Technology Services Manager

About Us

Jomablue is a leading player in the events industry. But we're not just about delivering top-notch SaaS and onsite solutions for event professionals; we're also about building careers and fostering growth. Our culture thrives on innovation, collaboration, and the relentless pursuit of excellence.

The Role

The Technology Services Manager reports to the Chief Technology Officer and is key to driving operational efficiency, technical resilience, and customer satisfaction as we scale.

This role will lead our global team as they deliver our internal IT operations and our external product support functions. This critical role bridges internal technical enablement and customer-facing support, ensuring systems, tools, and people are aligned to deliver seamless and proactive service.

You will plan and oversee the team day to day as they support Jomablue’s users ensuring timely resolution of issues, strong communication, and actionable feedback loops to our product and engineering teams. At the same time, you will oversee the management of our internal technology infrastructure and services, enabling staff to do their best work through effective tools, systems, and technical support no matter where in the world they are.

You must be motivated and passionate about great service. Within a small team, you understand that working closely with others and pitching in when necessary helps our team be stronger and reach our goals. This is a flexible position with the opportunity to mix office and home work environments.

When and Where

This is a full-time role based in our Ultimo, NSW office with optional 1 day per week work from home.

To support your connection with our customers and teams you will be required to travel domestically (approx 2 trips per year) and internationally (approx 3 trips per year).

Your Duties

Team Leadership

• Lead, mentor, and develop a cross-functional team responsible for internal IT support and external product support.
• Foster a culture of ownership, service excellence, and continuous improvement across both internal and external support functions.
• Implement and monitor performance metrics and SLAs across support areas.
  
  

Product Support (External)

• Manage day-to-day product support operations including triage, escalation, and resolution of customer issues.
• Work closely with Engineering and Product teams to resolve technical issues and ensure learnings are fed back into product improvements.
• Build out support playbooks, tooling, and processes that enable efficient scaling and a high-quality customer experience.
• Support strategic initiatives such as onboarding, enterprise SLAs, and the evolution of support tiers.
• Internal Technology (IT Operations)
• Oversee internal systems and tools, including device provisioning, identity & access management, and enterprise applications.
• Ensure technical infrastructure is robust, secure, and well-supported for a growing team and hybrid work environment.
• Lead IT change management, system upgrades, and the rollout of new technologies.
• Manage vendor relationships for technology services, hardware, and software platforms.
• Collaboration & Governance
• Act as a key partner in cross-functional initiatives involving technology, security, and service delivery.
• Provide regular reporting to the CTO and key stakeholders on performance, risks, and improvement initiatives.
• Lead our compliance efforts with obtaining agreed credentials (such as SOC2, ISO etc).
  
  

Skills And Experience

While we list some skills and experience items below, we are focused on finding the right person who wants to learn.

Essential

• 5+ years’ experience in a technical support, IT operations, or related leadership role.
• Strong understanding of SaaS product support operations, internal IT systems, and cloud-based tools.
• Proven track record of leading high-performing teams across technical domains.
• Excellent communication, problem-solving, and stakeholder management skills.
  
  

Desirable:

• Experience in scaling support functions within a growing or transitioning technology organisation is highly desirable.
  
  

The Right Fit

We believe strongly in searching for people that are the right cultural fit for our team.

Our Competencies Are

• Communication Excellence - Effective communication ensures clarity, builds relationships and drives alignment across teams and stakeholders.
• Collaboration & Teamwork - Collaboration is about working cohesively towards shared goals, valuing diverse perspectives and fostering a sense of team spirit.
• Customer Focus - A customer focused mindset ensures that we anticipate and meet customer needs, creating positive experiences and driving loyalty.
• Problem Solving & Decision Making - Strong problem-solving involves analysing situations, identifying solutions and making sound decisions, often under pressure.
• Dynamic Adaptability - The ability to quickly adjust to changing circumstances, technologies and requirements while maintaining efficiency and effectiveness.
  
  

What We Offer

• A commitment to your health and wellbeing, including subsidised access to ClassPass for fitness and wellness activities.
• A dynamic, inclusive workplace where diversity of thought is valued and your development is actively supported through mentorship and feedback.
• Competitive compensation and benefits, reviewed annually to ensure alignment with industry benchmarks and your career progression.
• Dedicated leave days and financial support for approved external training, empowering you to pursue professional development.
• Regular ‘Best Practice Workshops’ and knowledge-sharing sessions that promote collaboration and continuous learning.
• A flexible hybrid work model, balancing in-office collaboration with remote work to enhance productivity and work-life balance.
• A strong commitment to diversity, equity, and inclusion, fostering a workplace where everyone feels safe, respected, and empowered.