Job Overview
Location
Sydney, Australia
Job Type
Full-time
Category
Operations Manager
Date Posted
February 27, 2026
Full Job Description
đź“‹ Description
- • Decagon is at the forefront of conversational AI, revolutionizing customer experiences for leading enterprises. We are seeking a visionary Senior Manager, IT to lead and evolve our IT operations as we scale from 250 to over 500 employees globally. This is a pivotal role responsible for architecting and implementing intelligent, automated systems that support our rapidly expanding international workforce across San Francisco, New York, London, and Sydney. You will be instrumental in transforming our IT function from a tactical support unit into a strategic enabler, leveraging cutting-edge AI-powered workflows, an automation-first mindset, and modern IT Service Management (ITSM) best practices.
- • As the Senior Manager, IT, you will own the company-wide IT strategy and its meticulous execution. This involves defining and implementing a multi-year IT roadmap that is intrinsically aligned with Decagon’s ambitious growth trajectory. Your primary objective will be to ensure our IT infrastructure, systems, and operational workflows not only keep pace with but also proactively anticipate the company's evolving needs. This role sits at a dynamic intersection of IT operations, security, internal tooling, and automation, with dedicated engineering support available for significant tooling investments and custom integration projects.
- • A core responsibility will be to lead and mentor a high-performing team of IT professionals. You will foster a culture of deep ownership, continuous improvement, and collaboration within a hybrid/asynchronous work environment, spanning multiple time zones. Scaling the IT team globally is a key objective, requiring you to attract, hire, and develop top talent across various regions to effectively support Decagon’s expanding international footprint. This includes establishing robust onboarding processes and career development paths for your team.
- • You will take charge of developing and managing the annual IT budget, demonstrating proactive forecasting capabilities for infrastructure, SaaS subscriptions, and headcount requirements. This financial acumen will be crucial in aligning IT expenditures with overall company growth and strategic objectives. A significant focus will be placed on designing and implementing highly scalable automated workflows for SaaS provisioning and deprovisioning, ensuring seamless onboarding and offboarding experiences even amidst rapid headcount fluctuations.
- • Translating company IT policies into actionable, streamlined operational workflows will be a critical function. You will work closely with Security and Compliance teams to ensure that requirements for standards like SOC 2 and ISO 27001 are embedded into automated processes, reducing manual intervention and enhancing compliance adherence. A key initiative will be the systematic replacement of manual IT processes with robust, automated, self-service systems, utilizing APIs, scripting, and modern workflow automation tools to enhance efficiency and user experience.
- • Collaboration will be paramount. You will partner closely with the Internal Tools Engineering team to develop custom integrations that significantly reduce ticket volume and dramatically improve time-to-resolution for IT-related issues. Furthermore, you will drive the evaluation, adoption, and implementation of AI-powered ITSM platforms, aiming to modernize our support delivery mechanisms and enhance overall IT service quality.
- • Vendor management and SaaS procurement will be handled in close coordination with Finance and Security departments. Your role will involve optimizing costs, consolidating tools where appropriate, and ensuring rigorous security reviews and compliance checks are conducted for all third-party solutions. Establishing clear IT governance frameworks and scalable decision-making processes will be essential for maintaining global consistency in security, compliance, and operational standards.
- • You will lead the creation and formalization of AI tools and workflow builders designed to empower employee productivity and self-service capabilities, working hand-in-hand with internal tooling teams. A strong partnership with Security Engineering is vital, operating under a shared responsibility model for critical areas such as device management, access control, zero-trust architecture implementation, and proactive security monitoring.
- • Operational oversight will extend to coordinating and managing the buildout of conference rooms, WiFi infrastructure, and Zoom rooms across our growing portfolio of global offices. Establishing comprehensive metrics and reporting frameworks will be key to measuring IT performance, including onboarding SLAs, system uptime, ticket resolution times, and overall employee satisfaction with IT services. Ultimately, you will scale IT operations to robustly support global expansion while consistently delivering a positive employee experience and maintaining an uncompromised security posture.
🎯 Requirements
- • 5-8 years of progressive IT leadership experience in high-growth SaaS or technology companies, with a minimum of 3 years managing distributed IT teams.
- • Proven track record of successfully scaling IT operations through significant growth phases (e.g., from 200 to 500+ employees).
- • Experience building and leading global IT teams across multiple regions and time zones.
- • Strong technical foundation with hands-on experience in SaaS administration, MDM platforms (e.g., Rippling, Jamf, Intune), and Google Workspace.
- • Demonstrated experience designing and implementing automated IT workflows using APIs, scripting (Python, JavaScript, or similar), or workflow automation tools (e.g., Zapier, Workato).
- • Hands-on experience implementing or maturing Zero Trust architecture and modern endpoint security strategies.
🏖️ Benefits
- • Comprehensive medical, dental, and vision insurance plans.
- • A flexible "take what you need" vacation policy to promote work-life balance.
- • Daily catered lunches, dinners, and snacks provided in the office to support employee well-being and productivity.
Skills & Technologies
Python
JavaScript
GitHub
Senior
Hybrid
$200k-250k
About Decagon
Decagon is an agricultural technology company focused on developing advanced solutions to improve crop yields and sustainability. They specialize in creating controlled environment agriculture (CEA) systems, including advanced greenhouses equipped with proprietary hardware and software. These systems optimize growing conditions such as light, temperature, humidity, and nutrient delivery, enabling year-round production of high-quality produce. Decagon's technology aims to reduce water usage, minimize pesticide reliance, and shorten supply chains, contributing to a more resilient and efficient global food system. Their approach combines biological expertise with cutting-edge engineering to address the challenges of modern farming.
