Practice Manager

9 months ago

Sydney, Australia Fujitsu Full time

**Practice Manager**
**Sydney preferred location flexible across Australia**

**We are Fujitsu**
We use technology to make happier lives. We are a global leader in technology and business solutions that transform organizations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.

**About the role**

**Key Accountabilities**:

- Perform data analysis and reporting to identify trends, insights, and areas of improvement within the matrix management community structure. Preparing regular reports and presentations for senior management, highlighting key agreed metrics, challenges, and recommendations.
- Pipeline & Recruitment: Collaborate with resource management teams to support resource needs and the pipeline development process. Provide input and assistance in ensuring effective recruitment strategies, support ratios and supporting processes are in place to attract top talent and meet business demands.
- Bid & Sales Input: Work with the bid, account leads, and sales teams to provide input and expertise during the bid and sales process. Contribute to understanding client requirements, developing headcount plans, and ensuring HR considerations are integrated into proposal templates.

**Continuous Improvement**
- Contribute to Automation initiatives and Centre of Excellence, including promoting a culture of high participation in the Automation programs via continuous improvement, encouraging feedback and fostering an environment that supports experimentation and learning.
- Be seen and operate as a lead in the domain for the community that you manage.

**Practice/Product evolution**
- Provide input and support in identifying opportunities for process improvements, automation, implementing market best practices, and the incorporation of emerging technologies to enhance domain service delivery.

**People Management**
- Matrix Management of Employees: Work closely with account service operations managers and account leads to implement and oversee a matrix management structure that optimizes resource allocation and utilization across multiple accounts. Provide input and support in identifying employee skill sets and allocating resources effectively to meet the demands of various accounts.
- Performance Management: Responsible to actively manage performance as aligned to the Performance Management Framework. The role holder will be required to hold performance discussions (high and low performance) and collect feedback input from stakeholders to inform discussion on performance. Will be responsible to communicate a consistent understanding of accepted performance standards.
- Talent Acquisition and Onboarding: Support the HR department and recruitment team in developing effective strategies for attracting and selecting top talent for the practice. Responsible for implementing onboarding programs to facilitate seamless integration of new hires, ensuring a positive employee experience across accounts.
- Training and Development: As part of performance management, collaborate with key stakeholders and the CoE to identify training needs and support the development of comprehensive programs to enhance employee skills, knowledge, and competencies across accounts. Assist in providing training on enabling technologies, standard procedures/processes, and compliance with process standards. Contribute to tracking and ensuring certification compliance within the domain.
- Responsible for collaborating with HR to create a healthy work environment that promotes inclusivity, diversity, and equal opportunity for all employees across accounts.

**About you**
- Strong knowledge of computer hardware, software, and operating systems including networking concepts, protocols, and troubleshooting techniques.
- Excellent verbal and written communication skills to effectively interact with end users and colleagues, with the ability to effectively collaborate with diverse stakeholders and build strong relationships.
- Demonstrated experience acting as escalation lead when managing difficult or frustrated end users in a calm and professional manner.
- Strong problem-solving and troubleshooting skills to diagnose and resolve technical issues
- Experience in the IT service management (ITSM) domain and familiarity with IT service desk tools and systems.
- Hold organisational and time management skills, with the ability to prioritise and manage multiple tasks in a fast-paced environment.
- Demonstrated experience in driving, improving processes removing blockers, empowering a workforce to understand and deliver to the customers purpose. Servant leadership: Exhibiting a servant leadership approach.
- Demonstrated leadership and people management skills, with the ability to motivate, coach, and develop a high-performing team.
- Exceptional problem-solving and analytical abilities, with a data-driven approach to decision making.
- Ability

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