Senior Manager, IT Operations

Job description

ABOUT AIRWALLEX Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 250,000 businesses worldwide – including Brex, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us. ATTRIBUTES WE VALUE We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles https://www.airwallex.com/us/operating-principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next. ABOUT THE TEAM 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. WHAT YOU’LL DO 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. RESPONSIBILITIES - 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. WHO YOU ARE - 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. APPLICANT SAFETY POLICY: FRAUD AND THIRD-PARTY RECRUITERS To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com http://airwallex.com email address. Please apply only through careers.airwallex.com http://careers.airwallex.com or our official LinkedIn page. Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary. EQUAL OPPORTUNITY Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.