IT Service Operations Lead

2 weeks ago

Sydney, New South Wales, Australia ED - Group Support Functions Full time

About us:


The purpose of endeavourX is to bring the best of data, design and tech to make drinks experiences easy & inspiring for everyone.endeavourX operates as cross-functional agile teams solving prioritised customer problems with dedicated resources from within endeavourX & beyond.


Our agile
teams are empowered to innovate and deliver an excellent experience for our customers - no matter whether they
choose to shop in-store, or online.

With an industry-leading technology team, backed by analytics, we're resourceful and willing to experiment.

Endeavour Group has separated from Woolworths during calendar year 2021 and is well-positioned as an ASX Top 50 Company. Join the team at an exciting time in their evolution

About the Opportunity

Reporting into the Application Services Senior Manager, this pivotal role will be responsible for delivering superior customer service to the business through improving IT Service Management process maturity, compliance and incident/event response.


A day in the life of an IT Service Operations Lead

  • Implement, operate and improve IT service operations practices particularly incident management, problem management, service request management & fulfillment processes ensuring IT deliver value back to business
  • Work together with stakeholders to gather data and analyse improvement opportunities on operational processes and tools.
  • Plan, organize and manage Support staff to ensure appropriate coverage to meet business needs and Service Level Agreements (SLAs) and to achieve excellence in customer service and satisfaction.
  • Lead the rollout of new processes or improvements to existing processes or tools and systems, and provide the necessary training to the Support Team and stakeholders.
  • Drive the implementation and continual improvement of incident and problem management procedures and documentation to align with best practices and addressing triage/analysis, response, resolution, escalation and communication.
  • Identification and management of IT services against Business Outcomes
  • Understand Application Risk and Participate in DR events
  • Manage the project transitional elements of new services to BAU and ensure all relevant support partners are skilled and capable of supporting the new services
  • Proven ability to drive continuous improvement and challenge the status quo
  • Prepare and maintain documentation (procedures, technical documentation and process diagrams associated with IT Infrastructure).
  • Assist with identification and mapping of Service components and relationships within the wider Enterprise IT organisation
  • Provide insights that enable proactive management of a defined & agreed set of business outcomes
  • Developing accessible business & IT services knowledge
  • Directs the improvement of IT performance in accordance with business needs
  • Benchmark services to enable business to measure performance and baseline for service improvement
  • Collaborate across IT to regularly review services to ensure they are fit for purpose and delivering to business outcomes
  • Produce regular reports with a focus on proactive problem management and serviceimprovement to guide business and IT on risk
  • Work with Service Partner leads to develop advanced approaches, methodologies and innovations to drive significant business outcomes
  • Develop and mature business outcome SLAs, OLAs & XLAs
  • Accountable for the IT Business Service Quality, Continuity & Operations of IT services
  • Develop policies and procedures for the service management team ensuring regular review & continuous improvement to ensure alignment to organisational requirements & industry best practice
  • Drive & deliver timely & effective issue escalation and ensure a clear understanding of business impacts within IT tech services, partners to deliver prompt resolution and mínimal disruption to business activities
  • Configuration of Alerts (Cloud Environments, PagerDuty etc)
  • Drive and execute Proactive Problem Management to further reduce incidents.
  • Drive Root Cause Analysis and implement appropriate automation and self healing capability
***
What you'll need to succeed

  • Bachelor's degree in Computer Science, Computer Information Systems, Management Information Systems, or equivalent
  • Indepth understanding and experience with ITIL framework and ITSM best practices specifically Change and configuration management as well as Continuous Improvement Planning (CIP).
  • 5 years of job related to ITSM work experience and process management.
  • ITIL certified to a minimum of foundation level but preferably to higher ITIL v3 certification
  • Excellent stakeholder management skills, a strong influencer and negotiator
  • Demonstrated awareness in applicable IT change and problem management processes. Provide accurate task estimates for self and others
  • High level of experience managing tier 1 service partners in a large and complex IT environment
  • Cloud certification (Azure / AWS / GC

  • Service Desk Team Lead

    2 weeks ago

    Sydney, New South Wales, Australia Brennan IT Full time

    Brennan ITWe are a national company with a reputation for delivering technical excellence and high-quality service to our customers. It's why we have been ranked as Australia's No. 1 Managed Services Provider for the past 10 years in a row.Benefits of working at Brennan IT:An awesome team of people to work with Flexible working arrangements Opportunity to...

  • Service Manager

    2 weeks ago

    Sydney, New South Wales, Australia Lead Group Consultancy Full time

    Service manager position for leading pump manufacturer Competitive salary Relocation Assistance providedAre you an experienced and driven individual with a passion for leading and optimizing service operations? Are you looking for an exciting opportunity to join a renowned pump manufacturer as a Service Manager? If so, we have the perfect position for...

  • Operator, Leading Hand

    2 weeks ago

    Sydney, New South Wales, Australia Service Stream Full time

    Primary LocationSydney Water - D4C - Maintenance ServicesJob Description Summary#LI-DNIAbout the RoleDepartmentField ServicesHow to ApplyIf this sounds like you apply now to the Service Stream Recruitment Team via the online application button.

  • Service Technician

    2 weeks ago

    Sydney, New South Wales, Australia Lead Group Consultancy Full time

    Opportunity to join a company with a great working culture Collaborative team environment Ongoing training and supportThe Company:Join a leading Australian-based global company specializing in desalination and water recycling. We're seeking a Service Technician based in Sydney, NSW, responsible for operating and maintaining Water Treatment plants. As a site...

  • Test Lead

    2 weeks ago

    Sydney, New South Wales, Australia Zone IT Solutions Full time

    We are looking for Test Lead.RequirementsExperience:Develop the test strategy and plan to ensure the correct methodology and procedure is in place to support the testing deliverable for FIT. 8+ years of experience in Testing especially with Telecom Domain. Good hands-on experience with Amdocs CRM and Billing module Identify and manage testing resources...

  • IT Operations

    2 weeks ago

    Sydney, New South Wales, Australia Latitude IT Full time

    Join a globally renowned premier brand in the Digital Agency landscape Work in a Apple / MAC technology environment Good opportunity to learn new skills and be mentored by experienced colleaguesReporting to the Technology Director, but with day-to-day advice and guidance coming from the Senior IT Operations Analyst in the team who will guide you towards...

  • Talent Acquisition Team Lead

    2 weeks ago

    Sydney, New South Wales, Australia Brennan IT Full time

    Why work for Brennan?At Brennan IT, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bring new ideas to the table and see them thrive. Our people are empowered, unique, considerate, supportive, trusting and accepting being the cornerstone of the business.Brennan IT...

  • Desktop Services Operations Lead

    2 weeks ago

    Sydney, New South Wales, Australia Macquarie Group Limited Full time

    Bring your leadership and customer service skills, energy, and creativity to lead our Desktop Engineering Operations Lead role. As part of the Desktop Engineering Team, you will be supporting a combination of project and BAU work, along with continuously improving existing systems and processes currently in place. Our team is looking for a motivated...

  • Event & Hub Lead

    2 weeks ago

    Sydney, New South Wales, Australia Mantel Operations Full time

    Event and Hub LeadSince our inception in November 2017, Mantel Group has grown to 900 people becoming one of Australia's & New Zealand's fastest growing technology companies. We were honoured and humbled last year and again this year, to be recognised as Australia's Best Place to Work. As an Australian private business we continue to have ambitious plans to...

  • Customer Concierge Operator/digital Service

    2 weeks ago

    Sydney, New South Wales, Australia Service NSW Full time

    Customer Concierge OperatorDigital Service RepresentativeParramatta Contact CentreCustomer Concierge Operator - SNSW Clerk Grade - starting annual salary $58,346 (pro rata)Digital Service Representative - SNSW Clerk Grade 2/- starting annual salary $58,346 (pro rata)Superannuation and annual leave loading is in addition to the above salary rangesDigital...

  • Operations Lead Operations

    2 weeks ago

    Sydney, New South Wales, Australia Startops Full time

    Operations LeadImplement strategies to reduce shrink and ensure inventory accuracy, maximizing product sell-throughLocation:SydneyJob Tags: OperationsAbout The Role- The Operations Lead role at Mejuri involves overseeing the customer journey, focusing on operational excellence, and maximizing product sell-through - Responsibilities include managing retail...

  • Service Designer

    2 weeks ago

    Sydney, New South Wales, Australia Latitude IT Full time

    Collaborative, supportive, Values driven environmentGreat coffee (and a variety of tea) and fresh fruitAvoid the traffic: we are outside the CBD and close to public transportService Designer - Director LevelReimagine the contact center of the futureLarge Scale transformation Projects - Customer Experience ManagementService Designer Role at a Leading Global...

  • Devsecops Lead

    2 weeks ago

    Sydney, New South Wales, Australia Latitude IT Full time

    Opportunity to lead and shape the organization's security strategy A supportive and inclusive culture that encourages career & personal growth Competitive salary and comprehensive benefits packageDevSecOps LeadWe are looking for anDevSecOps Lead to join the team As a DevSecOps Lead, you will have the opportunity to shape and lead the development and...

  • Operations Lead

    2 weeks ago

    Sydney, New South Wales, Australia Qantas Airways Limited Full time

    At Qantas Loyalty, our teams come together to create new and unique customer experiences Challenge yourself and take the next step in your career Fulltime and permanent position based at our Head Office in MascotQantas Loyalty is a high performing business and has a history of launching exciting new brands and services that make a difference to its millions...

  • Service Technician

    2 weeks ago

    Sydney, New South Wales, Australia Lead Group Consultancy Full time

    $40-$50 per hour depending on experience Vehicle + Phone + Laptop provided Service and maintenance in HVAC & BMCS systemsLooking for service technicians to join the company as my client is looking to expand their team in the commercial air conditioning sector.Service and maintenance in the HVAC and BMCS systems.Ideally they are looking to recruit HVAC...

  • Customer Service

    2 weeks ago

    Sydney, New South Wales, Australia Lead Group Consultancy Full time

    Provide excellent customer service and manage customer inquiries Manage customer orders and ensure timely delivery of goods Communicate with internal departments to resolve customer issuesThe Company:My client is a leading supplier of raw materials and ingredients to the food and beverage industry in Australia and New Zealand. They currently seek a highly...

  • Operations Lead

    2 weeks ago

    Sydney, New South Wales, Australia Telstra Full time

    Employment TypePermanentClosing Date26 Apr :59pmJob TitleOperations LeadJob SummaryJob Description:Telstra Business Technology Centre (TBTC) provides Communications and ICT solutions to small and medium Telstra business customers. The TBTC network is part of a fully branded Telstra channel designed to provide professional services to support business...

  • Service Desk Lead/service Operations

    2 weeks ago

    Sydney, New South Wales, Australia Balance Recruitment Full time

    This government agency is located in the centre of metropolitan Sydney. They are looking for an IS Service Desk Lead to manage a team of 3 staff. Start ASAP in a contract till end June 202 Generous daily rate Office based roleThis contract role will see you manage a team of 3 technical specialists responsible for the operational maintenance of the...

  • Infrastructure Technical Lead

    2 weeks ago

    Sydney, New South Wales, Australia Zone IT Solutions Full time

    We are seeking a skilled Infrastructure Technical Lead. You will be responsible for providing technical leadership and guidance to the infrastructure team, overseeing infrastructure projects, and ensuring the stability and efficiency of our IT infrastructure.RequirementsBachelor's degree in Information Technology, Computer Science, or a related field....

  • Service Technician

    2 weeks ago

    Sydney, New South Wales, Australia Lead Group Consultancy Full time

    Opportunity to join a company with a great working culture Collaborative team environment Competitive base + Super + CarThe Company:A renowned Australian-based global company, specializing in desalination and water recycling, is currently in search of a Service Technician based in Sydney. This individual will be responsible for the day-to-day operation and...