IT Services & Operations Solutions Manager at Webuild S.p.A.

Perth, Western Australia, Australia -

Full Time

Start Date

Immediate

Expiry Date

28 Jun, 26

Salary

0.0

Posted On

30 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Management, Service Desk Operations, ITSM Platform Governance, ITIL Processes, Incident Management, Request Management, Problem Management, Change Management, CMDB, Knowledge Management, Automation, Workflow Design, Self-Service Capabilities, MDM Toolsets, Directory Administration, Leadership

Industry

Construction

Description

We have an exciting opportunity for an IT Services & Operations Solutions Manager to join the IT Team! In this role, you will effectively lead and mature the organisation’s IT Service Desk and user support functions, ensuring high‑quality, efficient, and modern technical support across all regions. This positon has the ability to be based in any of our main offices in Perth, Brisbane, Sydney and Melbourne. Who we are Webuild in Australia is comprised of Webuild, Clough and e2o. Together, we are a pioneering project delivery company. We harness innovative engineering and construction solutions to improve peoples’ lives today and tomorrow. We deliver large, complex projects for the infrastructure, energy, and resources industries, underpinned by a dedication to innovation, sustainability and getting the job done safely and efficiently. Our business is built on a foundation of strong values, earning us a respected reputation as an employer of a diverse and talented workforce who share in our passion for projects. We are committed to providing our people with opportunities to learn, grow and thrive. By investing in their careers, we are not only supporting the growth of the engineering and construction industries, but ensuing Australia is well-positioned to deliver the nation-building projects that will enable a more sustainable future. Who you are Innovative. Curious. Passionate. Creative. These are just a few words that describe you. Your focus will include: Manage the Service Desk team across all manned locations in the Australian region. Own and govern the ITSM platform (Freshservice), ensuring adoption of ITIL‑aligned processes (Incident, Request, Problem, Change, CMDB, Knowledge). Define and maintain service standards, KPIs, SLAs, and reporting dashboards to drive a high‑performance culture. Identify and implement opportunities to automate manual, repetitive, or high‑volume support tasks to improve efficiency, reduce response times, and enhance overall service quality. Design, build, and maintain automated workflows across service delivery processes, including onboarding, access provisioning, device readiness, request fulfilment, and incident handling. Expand and maintain self‑service capabilities, including automated request pathways, guided digital workflows, and knowledge‑driven solutions, to reduce reliance on human intervention and empower users. What you will bring to the team: Strong knowledge of IT service management and service desk operations. Excellent knowledge of modern IT Service Management (ITSM) toolsets – Freshservice desirable. Excellent knowledge of modern Mobile Device Management (MDM) toolsets – Microsoft Intune, Autopilot desirable. Excellent knowledge and experience in directory administration - Microsoft 365, Active Directory and Entra ID desired Excellent leadership and team management skills. Solid technical background with an ability to give instructions to a non-technical audience. Clough’s people enjoy: A competitive remuneration package Industry leading paid parental leave program from the day you join Flexible and remote work options to manage work and lifestyle commitments Ongoing learning and development opportunities (through Engineers Australia, AIM Training, LinkedIn Learning and more) Excellent end of trip facilities and free gym onsite   Numerous mental health and well-being programs  Special offers on private health insurance, salary packaging, banking, retail and more Exposure to a range of iconic projects and industries   Salary continuance insurance (criteria applies) We’re building a diverse workforce We are committed to building a workforce that reflects the communities in which we work and live, fostering an inclusive environment that accepts every person, embraces their strengths and differences, and provides opportunities for all to achieve their full potential. We are a certified Employer of Choice for Gender Equality by the Workplace Gender Equality Agency, a WORK180 Endorsed Employer for All Women, a signatory of the Veterans’ Employment Commitment, a partner of Pride in Diversity as LGBTQIA+ allies, and an active member of CEOs for Gender Equity. Guided by our Reconciliation Action Plan, we are committed to providing meaningful training and employment opportunities to deliver positive outcomes for Aboriginal and Torres Strait Islander Peoples. As an employer of choice, we strongly encourage applications from individuals of all backgrounds, including women, veterans, Aboriginal and Torres Strait Islander Peoples, and candidates with culturally diverse backgrounds. Apply now to join us! Once we receive your application, it will be reviewed for shortlisting. Should your application be shortlisted we will contact you. Please note: We reserve the right to commence the shortlisting process for this role immediately and the right to remove the advertisement before the closing date. Agency submissions will not be considered for this position. #LI-DW1

Responsibilities

The role involves leading and maturing the IT Service Desk and user support functions across all regions to ensure high-quality, efficient, and modern technical support. Key focus areas include managing the Service Desk team, owning the ITSM platform governance based on ITIL processes, and driving efficiency through automation and expanded self-service capabilities.