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Practice Lead - Digital Operations


Empired is looking for a new Practice Lead to lead the Digital Operations team in Melbourne!

The Role 
As the Practice Lead, you will lead the Digital Operations Team in VIC, responsible for the quality of solutions delivered through the Practice to Empired’s clients. This role ensures best practice methodologies and frameworks are adhered to and contributes to maintaining the capability of the national Practice. Your technical expertise will keep you close to the solutions being delivered and your leadership capability will ensure your teammates are learning from your experience. 

You will: 
  • Manage and guide the Digital Operations team to provide a high-quality service in accordance with Service Level Agreements and within an ITIL service management structure. 
  • Be the escalation point for P1-P2 incidents supporting team and involving other teams to fix the issues in coordination with the Service Delivery Manager. 
  • Supporting the Practice Manager in the development and delivery of the practice business plan through implementing local service offerings. 
  • Providing visible leadership across our services to develop strong client relationships leading to high customer satisfaction outcomes (NPS). 
  • Provide Technical Leadership guidance for ongoing management of our client’s applications and environments (as required). 
  • Work with the Digital East Coast Solutions Architect to plan client advisory services and evolve Devops standards across our client environments for continued digital product evolution services. 
About you 
We are looking for a person with experience in delivery of managed services and supporting clients who is looking for the next progression in their career.  This role would suit a senior support consultant who would like to step up into leading a team.  Empired has a vibrant culture and aims to give the best to its people.  So, if you like scaling to new heights and working with the latest Microsoft solutions then you’ll slot right in. 
Have you got? 
  • 5-10 years of experience in managed services or DevOps environment, service management, IT, systems integration, consulting, and development. 
  • 5+ years’ experience in digital platforms, technical leadership and quality assurance 
  • Experience in running or operating in a leadership role in managed service or operations teams, with a high-level understanding of the principles of both managed services and project service transition (both in and out).  
  • Experience working with complex client requirements as they relate to the technologies delivered by Empired/Intergen.  
  • Strong people management skills and a track record of dealing directly with clients.   
  • Excellent written and verbal communications skills and proven ability to identify early, manage and resolve issues.   
Why join us?  
Because it means being part of an exceptionally talented group of people that deliver leading edge advice and solutions to our clients. 
We want you to love it here as much as we love having you! So, aside from offering a great job in fantastic locations with plenty of opportunities to train and progress your career we offer; mobile allowance, learning and development opportunities, discounted health insurance and so much more.  

What next? 
Head on over to our website to really get to know us and find out more about who we are and what we get up to.  
We really want to hear from you, even if it's just to ask some questions, or to have a chat in confidence.  

Apply online now!
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