Regional IT Coordinator

2 weeks ago

Perth, Western Australia Stantec Full time
Regional IT Coordinator V )

Description
Communities are fundamental. Whether around the corner or across the globe, they provide a foundation, a sense of place and of belonging. That's why at Stantec, we always design with community in mind.

We care about the communities we serve—because they're our communities too. We're designers, engineers, scientists, and project managers, innovating together at the intersection of community, creativity, and client relationships. Balancing these priorities results in projects that advance the quality of life in communities across the globe.

About the role


This customer facing role will work closely with the Regional IT Manager to manage assigned regional team members that are primarily responsible for supporting their region's IT operations and service delivery.

This role will be responsible for the administrative duties associated with managing, developing resources and addressing issues as required. The role will be focusing on service delivery, continued maturity and development of service delivery practices and processes and improvement of service delivery outcomes

Key accountabilities for this role include

IT Service Delivery and Support:

  • Responsible for IT service delivery in the geographic region of oversight.
  • Responsible for customer service and service delivery in the region and serving as an escalation point for unresolved end user issues and complaints.
  • Responsible for regional IT support services and working closely with the IT Service Centre / Help Desk to meet support needs of end user environment.
  • Ensure that local IT staff use incident management software (ServiceNow) to track user requests support calls.
  • Review and audit service management reports, escalating data as appropriate, reviewing data with team to drive service improvement, and contribute to overall reporting maturity.
  • Work closely with the Regional IT Manager to provide facilities planning services related to IT infrastructure provisioning for office growth expansions, moves, closures, and consolidations.
Responsible for certain aspects of IT Security as outlined in IT Security Practices:

  • Responsible for ensuring that all corporate IT Security policies, practices and procedures are adhered to across the regional operations for which they are responsible/accountable for IT Service Management [i.e., IT Service Delivery and Support].
  • Ensure that servers and network devices in remote offices are located in appropriately secured areas or enclosures.
  • Act as advocates in support of the Security Awareness program and work with the enduser community to foster good security practices.
  • Participate in the investigation of alleged security breaches by helping to determine root cause, impact, remediation, and, if necessary, assisting with disciplinary actions and legal or criminal matters associated with such breaches.
  • Ensuring the safe, secure and effective disposal of Stantec enduser computing devices
  • Ensuring that all security incidents and near misses are reported to the SVP & CIO, VP, Service Management and the ITSC as per Stantec's Security Incident Response Procedure.

Team oversight responsibilities:

  • Conduct career development and performance reviews for direct reports.
  • Supervise Regional staff as defined.
  • Project management locally for regional initiatives.
  • Maintain communications with Support employees, Management, and Regional leadership.
  • Ensure that any incidents, situations, service outages, or vulnerabilities, which could negatively impact the security or integrity of LAN\WAN infrastructure, are immediately reported as per Security Incident Response procedures.
  • Provide monthly status reports to supervisor (or other frequency as required)
  • Maintain strong group communications, regular meetings with both direct reports and supervisors.

Skills & Specifications
Qualifications & Experience

  • Tertiary or industry qualification in Information Technology (or equivalent)
  • 3 years' experience working in an IT environment required
  • Travel will be required, must have valid driver's license.
  • Must have full working rights in Australia

Skills

  • Selfstarter
  • The ability to work with mínimal supervision
  • Demonstrates an outstanding "customer orientated" service management experience
  • Ability to build relationships through strong interpersonal skills (written and verbal)
  • Demonstrated capability for problem solving, decision making, sound judgement and assertiveness
  • Demonstrates the ability to tackle a problem by using a logical, systematic and sequential approach
  • Awareness of the challenges and benefits of working in geographically and culturally dispersed, virtual teams, and willingness to work cooperatively with others in such teams
  • Process orientated, able to work cross functionally in a team environment
  • Promotes innovation and continual process improvement

What we offer
Along with a

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