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Technical Operations Manager

1 month ago

Melbourne, Victoria, Australia Fujitsu Full time

About Fujitsu

We are an organization with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity, and inclusion.

Fujitsu constantly pushes itself to do better and strives to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work. We call this Be Completely You.

The Role: Technical Operations Manager

This role is focused on the operational delivery of a technical team providing exceptional support that directly or indirectly influences service outcomes or end-user experiences.

You will play a crucial role in ensuring timely resolution of technical issues, optimising processes and procedures, identifying and delivering automation opportunities, and driving continuous improvement within the team.

Responsibilities and Accountabilities:

  • Operational Delivery:
    • Plan, coordinate, and prioritise squad activities to meet and exceed service level agreements (SLAs) to support business objectives.
    • Monitor and analyse external and internal performance metrics, including but not limited to: ITSM outcomes for internal or external customer satisfaction, and team capacity, to identify areas for improvement and drive performance optimisation.
    • Support the wider Service Delivery teams and account CSM in daily stand-up meetings, sprint planning, sprint reviews, and retrospectives to foster collaboration and continuous improvement.
    • Assume responsibility for the squad's workflow and threshold monitoring to agreed metrics.
    • Support cross-functional service restoration and support the ad-hoc standup of cross-functional mini squads as pragmatic.
    • Act as a technical escalation point and liaise with Senior Practice Managers and Senior Product Managers to determine who is best placed to act as the process SME, offering guidance and expertise to the team when needed and provide possible directions to resolve/implement issues and bundle similar resolutions pragmatically.
    • Forster strong relationships with Product Managers and Practice Managers to optimise and improve delivery.
    • Support governance activities to aid assessments of account and technical performance
    • Role holder will be required to regularly attend customer and/or Fujitsu site, as determined by the customer and/or Fujitsu
  • Continuous Improvement & Knowledge Management:
    • Develop and maintain documentation, knowledge base articles, and promote the use of standard operating procedures to enhance the efficiency and effectiveness of support operations.
    • Collaborate with other Squad Leaders, cross-functional teams and account stakeholders to align priorities, resolve dependencies, and drive organisational objectives.
    • Identify and implement process improvements, automation, and self-service capabilities to enhance the end-user experience and increase productivity.
    • Perform morning, weekly, and monthly checks to ensure smooth functioning of systems and services with a view to automate where possible.
    • Identify and validate automation opportunities with the Digital Experience Manager or Automation Advocates.
    • Ensure governing knowledge bases are actively used and pre-emptive resolutions are documented.
  • Agile Methodology:
    • Drive the implementation and adherence to Agile methodologies, ensuring effective use of Scrum or Kanban frameworks.
    • Lead and manage an Agile squad consisting of service desk analysts, technical support specialists, and other relevant team members or cross-functional services, fostering a collaborative and empowering environment.
    • Ensure effective communication and collaboration within the squad and with stakeholders, including end-users, IT teams, and management.
    • Coach and mentor squad members, providing guidance, feedback, and opportunities for skill development.

Requirements and Experience:

Fujitsu seeks a Technical Operations Manager with experience working within cross-functional delivery teams, providing governance on direction while setting expectations that team members have autonomy to deliver outcomes independently or together as pragmatic.

Proven ability to drive and empower squad members to take ownership, make decisions, and drive innovation (self-service).

Proven ability to apply Agile Framework and practices and how to apply it in a team structure.

Can communicate ITIL good practices and their application to Fujitsu customers.

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.

Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organisation.

Demonstrated experience in identifying and implementing an innovation or change within a customer environment as aligned to their purpose.

Demonstrated experience in removing blockers, empowering a workforce to understand and deliver to the customer's purpose.

Servant leadership: Exhibiting a servant leadership approach.

Ability to thrive in a fast-paced, dynamic environment with changing priorities and tight deadlines.

Stakeholder management in a complex matrix environment.

Ability to forecast and control finances.

About Salary:

We offer a competitive salary ranging from AU$120,000 - AU$180,000 per annum, depending on experience.