Strategic Technology Operations Lead

2 days ago

Melbourne, Victoria, Australia beBeeOperations Full time $130,000 - $140,000
Job Overview

The CRM and Marketing Technology Operations Manager will oversee the daily operations, stability, and performance of a core CRM platform serving multiple business units.

Main Responsibilities:
  • Advocate for and champion the platform in critical strategic program forums
  • Coordinate, escalate, and triage daily operational issues with key stakeholders
  • Interface with CRM & Marketing Technology teams to ensure appropriate activities and support tasks are carried out within defined Service Level Agreements (SLAs)
  • Mange all communications and updates with stakeholders relating to platform performance and impact issues
  • Maintain and improve the Member Platform Operations' performance and quality - including measuring and reporting on SLA performance metrics
  • Ensure vendors are managed to agreed SLAs
  • Implement, monitor, and review standard operating processes and procedures to continually improve the service provided by the Member Platforms teams
  • Oversight and management of controls within the CRM environment
Requirements:
  • Solid experience in technology roles across digital management disciplines
  • Detailed knowledge of a broad range of IT systems and technologies, spanning Digital (web, mobile apps, databases), cloud, infrastructure, and applications
  • In-depth understanding and working knowledge of IT Service Management (ITSM) frameworks
  • Experience with DevOps/ DevSecOps environments and related processes
  • Experience in managing high priority incidents, problem records (including running triage), solution development, customer communication, facilitation of decision making, documentation and managing expectations
  • Experience in managing vendors including SLA management and reporting and building relationships to benefit the organization
  • Strong customer-driven focus
  • Strong interpersonal and influencing skills
  • Regulated industry experience, ideally in financial services
  • Tertiary qualifications in technology disciplines such as Bachelor of Science Degree in Information Technology
Benefits

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organization. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we're happy to discuss what this looks like for you.

We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

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