It Manager

Be Part of Our Next Chapter

For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!

We’re a global technology company focused on creating dynamic, smart, personalised and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.

Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving.  Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.

The IT manager has overall responsibility for the entire technology infrastructure and operations within Coates.

The role involves managing IT personnel, implementing and maintaining systems and networks, ensuring data security and providing technical support to internal users. The IT Manager plays a crucial role in aligning technology with business objectives and driving innovation within the organisation. The IT Manager provides leadership for those involvement in the development, design and optimization of the foundational business information technology and systems supporting company business operations.

Individual Accountabilities

• Delivering a smooth delivery of services from business-critical systems such as ERP, Email, Calendars, Cyber security applications, networking
• Responsible for IT Service Management, Change Management, Service/Help Desk SLAs and Team performance
• Working with key stakeholders to develop user provisioning (identity, hardware and software)
• Hardware and software asset management
• Conducting regular reporting of IT system costs and budgets
• License management and efficient allocation of licenses across systems that BTS is responsible for.
• Leading the analysis, selection and modification of enterprise systems and application software.
• Participating the design and development of new business systems and changes for current business systems
• Providing subject matter knowledge of user group for practical application of system characteristics
• Proactively identify and managing operational risks
• Maintains certification of the Coates Information Management Security System
• Participates in internal and external audits; oversees and coordinates responses to audit requests
• Responsible for Coates User Business Hardware – Asset Management
• Manages IT operations services and prepares management reports of department activities, tasks, and operational metrics
• Provides leadership and supports the attainment of goals of the IT Steering Committee (ITSC)

Success Factors

• Delivery of regular quantitative measurement of these success factors:
• Uptime of business-critical applications (e.g., ERP, Microsoft E3)
• Uptime of business-critical infrastructure (e.g., Azure VPN, Cloud PC)
• ITSM SLAs (E.g., Onboarding SLAs, Incident SLAs))
• ITOM Operational Level Agreements (E.g., Availability of servers supporting various applications, network management, backups of resource groups)
• Cyber Security metrics (Email security, user training results, policies, procedures, endpoint detection and response, cyber certification and retention)
• Accreditation and maintenance of ISO 27001 ISMS certification
• Definition and implementation of IT Operations Process (such as Service processes, change management processes, infrastructure maintenance processes)

Technical Experience

•  Microsoft Platform, including Azure, Exchange, SharePoint, OneDrive and Office 365
•  Strong technical knowledge of Azure networking
•  Experience with support of Windows Operating Systems, SQL Server and Active Directory
•  Proven experience in IT infrastructure planning, development, and operations
•  PowerShell scripting
•  Azure Server Virtualization
•  Enterprise Backup, Replication and Business Continuity and Disaster recovery mitigation and response
•  Strong understanding of project management principles and practices
•  Strong understanding of Helpdesk and Customer Relations Support systems
•  Strong understanding of ISO27001 requirements

Education and Experience

• Bachelor's degree in Computer Science, Information Technology, or related field (Master's degree preferred).
• Proven experience (10+ years) in IT management roles, with a track record of successful leadership and project execution.
• In-depth knowledge of IT systems, networks, security, and infrastructure technologies.
• Strong understanding of industry best practices, standards, and compliance requirements.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Certification in project management (e.g., PMP, PRINCE2) and relevant technology certifications (e.g., CCNA, CISSP) are desirable