Service Manager

4 weeks ago

Melbourne, Australia GBG Full time

**About GBG**

GBG is the leading expert in global digital identity. We combine our powerful technology, the most accurate data coverage, and our talented team to deliver award-winning location intelligence, identity verification, and fraud prevention solutions.

With over 30 years’ experience, we bring together a team of over 1,250 dedicated experts with local industry insight from around the world to make it easy for businesses to identify and verify customers and locations, protecting everyone, everywhere from fraud.
- We make the world a safer place
- We trust each other and win together
- We are local experts in a global business
- We want you to be yourself
- We grow when you grow

**The team**

The Customer Support - APAC team sits within the Global Service & Operations Team which forms part of GBG Technology and Operations and is responsible for providing GBG’s customers with technical support with our products as well as providing Service Management. With an average Net Promoter Score of 74 awarded by our customers, the Customer Support Team takes pride in supporting GBG’s Vision through the provision of excellent customer service.

**The role**

Reporting to the Head of Customer Support - APAC, the APAC Service Manager is responsible for managing the service lifecycle of our products in APAC using modern Service Management practices and in a fast-paced delivery environment. Working closely with the rest of Customer Support - APAC, Service Management team members in other regions, the wider Technology and Operations team as well as the wider business including Sales and Professional Services, you will lead the Service Management aspects of our APAC product offerings. Always seeking to improve and deliver service excellence for our external and internal customers. We invite talents with full rights to work in Australia to apply.

**Position Location: Melbourne or Sydney, Australia**

**What you will do**
- Deliver Service Management across supported products including Incident, Change, Problem, Event management
- Work closely with the wider Technology and Operations team as well as the APAC business unit to support product roadmap delivery and operations from a service perspective
- Support delivery of Global Service and Operations roadmap items
- Build strong working relationships with internal and external stakeholders including customers
- Manage suppliers effectively leading on all Service Management aspects to ensure excellent service for our customers
- Develop and maintain metrics and insights to track performance, analyze trends, recurring issues, SLA achievement, and uptime data of products and its suppliers to drive improvements
- Lead on the transition of products in and out of service
- Manage disaster recovery plans and execution for APAC
- Drive stability and continuous improvement to enhance the customer experience whilst collaborating effectively with other team members
- Ensure smooth delivery product enhancements, bugs fixes and changes, representing the customer priority within decisions
- Analyse and respond to trends or changes in SLA to customers or from suppliers
- Owns communication to customers on service-related matters e.g. changes, maintenance or incidents, in collaboration with the wider Customer Support APAC team
- Manage high-priority incidents to minimise time to resolve as well as owning incident retrospectives and ensuring the lessons learned are implemented
- Implement and manage the Change Enablement process in line with GBG Standards
- Provide on-call support when there is a major or high-priority incident management

**Requirements**:

- Extensive Service Management experience and good knowledge of ITIL v4
- Customer centricity
- Proven ability to work well within a team and support others
- Continually development of skills, competences, and knowledge to support personal development
- Strong ability to build and maintain positive relationships within team members across the organisation and wider stakeholders
- Ability to explain complex concepts to both technical and non-technical audiences
- Excellent communication skills when communicating internally and externally
- Highly organised and able to manage time effectively
- Ability to influences and challenge appropriately
- Strong attention to detail, initiating and completing priorities, to high a standard and within required timescales
- Exposure to SRE practices
- Experience in:

- Service Desk Tooling (JIRA)
- BI tools (Splunk, PowerBI).
- API connectivity and MS Power Automate

**Behaviours we'd like to see**:
**Benefits**

We have a vision to have the best and most engaged team members in the industry. People matter at GBG, they make us who we are. Every team member across all our locations makes a difference, everyone has something to contribute. Maybe you too could make a difference.

As part of our commitment to our team and flexible working approach, we have created a Work When and Where You Wa

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