IT Service Desk Manager

1 week ago

Sydney, New South Wales, Australia Container Exchange Services Full time

Introduction:


You will lead the Service Desk team and processes to drive high quality service, including incident, service request and problem management, service desk SLAs across all teams, communicating & leading major incident response and RCA's, reviewing & improving the service desk processes and tooling, analysing ticket trends to eliminate or shift left repeat issues, ensure the KB is maintained, and supporting go-to-market activities including CAB and Release plans.

This role includes client facing support, reporting and communication, and will require occasional after hours work.

About CES

We believe there is a better way to recycle that positively impacts individuals, communities, and the environment.

We keep drink containers out of oceans and landfill and transform them into resources that can be used again and again.

We provide services and technology to enable the circular lifecycle of a drink container. Our services include IT technology, payments, brand experience, customer support, and materials trading.


Container Exchange Services (CES) is a joint venture between Coca-Cola Europacific Partners and Lion that was established to provide scalable and sustainable solutions for Container Deposit Schemes (CDS) in Australia and around the World.


Description:

The key deliverables of the role:
Lead, develop and coach a customer focused Service Desk team for a growing client facing organization.
Manage the delivery of all Service Desk incidents, service requests and master data entry within SLA targets
Manage the resolution of problems identified as a root cause to multiple incidents
Ensure tickets that require other teams, are appropriately being resolved
Partner with IT Operations, Engineering and Product Teams to ensure Service Desk processes are integrated into their activities (e.g L3 support)
Periodically report and analyze IT Ticket History and SLA performance, including presentation to clients and senior management
Ensure the creation and maintenance of knowledge and support articles.
Ensure client and senior stakeholder queries and escalations are managed timely and appropriately
Support the go-to-market of new clients, products and features, including KB preparation, team communication, hyper-care scale-up
Play a lead role in CAB for Application Changes, ensuring planned changes have a low risk on Service
Play a lead role in client communications for release notes and major incidents
Lead the Major Incident processes, including running the emergency response room, finding resources, communicating with clients, updating the status page and facilitating root cause analysis
Model ticket volumes and plan the resource needs with rosters
Engage with clients and stakeholders across the business to promote the Service Desk and understand opportunities for improvement.
Ensure effective communication channels are in place for the service desk
Ensure high quality communication is of a high standard, keeping customers and business stakeholders informed.
Provide a Single Point of Contact for IT services to CES clients and internal employees, this may include occasionally after hours contact
Contribute to and implement IT Strategy for the Services Team to achieve business outcomes

Skills and Experiences:

About you:


A dynamic and engaging leader, able to inspire and motivate teams to create a high performing culture and deliver successful customer outcomes.

Experience with developing and communicating a mission and vision for the service desk.
Excellent data analysis and presentation skills.
Proven track record of improving service desk operations and uplifting service desk performance within an IT Shared Services context.
Knowledge of contemporary service desk practices and emerging trends.
Experience in defining service desk performance measures and reporting to senior level.

Working knowledge of IT service principles and frameworks e.g., ITIL, SIAM, ISO20000, COBIT, processes, ITSM tools, and best practice methods.

Service desk management experience

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