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

• Own support and continuous improvement

• Manage IT infrastructure across ANZ including:

- End-user devices (Intune-managed)

- Network, firewalls, and connectivity

-Microsoft 365 ecosystem (Entra ID, SharePoint, Teams)

• Ensure high availability, performance, and lifecycle management of assets

• Maintain and continuously improve ANZ IT security posture including:

- Endpoint security (Defender, EDR)

- Identity and access management

- Compliance with global security standards

• Support audits, risk assessments, and incident response

• Enforce policies (e.g., password standards, access controls)

• Enforce ITIL-aligned processes including:

- 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 role

Who we are

At 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.