Senior Manager, IT Operations

The Corporate IT team at Airwallex is dedicated to providing exceptional IT support, building robust technical solutions, and leading complex, strategic projects across the business. We are focused on supporting Airwallex's employees-our core customers-by delivering secure, delightful, and trusted experiences through our IT Operations, IT Engineering, and IT Business Partnerships teams.

Our mission is to be the engine that amplifies the impact of every Airwallex team member.

As a Senior Manager on the IT Operations team, you will play a pivotal role within Corporate IT at Airwallex. You will lead the delivery of a best-in-class support experience for our employees, lead new office launches and regional expansions, and ensure fast, effective service desk support. You are an excellent communicator, comfortable with both written and verbal communication, and skilled at collaborating with colleagues locally and internationally.

Acting as a bridge between IT support and operations, you will keep our business running smoothly while serving as a "player-coach" for your team. You'll set the standard for excellence, act as an escalation point for complex issues, and proactively tackle challenges as they arise. Your focus will be on streamlining our internal workflows and continuously improving our technology, documentation, systems, and processes.

- Serve as the primary Corporate IT leader for your region, ultimately owning the end-to-end IT experience in region.

- Primary guide, mentor, and manager, to the regional IT Operations team, fostering a culture of trust, collaboration, and excellence.

- Ensure high-quality and consistent IT support for Airwallex staff, acting as an escalation point for complex issues.

- Collaborate with global and regional leadership teams, effectively communicating priorities and managing high-pressure situations.

- Drive internal process efficiencies, vendor management, procurement, and oversee office expansions or decommissions.

- Partner with INFOSEC and IT Engineering on security priorities and innovation initiatives.

- Monitor and report on key IT metrics/KPIs, ensuring optimal service delivery and ongoing IT health.

- Leverage AI technologies and emerging tools to streamline workflows and enhance team effectiveness.

- Exceptional written and verbal communicator, fluent in English.

- 4+ years of experience leading IT teams in multinational, tech-driven environments.

- Expertise with Apple technologies and SaaS-driven organizations.

- Proven ability to successfully implement and utilize AI in operational settings.

- Strong leader with a player-coach mindset and hands-on technical expertise.

- Demonstrated experience as an administrator for core SaaS tools (Slack, Google Workspace, Okta, etc.).

- Regional leadership experience managing multiple offices and international teams.

- Skilled in performance management and driving team improvement.

- Familiar with procurement processes, vendor management, and related technologies (ERP, PR/PO, finance systems).

- Able to manage multiple projects simultaneously, collaborate globally, and adapt standards to local needs.