Driven by the passion to improve quality of people's lives, WS Audiology continues to grow as market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively.We are seeking an enthusiastic, experienced IT Manager, who demonstrates strong leadership skills in a infrastructure and Application service desk environment. Equally important will be your communication skills, patience and positive attitude.This is a great opportunity for a IT Manager who has proven experience managing enterprise applications, A strong understanding of IT infrastructure and experience implementing or operating ITIL/ITSM frameworks. You will be working from our Head Office in the city, Milton QLD with one day working from home.As an IT Manager, your responsibilities will be but not limited to:
Lead and manage end-to-end IT operations across ANZ (L1-L3 support)
Own service desk performance, ensuring SLA adherence and continuous improvement
Drive adoption of the Global Service Desk portal and standardized processes
Act as escalation point for major incidents (SEV1/SEV2) and coordinate resolution
- Incident, Problem, Change, and Release Management
Maintain and improve change control processes and governance forums
Track and report on KPIs, SLAs, and service performance
Ensure documentation, SOPs, and knowledge base are maintained
Stakeholder & Business Engagement
Act as the primary IT contact for ANZ business stakeholders
Build strong relationships across retail, wholesale, operations, and finance teams
Translate business needs into IT solutions and priorities
Provide clear communication on incidents, changes, and initiatives
Vendor & Financial Management
Manage local IT vendors and service providers
Ensure value for money, performance, and contract compliance
Support IT budget management, cost optimisation, and forecasting
Team Leadership
Lead and develop the ANZ IT team including Service Desk and application support
Foster a high-performance, customer-focused culture
Provide coaching, development, and performance management
Support organisational change aligned to the OneIT model
About you
5+ years in IT operations, with leadership experience
- 3+ infrastructure and service desk support
Proven experience managing enterprise applications (ERP - ideally Business Central or Dynamics)
Strong understanding of IT infrastructure, cloud (M365), and end-user computing
Experience implementing or operating within ITIL / ITSM frameworks
Demonstrated experience managing incidents, escalations, and service delivery
Strong stakeholder engagement and communication skills.
Applicants must be Australian or New Zealand citizens, permanent residents, or hold valid working rights in Australia or New Zealand to be considered for this roleWho we areAt WS Audiology, we provide innovative hearing aids and hearing health services.Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.Sounds wonderful? We can't wait to hear from you.WS Audiology is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.
