Job Title: Senior IT Service Manager, APACLocation: Sydney Office (McMahons Point) - Hybrid working availableReporting to: Director of Technology APAC, Production & Operations (Design + Engineering)Right to work: Candidates must have full Australian working rightsPurpose of the roleThe Senior Service Manager is responsible for the day-to-day management of the tech function in the APAC region including the management of Servicedesk tickets and leadership and mentoring of a small APAC based IT Support Team. This role will also lead the continuous improvement of processes and systems, promoting strong collaboration across the global and regional technology teams.Key Responsibilities and AccountabilitiesCommunicates complex written and spoken information and ideas to multidisciplinary stakeholders and can explain technical concepts to non-technical colleagues.Responsible for the development of technical support functions including formulating local policy, development and management of support staff.Over-arching management of technical incidents, change management and requests through the global Service desk system for the APAC business.May support ad-hoc teams, familiarising team members with a specialist project.Engaging global stakeholders on projects and utilising persuasion skills for selling/promotion of ideas and services; negotiating to achieve win-win outcomes.Solves complex problems using analysis and information from a range of sources.Has subject matter specialist knowledge of WINTEL, MACOS, AWS, and O365 environments.Builds and maintains global relationships with peers throughout the Technology division and service provider community.Evaluates factors and risks that impact on services, operational processes, resources and strategic direction to enable most appropriate route of change.Leads regional change and development projects, while also being a regional lead for global technology projects.Knowledge, Skills, Training & ExperienceTechnical support management/delivery experience in a complex/large scale business.Able to manage relationships with stakeholders, colleagues and users in pursuit of delivering a high quality of technical support/Servicedesk function.Good analytical skills and able to make sense of complex and technical problems quickly.Effective problem solver with ability to examine and re-engineer processes, procedures and practices.Ability to work under pressure and demonstrate resilience to ensure the correct solution is selected with a full understanding of the costs, timescales and risks involved.IT competence with aptitude for learning new technologies and processes with a focus on Service Desk, Cloud technologies and processes. E.g O365, AWS, etc.Experienced in understanding Service Levels, contractual obligations and working to deliver high quality support on this basis.Understands the provision of data analytics and its potential uses in end user experience and automation.Ability to prioritise and plan technical projects, balancing priorities and deadlines.Able to deliver technical process ownership, obtaining agreement of and effectively communicating policies across the functional area.Able to deliver technical projects on-time and on-budget while managing process from requirements to delivery.Communicates written and spoken complex information and ideas to multidisciplinary stakeholders and can explain technical concepts to non-technical colleagues.Please click the Apply button to share your CV along with a cover letter.Diversity and inclusion matter to you, as it does to us.We value and respect every employee's unique contribution, enabling them to thrive and achieve their full potential. We want to attract the broadest range of people because the more diverse our workforce, the better able we are to elevate the voices and truths of modern life to resonate with our diverse audiences.
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