About us HammondCare is a not-for-profit, values-based organisation that is passionate about improving the quality of care for people in need. As one of Australia's most innovative health and aged care providers, we aim to set the global standard of relationship-based care for people with complex needs. HammondCare provides care primarily through hospitals, residential care homes and home-based care as well as services for dementia support, community palliative care, rehabilitation, positive aging and older persons' mental health.
About the role The Service Operations Lead is a key role within HammondCare, responsible for providing specialist support services, leading Service Management practices, Continuous Service Improvement and providing assistance to the Head of Service Delivery.
This role is based at St Leonards and has working from home options with flexibility to work from other HammondCare sites if required. What we can offer you We care about your wellbeing at HammondCare and as a result offer a wide range of health and lifestyle benefits including:
NFP salary packaging ($15,900 tax free) plus meals and entertainment benefit (up to $2,650 tax free)Additional leave purchase options and 14 weeks paid parental leaveFlexible working options, including hybrid arrangementsDiscounts on everyday products and servicesDiscounted healthcare memberships - access to network of fitness centres and pools for employees and familiesFree access to independent counselling support for employees and familiesHealth & Wellbeing programmesReward & Recognition programmesReferral bonusesCareer and professional development opportunitiesKey Responsibilities include Incident Management - Taking ownership of incidents with engagement of the various teams and business engagement (Communication)Lead the Service Management practicesActing as an internal technical reference point for colleaguesLead Change Management process, ensuring attendance of Change Advisory Board and adherence to change processes Ensuring high level technical queries are escalated to other IT teams according to established proceduresCreation of processes for the IT team and wider business to follow to improve IT functionsTaking ownership of internal escalations for issues that have not been addressed in an appropriate manner. Seeing these through to resolution and ensuring knowledge is capturedEnsuring projects and initiatives follow service transition to supportParticipating in vendor cadences, working closely with vendors and holding them accountableEnsuring Problem Management is at the forefront of the technical teamAvailability as an escalation point via managed on-call rosterOwnership of ServiceNow and drive pipeline of workReview and work with third party MSP for Service Desk practiceAbout You Commitment to engage and align with HammondCare's Christian Mission, Motivation and Mission in Action.A minimum of three years demonstrated experience in a senior/lead support role in an IT environmentStrong technical knowledge of Desktop hardware and both standard and customised (in-house) softwareStrong understanding of ITIL practices and completion of ITIL trainingStrong analytical and problem solving skillsGood time management and communication skillsAbility to manage multiple problems at once and prioritise issuesStrong people management, customer service, interpersonal and negotiation skillsStrong project management skills and an ability to prioritise multiple tasksExcellent oral and written communication skillsWell organised, proactive, collaborative, service-based work ethicHands on approach with balanced technical, planning and strategic focusBachelor's Degree or equivalent education in ITKnowledge of ServiceNow, preferrable advancedTo Apply If you are ready to make a difference with HammondCare, Apply Now!
Pre- Employment Checks All short-listed applicants will be asked to consent to a criminal record check and references. HammondCare is committed to creating an inclusive workplace that promotes and values diversity and inclusion. We strive on creating an equal employment environment where everyone from any background can be themselves.
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