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Senior Site and Operations Technologist
3 weeks ago
We are seeking a highly skilled and experienced professional to join our Technology team in Australia or New Zealand. The successful candidate will be responsible for delivering exceptional technology services, supporting sites to ensure the availability and uptime of our critical information and operations technology ecosystem.
This role will have accountability of the Field Service team and liaison with site-based OT Engineers & partners. The position can be based in our NSW head office or at one of our sites in QLD, SA or WA.
Key Responsibilities:
- Team Leadership and Development: Build and lead a team of effective engineers, support analysts and service delivery professionals.
- Manage appropriate levels of resourcing to support the business 24x7 across ANZ.
- Mentor team members and develop their professional capabilities.
- Foster a customer-centric culture within the technology service teams.
- Establish performance goals and career development paths for team members.
- Build and maintain strong relationships with key stakeholders across the business.
- Serve as an escalation within the Field Service team ANZ.
- Partner with technology and business leaders to ensure consistent messaging and expectation setting.
Technology Service Management and Improvement:
- Oversee the delivery of high-quality, reliable technology services and support across the organisation.
- Maintain service level agreements (SLAs) and operational level agreements (OLAs).
- Foster a culture of learning and customer service by leveraging best practice frameworks (e.g. ITIL) for service management processes (ITSM).
- Ensure efficient incident, problem, change, and release management with no exceptions.
- Drive continuous service improvement through regular reviews and feedback mechanisms.
- Oversee integration between OT and IT environments.
- Manage cross-functional teams of OT specialists and IT field service engineers.
Requirements:
- Diploma or Bachelor of Information Technology or equivalent is desirable.
- 5+ years of progressive experience in IT service management or field IT related roles.
- 2-5 years' leadership experience with managing technology teams.
- 2-5 years' experience with operational technology (OT) or supply chain technology.
- Sound understanding of ITIL processes and service management frameworks (ITIL, COBIT, etc.).
- Sound understanding of OT enabling technologies (SCADA, PLC, HMI, etc.) and vendor landscape within FMCG (preferably with protein and meat industry experience).
- Experience with service management tools and technologies (JIRA, Service Now, etc.) and remote assistance tools such as Remote Desktop Connection, Beyond Trust etc.
