Workplace Technology Services Lead

Description:

We're currently partnering with an Australian financial services organisation who are looking for a Workplace Technology Services Lead to work with the business across Service Management & Leadership, Access Management & Governance, Stakeholder Engagement and Service Transition.
The role will be offered on a full-time permanent engagement and the client currently operate a hybrid work model of three days per week onsite, salary on offer is a package of up to $160,000 per year (inclusive of super) with an additional bonus of up to 10%.
Responsibilities:

• Support the Service Operations Manager in leading and supporting the ongoing establishment of a ITIL Service Operations capability.
• Contribute to the ongoing service improvement plans across ITIL processes, collaborating with each process owner and wider Tech groups.
• Contribute to the Employee Service Centre and Service Catalogue uplift including the lifecycle management of the Service Catalogue.
• Provide advice and expertise on IT Service Management activities in context of the Service Management Tools in use, including ServiceNow.
• Drive continuous improvement initiatives within the IT service operations, implementing best practices, tools, and methodologies to enhance efficiency, reliability, and performance.
• Work closely with our ServiceNow Managed Service provider to articulate requirements, validate/test workflows, and approve changes into production.
• Act as a 2IC to the Service Operations Manager role as needed.
• Oversee the IT Onboarding and Offboarding process across to ensure the delivery of exceptional Day 1 experience for new starters.
• Ensure established reporting is in place to monitor and track the delivery of all tasks associated with the Onboarding and Offboarding processes.
• Govern the processes to ensure the IT Service Desk can successfully deliver tasks set against the agreed SLA's i.e. Disabling of Accounts.
• Govern the Working from Home (WFH) process and requirements including scheduling the delivery and collection of WFH assets.
• Govern the Software and Hardware Asset Management process within ServiceNow including the creation of Hardware Models, retirement of assets and consumables.
• Develop and implement strategies for the full lifecycle management of software and hardware assets, including procurement, stock level management, deployment, maintenance, and retirement/disposal.
• Identify continual service improvements to uplift the processes and adopt product uplifts within ServiceNow.
• Govern the stock controls required within ServiceNow to ensure these are suitable for reporting and alerting of stock levels.
• Ensure that the Managed Service delivers against the agreed SLA for Monthly stocktake reports, with a focus on assets and consumables of high value.
  Required Skills & Specialisms:
• Bachelor's degree in Information Technology, Computer Science, or related field.
• Must have strong leadership experience
• ITIL V3 or V4 practitioner stream certifications or course completion are highly desirable.
• Leading ITSM transformation and supporting the transition of services from project delivery to ongoing operational support.
• Proficiency in ITIL framework, incident management, problem management, change management, knowledge management, hardware and software management and service level management.
• Excellent interpersonal skills, particularly regarding positive relationship building and communicating effectively through both verbal and written communications.
• Demonstrated the ability to effectively lead a team and balance competing priorities.
• Experience in environments with strong formal change control restraints.
• Experience in reviewing, collating and sending out communications.
• Good understanding of digital solutions.
• A strong level of resilience and good problem-solving techniques, when dealing with challenging operational issues.
• Focus on setting and maintaining high quality standards in our processes, and the development and retention of our team members.
• A proactive approach to business development, continuous improvement and account ownership.
• Ability to interpret software contracts, consumption and entitlement data and leading or co-ordinating software vendor audits.
• Sound knowledge of the software asset management lifecycle.
• Strong knowledge of the hardware asset management lifecycle.

If you're a Workplace Technology Lead with strong experience in Service Management & Leadership, Access Management & Governance, Stakeholder Engagement and Service Transition apply now via the link provided. Any questions can be directed to Peter at Peter.Li@talentinternational.com