Senior Manager, IT Operations

About the role

Serve as the primary Corporate IT leader for your region, ultimately owning the end-to-end IT experience in region. Primary guide, mentor, and manager, to the regional IT Operations team, fostering a culture of trust, collaboration, and excellence. Ensure high-quality and consistent IT support for Airwallex staff, acting as an escalation point for complex issues. Collaborate with global and regional leadership teams, effectively communicating priorities and managing high-pressure situations. Drive internal process efficiencies, vendor management, procurement, and oversee office expansions or decommissions. Partner with INFOSEC and IT Engineering on security priorities and innovation initiatives. Monitor and report on key IT metrics/KPIs, ensuring optimal service delivery and ongoing IT health. Leverage AI technologies and emerging tools to streamline workflows and enhance team effectiveness.

Responsibilities

• Serve as the primary Corporate IT leader for your region, ultimately owning the end-to-end IT experience in region.
• Primary guide, mentor, and manager, to the regional IT Operations team, fostering a culture of trust, collaboration, and excellence.
• Ensure high-quality and consistent IT support for Airwallex staff, acting as an escalation point for complex issues.
• Collaborate with global and regional leadership teams, effectively communicating priorities and managing high-pressure situations.
• Drive internal process efficiencies, vendor management, procurement, and oversee office expansions or decommissions.
• Partner with INFOSEC and IT Engineering on security priorities and innovation initiatives.
• Monitor and report on key IT metrics/KPIs, ensuring optimal service delivery and ongoing IT health.
• Leverage AI technologies and emerging tools to streamline workflows and enhance team effectiveness.

Requirements

• Exceptional written and verbal communicator, fluent in English.
• 4+ years of experience leading IT teams in multinational, tech-driven environments.
• Expertise with Apple technologies and SaaS-driven organizations.
• Proven ability to successfully implement and utilize AI in operational settings.
• Strong leader with a player-coach mindset and hands-on technical expertise.
• Demonstrated experience as an administrator for core SaaS tools (Slack, Google Workspace, Okta, etc.).
• Regional leadership experience managing multiple offices and international teams.
• Skilled in performance management and driving team improvement.
• Familiar with procurement processes, vendor management, and related technologies (ERP, PR/PO, finance systems).
• Able to manage multiple projects simultaneously, collaborate globally, and adapt standards to local needs.

Qualifications

• Master's degree in Computer Science, Information Technology, or a related field.
• CISSP or equivalent cybersecurity certification preferred.
• Experience with ITIL, ServiceNow, or similar ITSM frameworks.
• Experience with cloud services such as AWS, Azure, or Google Cloud.
• Experience with project management tools such as Jira or Microsoft Project.

Skills

• Strong problem-solving and decision-making skills.
• Excellent interpersonal and communication skills.
• Ability to work independently and as part of a team.
• Experience with ITIL, ServiceNow, or similar ITSM frameworks.
• Experience with cloud services such as AWS, Azure, or Google Cloud.
• Experience with project management tools such as Jira or Microsoft Project.

Benefits

• Comprehensive benefits package including medical, dental, vision, and life insurance.
• Flexible work schedule and remote work options.
• Professional development opportunities and training programs.
• Employee referral program.
• Generous vacation policy.

Pay

$175K - $280K

Schedule

Full-time, Monday to Friday, 9 AM to 5 PM.