Service Operations Manager

Whether you’re working from home or on your way to the office, chances are you’re probably reading this because you’re seeking a new adventure, or you’re up for a new challenge. GROW Inc might just be that for you! 

So, who is GROW Inc? 
Founded in 2016, we’re the Australian FinTech success story you probably haven’t heard about. We’re solving big problems in the Superannuation and Managed Funds industry. The administration platforms (the software that tracks everything to do with your super) are built on things you or your parents would recognise from the glory days of 90’s computing.

How are we doing it?
We’re solving this by disrupting the wealth management industry with DLTA, our platform built on Distributed Ledger Technology which improves the financial wellbeing of Australians. We’re making Super more timely and information more accessible whilst enabling wealth management companies to offer more cost effective solutions.

We’re rebels with a cause. We’re authentic, diverse, and embrace our differences as we continue to put a dent in the universe. We know diversity of thought helps us to build better solutions for our customers which is why we encourage the entire GROW team to bring their whole selves to work each and every day. 

As we continue our high growth trajectory, we are seeking an accomplished leader in Service Management to lead our drive towards enhanced efficiency and excellence in all aspects of our Operational delivery. This role will support our Operations teams and clients by ensuring stability of our Production Systems, acting on issues quickly and effectively and ensuring the smooth operation of software applications and systems in a live environment. 

As well as this you will also be looking at enhancing the streamlining of systems and best practice tools to support both IT Operations in their day to day delivery, reducing costs of IT spend. We are looking for a seasoned professional to work together with both Product and Technology, Operations and Clients to ensure all agreed SLA’s are managed and communicated, optimising the collaboration with the broader GROW organisation. Key responsibilities include:

• System Availability and Uptime and Security
• Incident resolution
• IT Asset Management
• Promote and support best practices
• Facilitate Communications
• Management of the Service Desk and IT Operation functions

At GROW, we believe that experience and passion matter more than just qualifications on paper. However, to be successful in this role, we’re ideally looking for:

• Tertiary education in information technology, information management, business management or related field

• Strong leadership skills, must have prior experience managing and leading teams

• Experience leading the delivery of a customer focused IT Service Operations function within a matrix organisation

• Experience implementing and continuously maturing an service management framework and processes at an enterprise level within a matrix organisation

• Comprehensive documentation abilities

• Adaptability, able to embrace change and effectively respond to evolving project requirements and priorities

• Incident Management experience. Familiar with various IT Ops tactics such as Blameless Post Mortem, ‘5 Why’ problem solving techniques, and SMART action plan setting methods.

• Proven hands-on experience in a production support role, with a focus on system administration or cloud infrastructure (e.g., AWS, or Google platform).

• Previous hands-on experience with any monitoring and alerting tools such as ElasticSearch, Cloudwatch, Sentry, Dynatrace, Sumologic etc.

• Experience Creating and managing API SLA dashboards to track and report on service levels availability and performance. 

• Prior experience integrating alerting systems with various messaging platforms such as Slack, Microsoft Teams, Email would be ideal.

• Experience in developing strategies to improve customer experience, drive operational efficiencies, improve processes and generally adopt a spirit of continuous improvement

• Excellent problem-solving and troubleshooting skills with a good understanding of the OSI model.  

We value diversity of thought and believe that everyone has the ability to make a difference here at GROW. We understand that you may not meet every requirement requested, however if you’re inspired by our mission and feel that you’d be a great fit for our team then we’d still love to hear from you.

Why you’ll love working at GROW

• Birthday Leave - Take an extra day off per year on your birthday!
• Weekly Pay Cycle - No more waiting for PayDay!
• Hybrid Work Arrangement - We have a true hybrid arrangement!
• Exciting Discounts - Think movie tickets, gift cards & even electronics

Looking for a job can be stressful and we don’t want you agonising over the wording of your cover letter, so don’t include one. Just make sure your CV is well-written and detailed enough so we can get a better idea of the type of person you are. Even if you don’t meet every single requirement, but you feel inspired to join our mission, we encourage you to send in your application. You never know, you could be the perfect person to join our team!

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant