IT Services Manager

The Pepperstone story started in 2010. We know what it’s like to trade the world’s markets. Our team describes us as a place for the curious and the driven, and we like to do things a little differently; as a transformative global fintech we’re digital, nimble, connected, and united in our vision to create a better way to trade. 

We thrive on progress – for our clients and for ourselves. Our organisational culture is ever-evolving, vibrant, diverse, global and results focused. You’ll find our 550+ team currently across 11 locations and 9 time zones. 

The Role 
Our technology team thrives on inclusivity and collaboration, believing that diverse perspectives lead to great solutions. We foster a culture that champions individual growth, professional development, and work-life harmony. We're invested in your success and dedicated to supporting you every step of the way. We encourage our team to bring challenge thinking and fresh ideas to the table and our Agile approach empowers us to focus on outcomes. When we hire someone it's because they bring the skills, attitude and experience we're looking for....so we let you do what you're best at! Join us and be part of a community that's passionate about harnessing technology's potential to drive market leading solutions for our clients. Elevate your career in an environment where your ideas matter, your growth is nurtured, and your potential is limitless.

The IT Services Manager exists to oversee the delivery and management of all internal IT services to ensure seamless operations and high levels of user satisfaction. The role will lead a team of IT professionals and work closely with various departments to align IT services with business objectives. The role also includes managing the Service Desk function across the group, ensuring optimal service delivery and driving continuous service improvement.

As our IT Services Manager, your key responsibilities include, but may not be limited to:

• Service Delivery Management: Oversee the day-to-day operations of internal IT services, ensuring consistent and reliable performance across all areas (e.g., help desk, network, business systems and applications). Ensure IT services are not just efficient but user-friendly.
• Team Leadership: Lead, mentor, and manage a team of IT service professionals, including performance management, training, and development in Melbourne and Cyprus. Coach and mentor junior staff, identifying development opportunities aligned to current and future responsibilities of the team.
• Level 3 and 4 Technical Support: Respond to user requests for technical assistance in a prompt and courteous manner. Manage and review call queues, ensuring expectations are being met regarding timeliness and quality of outcomes. Log, prioritize, and track support requests via the ticketing system.
• Framework Implementation: Implement and maintain best practices and processes to ensure the support desks are aligned with internal process for incident management, problem management, change management, service request fulfillment, and knowledge management. Including continuously identify and implement process improvements to enhance service efficiency, effectiveness, and user satisfaction.
• Service Level Management: Define, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure service quality and identify areas for improvement. Implement and monitor KPIs for staff, reporting achievement to leadership via appropriate mediums (regular reporting, dashboards, etc.).
• Stakeholder Management: Build and maintain strong relationships with internal stakeholders across different departments to understand their IT service needs and ensure effective communication. Build relationships with customers via positive interactions, leveraging opportunities for communication, collaboration, and bi-directional education.
• Vendor Management: Manage relationships with external IT service providers and vendors, ensuring service delivery aligns with contracts and expectations. Oversee MSP and vendor governance, including managing outsourcing contracts, performance reviews, and cost control.
• Incident and Problem Management: Support the response to major incidents, ensuring timely resolution and effective communication. Participate in root cause analysis and implement preventative measures for recurring problems.
• Risk Management: Identify business risks related to IT services and mitigate them proactively.
• Cross-Team Collaboration: Work with DevOps, engineering, and cybersecurity teams to ensure cohesive IT operations. Engage with Cloud Engineering team to support cloud workloads, cost optimization, and governance across Azure, AWS, and GCP. Align with security team to develop and deploy user access protocols and controls.

About You

●  Bachelor's degree in Information Technology, Computer Science, or a related field (relevant experience may be considered in lieu of a degree).

●   7+ years of experience in IT service management, with demonstrated experience in a leadership role.

●   Solid understanding of IT infrastructure, systems, and applications. Familiarity with various IT service management tools and technologies.

●   Understand WAN, SD-WAN, VPNs, firewalls, endpoint protection, and compliance standards like ISO 27001.

●   Proven ability to lead and motivate a team, delegate effectively, and foster a positive team environment.

●   Excellent written and verbal communication skills, with the ability to communicate technical information to both technical and non-technical audiences.

●   Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions.

●   A strong commitment to providing excellent customer service and ensuring user satisfaction.

●   Experience with project management methodologies and the ability to manage IT service-related projects effectively.

●   Inquisitive, curious, and innovative when it comes to technology and data solutions.

●   Strong problem-solving and decision-making abilities, with a focus on delivering exceptional customer outcomes.

●   Demonstrated experience in mentoring, supporting, and developing teams.

●   Exceptional communication and interpersonal skills to interact with stakeholders at all levels of the organization.

●   An ability to manage multiple priorities and work under pressure in a fast-paced environment.

●   Bonus Points If You Have:

o   ITIL Certification: ITIL Foundation certification; ITIL Intermediate or Expert certifications highly preferred.

o   Project Management certification (e.g., PMP, Prince2).

●   Ability to live the Pepperstone values

●   Committed to ongoing learning and development

Why you will enjoy working with us

• Competitive salary structure including company bonus scheme
• Genuinely collaborative and friendly culture
• Flexible and hybrid working
• Remote working option - work from anywhere for up to 6 weeks per year, in addition to hybrid working as standard
• Ongoing personal development & learning opportunities
• 15 weeks paid primary carers parental leave & 4 weeks paid secondary carers leave
• 3 paid volunteering days per year & Workplace Giving Program
• Frequent events and celebrations including a standard weekly social
• Beautifully renovated large office at Collins Square - 727 Collins Street, Melbourne
• Best in class end of trip facilities including bicycle parking, change rooms & showers
• A full stocked kitchen, onsite coffee machines with locally sourced coffee beans (this is Melbourne after all) and curated specialty teas
  

About Pepperstone 

We’re a regulated online Forex and CFD trading platform. With the scale of a global fintech and the agility of a start-up, we arm our clients with everything they need to take on the global markets with confidence. You will be part of a wider passionate and friendly team, and whilst things may not always go to plan, we learn quickly and move forward with impact. To learn even more visit Pepperstonecareers and www.linkedin.com/company/pepperstone/

We understand it’s important to do due diligence on a prospective employer, see what our team are saying on Glassdoor. We respect our team members’ experiences and will never pay to remove a negative review.

Pepperstone is an equal opportunity employer. We are passionate about building a diverse workplace and strongly encourage applications from any background.

“We are a 2025 Circle Back Initiative Employer – we respond to every applicant”.

We will be reviewing applications as they come through, so if this is an opportunity that excites you, don't wait. Express your interest by clicking the apply button below as soon as possible.

Note to external agencies: While we appreciate the efforts of external recruitment agencies, we prefer to engage directly with applicants for this opportunity.

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