What you'll do...
In this role, you will lead the Ford Australia's IT Help Desk and Workplace Technology Services across four sites, managing a team of five and ensuring seamless service delivery. Responsibilities include vendor management, process optimization, and maintaining a robust IT infrastructure while adhering to corporate standards and safety regulations. We are looking for someone with strong technical skills, a customer-centric approach, and proven leadership behaviours.
This on-site position is based at our International Market Group Product Development Center in Campbellfield, Victoria, and reports to the IT Manager – Australia & New Zealand.
Main Responsibilities:
Lead and manage all IT Help Desk and Workplace Technology Services, serving as the primary point of contact and escalation point for IT service issues. Support the execution of the workplace experience strategy and roadmap.
Manage vendor partner services to ensure they meet service-level agreements, contractual obligations, and outcomes. Manage customer satisfaction and NPS measures across the Ford Tech Lounge. Providing overall support to customers of applicable IT services globally.
Designing and executing strategic solutions for IT Help Desk / employee technology support services / Senior Leadership support / Site IT planning to deliver measurable uplifts in Team member experience, and process, and cost optimization goals.
Delivering outcomes by managing service improvement programs, improving processes, optimizing and automating request and incident processes, tracking and analyzing help desk performance metrics and using data to drive improvements.
Champion corporate IT standards and process. Create and maintain comprehensive support documentation. Ensure resolutions are documented and added to the organization's knowledge repository.
You'll have...
Bachelor's degree in information technology or Equivalent.
Minimum 5 years in a similar role in a relevant industry.
5+ years' experience managing IT Helpdesk Operations and Employee Technology Services and IT Operations strategy for a large organization.
Excellent communication and interpersonal skills. Strong customer focus with a continuous improvement and innovation mind-set. Demonstrate high standards of professional behaviours and interpersonal skills when dealing with staff, contractors, and suppliers of all levels across the business.
Demonstrated experience managing high value technology contracts, negotiations and relationships. Commercial proficiency, cost-benefit analysis, validation and negotiation skills.
Proven ability transforming IT Helpdesk services and delivery of employee workplace technology services. Experience within ServiceNow/ITSM toolset and establishing reporting dashboards and self-service capability.
Even better, you may have...
Knowledge & experience in the following areas: supporting IT, Business and Vendor managed infrastructure, including servers, networks, storage systems, telecommunication network and virtualization platforms.
Ability to maintain positive attitude and influence the team culture when faced with demanding internal customer expectations and changing requirements.
Strategic mindset and strong analytical, systemic thinking and problem-solving skills.
Creative thinker/problem solver and ability to consider multiple points of view (flexibility).
Negotiation skills with ability to create leverage.
Project planning skills, with ability to stay organized while managing multiple project components and programs.
About us…
As the world changes, we will continue to adapt and lead. At Ford, we are committed to innovation and delivering exceptional customer experiences. We are evolving to focus on services, experiences, and software that will continue to power the freedom of movement for all Australians.
As a household name in Australia with almost 100 years of history, Ford is committed to delivering quality vehicles and exceptional customer experiences. Today, our Product Development team plan, design, develop and test vehicles for global markets, including the award-winning Ranger and Everest. Our National Sales Company team provide marketing, sales and service expertise, supporting our national dealer network, with focus on providing amazing customer experiences.
Ford Australia is committed to building an inclusive work environment and welcome applications from First Nations, LGBTQ+, culturally and linguistically diverse backgrounds, people with disability, and people across all life stages.
As part of our commitment to driving equity and inclusion for all, we are now recognised by WGEA as an Employer of Choice for Gender Equality.
All qualified applicants will receive consideration for employment and all effort will be made to ensure diverse interviewers. If you require any support or adjustments to the recruitment process, please contact Sarah at ******.
Candidates for positions with Ford Motor Company must be legally authorised to work in Australia. Verification of employment eligibility will be required at the time of hire.
-Applications will close on Monday 25 November 2024, however, please do not delay your application as interviews will commence before this date-
Please note due to the high numbers of applications we will only be able to contact shortlisted candidates.
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