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About the Role
Ensure our people have the reliable, secure, and responsive IT services they need to succeed by leading the day-to-day delivery of infrastructure and end-user support across Australia and New Zealand. This role involves partnering with global technology teams and external providers to maintain service excellence, keep systems running smoothly, drive operational improvements, manage incidents and performance, and ensure the IT environment remains resilient, compliant, and fit for the future. It's an opportunity for a technically capable leader who enjoys hands-on problem-solving and stakeholder engagement.
Responsibilities
- Lead the day-to-day operation of IT infrastructure and end-user services across Australia and New Zealand, ensuring a stable, secure, and high-performing technology environment.
- Oversee service desk performance and user support, driving timely incident resolution, service excellence, and continuous improvement across IT operations.
- Manage critical infrastructure technologies, including networks, firewalls, SD-WAN, Wi-Fi, remote access, endpoint services, and hardware lifecycle management.
- Partner with global technology teams and external service providers to coordinate infrastructure changes, maintain service levels, and ensure seamless operational delivery.
- Support IT security, regulatory compliance, and risk management initiatives, ensuring operational controls, patching, access management, and audit readiness are consistently maintained.
- Drive operational efficiency through process improvement and automation, leveraging ITIL best practices to enhance reliability, resilience, and business continuity.
- Take ownership of software asset and license management for the ANZ business, providing governance, cost optimisation, compliance oversight, and accurate asset management records.
Requirements
- Proven experience managing IT infrastructure and service delivery, with a strong understanding of networks, end-user computing, and enterprise technology operations.
- Hands-on expertise across core infrastructure technologies, including networking, firewalls, SD-WAN, identity and access management, and endpoint management solutions.
- Strong knowledge of IT service management (ITIL) principles, with experience driving service improvements and working effectively with managed service providers.
- A security-first mindset, with exposure to patch management, vulnerability remediation, access controls, and compliance requirements within regulated environments.
- The ability to lead through incidents and operational challenges, remaining calm under pressure and focused on delivering business outcomes.
- Excellent stakeholder management and communication skills, with the ability to build trusted relationships across technical teams, business leaders, vendors, and global counterparts.
- Relevant IT qualifications and certifications, supported by a continuous improvement mindset and a passion for delivering reliable, high-quality technology services.
Skills
- Networking
- Firewalls
- SD-WAN
- Wi-Fi
- Remote access
- Endpoint services
- Hardware lifecycle management
- ITIL
- Process improvement
- Automation
- Business continuity
- Software asset management
- License management
- Identity and access management
- Endpoint management solutions
- Patch management
- Vulnerability remediation
- Access controls
- Stakeholder management
- Communication
Location
- Australia
- New Zealand
Work Type
- 50/50 hybrid working
Experience Level
- Experienced
Education Level
- Relevant IT qualifications and certifications
Salary/Compensations
- Competitive salary package and annual bonus opportunities
Benefits
- State of the art offices
- Competitive salary package and annual bonus opportunities
- Flexible Public Holiday Exchange: Trade selected public holidays for alternative dates that better suit your personal, cultural, or family commitments
- 50/50 hybrid working, giving you the flexibility to work from both home and office
- 20 weeks paid parental leave for primary carers, 2 weeks paid for secondary carers
- An active Social Club with regular team events and activities
- Ongoing opportunities for career development and professional growth
- A supportive, collaborative culture where your contributions are recognised and valued
About the Company
- Redion is a global care, assistance, and travel insurance provider, helping people stay protected and supported wherever life takes them.
- In Australia, Redion partners with businesses and travellers to deliver travel insurance, emergency assistance, and care services, providing support before, during, and after every journey.
- Backed by a global network spanning more than 190 countries, Redion combines local expertise with worldwide reach to be there when it matters most.
- Guided by our values of Caring, Collaborative, Agile, Reliable, and Experts, we're committed to delivering exceptional experiences for our customers, partners, and people.
- At Redion, we're more than a travel insurance and assistance provider. We're a global care business that helps people navigate life's unexpected moments with confidence and peace of mind.
- Every day, our people make a real difference by supporting customers when they need it most.