Smarter Decisions. Drive Measurable Performance with NRI Ready to drive real outcomes? Join NRI and help transform how organisations connect systems and data. …
Skills: Azure Integration Services, Logic Apps, Azure Functions, Service Bus, APIM
Sydney, New South Wales, Australia · Hybrid
Joining NRI – Consulting Azure Integration Developer Empower Smarter Decisions. Drive Measurable Performance with NRI Ready to drive real outcomes? Join NRI and help transform how organisations connect systems and data. …
Skills: Azure Integration Services, Logic Apps, Azure Functions, Service Bus, APIM
Melbourne, Victoria, Australia · Hybrid
Joining NRI – Consulting Azure Integration Developer Empower Smarter Decisions. Drive Measurable Performance with NRI Ready to drive real outcomes? Join NRI and help transform how organisations connect systems and data. …
Skills: Azure Integration Services, Logic Apps, Azure Functions, Service Bus, APIM
City of Brisbane, Queensland, Australia · Hybrid
Joining NRI – Consulting Azure DevOps Platform Engineer Empower Smarter Delivery. Build Scalable Platforms with NRI Ready to drive real outcomes? Join NRI and help transform how organisations deliver cloud solutions. We …
Skills: Azure Integration Services, Logic Apps, Azure Functions, Service Bus, APIM
Sydney, New South Wales, Australia · Hybrid
Joining NRI – Consulting Azure DevOps Platform Engineer Empower Smarter Delivery. Build Scalable Platforms with NRI Ready to drive real outcomes? Join NRI and help transform how organisations deliver cloud solutions. We …
Skills: Azure Integration Services, Azure DevOps, Infrastructure as Code, Bicep, Terraform
Melbourne, Victoria, Australia · Hybrid
Joining NRI – Consulting Azure DevOps Platform Engineer Empower Smarter Delivery. Build Scalable Platforms with NRI Ready to drive real outcomes? Join NRI and help transform how organisations deliver cloud solutions. We …
Skills: Azure Integration Services, Azure DevOps, Bicep, Terraform, Infrastructure as Code
Brisbane, Queensland, Australia · Hybrid
Empower Smarter Delivery. Build Scalable Platforms with NRI Ready to drive real outcomes? Join NRI and help transform how organisations deliver cloud solutions. We have a strong pipeline of work and are looking for an ex…
Skills: Azure Integration Services, Azure DevOps, Bicep, Terraform, Infrastructure as Code
Brisbane, Queensland, Australia · Hybrid
Empower Smarter Decisions. Drive Measurable Performance with NRI Ready to drive real outcomes? Join NRI and help transform how organisations connect systems and data. We have a strong pipeline of work and are looking for…
Skills: Azure Integration Services, Logic Apps, Azure Functions, Service Bus, APIM
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The IT Operations Manager leads the day-to-day delivery of IT end-user support, managing Service Desk and End User Computing teams. They are responsible for driving continuous improvement of ITIL-aligned processes and ensuring high-quality service delivery across the organization.
Candidates must hold a bachelor's degree in computer science or IT and possess at least 5 years of relevant experience in IT operations or service desk management. Strong knowledge of ITIL practices, ITSM tools like ServiceNow, and proven leadership capabilities are essential for this role.
Supporting People. Strengthening Performance.
Ready to shape what’s next? At NRI, we turn technology into intelligence, delivering solutions that drive measurable business outcomes. Join our team of 3,500+ local experts backed by a global network of 16,000 team members and work on projects that truly make a difference for Australia’s leading organisations.
Our Corporate Services teams power NRI behind the scenes - supporting our people, strengthening our foundations, and enabling sustainable growth. Their work ensures our business runs smoothly, scales effectively, and delivers on its commitments.
The IT Operations Manager leads the day-to-day delivery and continuous improvement of IT end-user support, managing the Service Desk and End User Computing (EUC) teams across multiple departments. Working within the Business Technology Engineering (BTE) team, the role overseas the operations of all front-line support – service desk operations and on desk side services incorporating end user compute.
What You’ll Do:
Lead and manage the Service Desk and End-user Computing (EUC) teams, ensuring high-quality customer support and efficient service delivery in an agile enterprise environment.
Own day-to-day operations for end-user support, including ticket triage, prioritisation, escalation management, and major incident support.
Drive adoption and continuous improvement of ITIL-aligned processes (e.g., Incident, Request, Problem, Knowledge), including documentation and governance.
Partner with Business Technology Engineering to establish, maintain, and regularly review the IT Service Catalogue, including associated SLAs and OLAs.
Implement, develop, and maintain an IT Knowledge Base; ensure content is current, published to the business, and used as the primary reference for Service Desk and EUC activities.
Monitor and improve customer experience, including reviewing CSAT results, identifying themes, and delivering agreed improvement actions.
Drive a culture of AI Adoption and/or automation as per applicable BTE principles.
Lead integration of front-line support operations across all NRI’s subsidiaries supported by BTE.
Coordinate with Security Operations/Security Incident Coordinators during security incidents to support triage, end-user communications, and restoration of impacted services.
Available for afterhours escalation as required in line with NRI’s working hours policy.
Bachelor’s degree in computer science, Information Technology, or equivalent experience.
5+ years’ relevant experience in IT Operations / Service Desk / EUC management.
Knowledge of IT service management and ITIL practices (Incident, Request, Problem, Change, Knowledge, Asset).
Knowledge of SLA/KPI design and reporting approaches.
Strong experience working in enterprise ITSM tools preferably, Service Now
Experience integration of various support teams into a common support structure would be beneficial
Good high level technical understanding of corporate technologies
Ability to design and implement performance reporting for SLAs and KPIs, and drive adherence.
People leadership: manage, coach, and develop a team to consistently meet SLA/KPI targets.
Excellent written and verbal communication; able to engage both IT and business stakeholders.
Ability to design and implement performance reporting for SLAs and KPIs, and drive adherence.
People leadership: manage, coach, and develop a team to consistently meet SLA/KPI targets.
Excellent written and verbal communication; able to engage both IT and business stakeholders.
ITIL® Foundation (or higher).
At Planit, we provide businesses with the vision, precision and independence they need to improve the quality of their software and the way they deliver it. As a global leader in quality engineering and assurance solutions, our 2,000+ consultants are at the forefront of the industry. Every day, they test themselves on a variety of challenging projects across our top-tier client base. We are hungry to learn and drive our industry forward. This permeates the fabric of our culture, with core values centred around continuous growth and excellence, as we look to inspire minds and raise the bar. We embrace and encourage diversity. We strive to create an environment that’s productive, welcoming, fair, rewarding, and fun for everyone. We act with integrity and harness sustainability as a catalyst for positive change. Ready to test yourself and grow your career? Visit our Careers tab or www.planit.com/careers
Offices: 309 Kent Street, Suite 1, Level 9, Sydney, NSW 2000, AU · 550 Bourke Street, Level 6, Tenancy 3, Melbourne, VIC 3000, AU · 216 St Georges Terrace, Level 10, London House, Perth, WA 6000, AU · Level 7, 110 Mary Street, Brisbane, QLD 4000, AU · Thames Tower, Station Rd, Level 2, Reading, Berkshire RG1 1LX, GB
At Planit, we provide businesses with the vision, precision and independence they need to improve the quality of their software and the way they deliver it. As a global leader in quality engineering and assurance solutions, our 2,000+ consultants are at the forefront of the industry. Every day, they test themselves on a variety of challenging projects across our top-tier client base. We are hungry to learn and drive our industry forward. This permeates the fabric of our culture, with core values centred around continuous growth and excellence, as we look to inspire minds and raise the bar. We embrace and encourage diversity. We strive to create an environment that’s productive, welcoming, fair, rewarding, and fun for everyone. We act with integrity and harness sustainability as a catalyst for positive change. Ready to test yourself and grow your career? Visit our Careers tab or www.planit.com/careers
Offices: 309 Kent Street, Suite 1, Level 9, Sydney, NSW 2000, AU · 550 Bourke Street, Level 6, Tenancy 3, Melbourne, VIC 3000, AU · 216 St Georges Terrace, Level 10, London House, Perth, WA 6000, AU · Level 7, 110 Mary Street, Brisbane, QLD 4000, AU · Thames Tower, Station Rd, Level 2, Reading, Berkshire RG1 1LX, GB
