Squad Leader and Team Coordinator

3 weeks ago

Melbourne, Victoria, Australia Fujitsu Full time

About the role:

In this challenging position with Fujitsu, you will lead the operational delivery of a squad of technical resources, coordinating their efforts to deliver exceptional support that directly or indirectly influences service outcomes or end-user experiences.

Key Responsibilities:

  • 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 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 stand-up 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.
  • Forge 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.

HR responsibility:

  • Report on the HR and technical performance of team members to the Senior Practice Manager.
  • Provide feedback and support to the Senior Practice Manager, as requested, to assist in the development plans of squad members.

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.

About you:

Experience working within cross-functional delivery teams providing governance on direction whilst setting the expectation that the team members have the autonomy to deliver outcomes independently or together as pragmatic.

Proven ability to drive and empower the 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.

Desired Experience & Knowledge / Other Relevant Information:

  • Experience in leading operational delivery of small to medium-sized teams (not HR management).
  • Analytical mindset with a focus on data-driven decision-making.

Please apply with your current CV. Fujitsu is an organisation with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity, and inclusion. We constantly push ourselves to do better and strive 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.

We put people first. We believe in the power of diversity to drive innovation and our AWEI (Australian Workplace Equality Index) Gold Employer status, and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.

We offer tailored career paths across our global organisation to support your professional and personal growth.

Our customers trust us. We have an excellent reputation across the region and globally.

Best in-class reward and recognition programs, flexible work, volunteering leave, and more.

We live our values of aspiration, trust, and empathy, all day, every day.

Commitment to Diversity, Equity and Inclusion

  • Squad Leader

    1 month ago

    Melbourne, Victoria, Australia Fujitsu Full time

    Job Title: Squad Leader - Technical Operations ManagerJob Summary:We are seeking a highly skilled and experienced Squad Leader to join our team at Fujitsu. As a Squad Leader, you will be responsible for leading the operational delivery of a squad of technical resources, coordinating their efforts to deliver exceptional support that directly or indirectly...

  • Technical Squad Operations Manager

    7 days ago

    Melbourne, Victoria, Australia Fujitsu Full time

    About FujitsuWe are a global organization with a strong set of values, respecting fairness and equality while promoting diversity, equity, and inclusion.Job DescriptionSquad Leader Role:As a Technical Squad Operations Manager at Fujitsu, you will lead the operational delivery of a squad of technical resources. Your key responsibilities include planning,...

  • Squad Leader

    4 weeks ago

    Melbourne, Victoria, Australia Fujitsu Full time

    About the roleThis role involves leading the operational delivery of a squad of technical resources, coordinating their efforts to deliver exceptional support that directly or indirectly influences service outcomes or end-user experiences.Key ResponsibilitiesPlan, coordinate, and prioritise squad activities to meet and exceed service level agreements (SLAs)...

  • Technical Squad Manager

    5 hours ago

    Melbourne, Victoria, Australia Fujitsu Full time

    About the RoleWe are seeking an experienced Technical Squad Manager to lead our IT service delivery team. In this role, you will be responsible for overseeing the operational delivery of a squad of technical resources, coordinating their efforts to deliver exceptional support that directly or indirectly influences service outcomes or end-user experiences.As...

  • Technical Squad Lead

    5 days ago

    Melbourne, Victoria, Australia Fujitsu Full time

    About the roleAs a Technical Squad Lead - Service Delivery at Fujitsu, you will play a pivotal role in leading the operational delivery of a squad of technical resources. Your primary objective will be to coordinate their efforts to deliver exceptional support that directly or indirectly influences service outcomes or end-user experiences.Key...

  • Operational Delivery Leader

    2 weeks ago

    Melbourne, Victoria, Australia Fujitsu Full time

    Job DescriptionSquad LeaderFujitsu is seeking an experienced Squad Leader to join our team, responsible for leading operational delivery of technical resources.Key Responsibilities:Plan, coordinate, and prioritise squad activities to meet and exceed service level agreements (SLAs) to support business objectives.Monitor and analyse external and internal...

  • Squad Delivery Specialist

    4 days ago

    Melbourne, Victoria, Australia flybuys Full time

    About UsFlybuys is the country's most popular rewards program, with over 9 million active members. Our extended network of partnerships with nationally recognised brands makes every day worth more for our members.We're a people-centric organisation with amazing office spaces in Sydney and Melbourne. Our flexible working policy allows team members to work...

  • Senior Settlements Team Leader

    2 weeks ago

    Melbourne, Victoria, Australia Slater and Gordon Full time

    Key Responsibilities:As a Senior Settlements Team Leader, you will be responsible for leading a team of experienced Settlement Coordinators to manage client settlements efficiently. Your key responsibilities will include:Managing Team Performance: You will be responsible for managing the performance of your team, ensuring that they are working efficiently...

  • Delivery Manager

    1 month ago

    Melbourne, Victoria, Australia flybuys Full time

    About UsFlybuys is the country's most popular rewards program, with over 9 million active members. Through our extended network of partnerships with nationally recognised brands, we make every day worth more for our members.We're a people-centric culture that values flexibility and outcomes-focused work. Our team of 300+ members is growing, with amazing...

  • Senior Technical Operations Manager

    1 week ago

    Melbourne, Victoria, Australia Fujitsu Full time

    Fujitsu is seeking a Senior Technical Operations Manager to lead the operational delivery of our squad. The successful candidate will be responsible for planning, coordinating, and prioritizing squad activities to meet and exceed service level agreements (SLAs) to support business objectives.The ideal candidate will have experience working within...

  • Workforce Coordinator Team Leader Position

    4 weeks ago

    Melbourne, Victoria, Australia VLine Full time

    Workforce Coordinator Team Leader Job DescriptionAs the Workforce Coordinator Team Leader at V/Line, you will play a crucial role in the success of our Customer Services & Accessibility Roster Planning team. Your primary responsibility will be to lead the formation of a new centralised rostering team and develop efficient and effective rosters that meet the...

  • Circle Leader

    1 week ago

    Melbourne, Victoria, Australia Probe Contact Solutions Australia Pty Ltd Full time

    We are seeking a motivated and experienced Team Leader to join our team at Probe Contact Solutions Australia Pty Ltd. As Circle Leader - Team Performance Coordinator, you will be responsible for the management of team performance and will play a key role in driving business success.The ideal candidate will have excellent communication skills, with the...

  • Digital Transformation Leader

    1 week ago

    Melbourne, Victoria, Australia flybuys Full time

    About UsWe're a leading rewards program with over 9 million active members, known for delivering exceptional value through our partnerships with nationally recognized brands.We're more than just a card or an app – we have a dynamic work environment in Sydney and Melbourne, where our 300+ team members are empowered to work remotely across Australia. Our...

  • Team Leader Disability Services Coordinator

    4 weeks ago

    Melbourne, Victoria, Australia CareChoice Full time

    About the RoleWe are seeking a highly motivated and experienced Team Leader to join our Complex Disability team in Melbourne's South-East region. As a Team Leader, you will be responsible for supervising and managing a team of disability support workers, ensuring the delivery of high-quality services to our clients.Key Responsibilities* Supervise and manage...

  • Transformational Change Leader for Customer Migration

    2 weeks ago

    Melbourne, Victoria, Australia ANZ Full time

    About the RoleANZ is embarking on a significant transformation program to simplify its business and reduce costs. As a key part of this initiative, we are seeking an experienced Transformational Change Leader to drive the adoption of changes introduced by delivery squads.The successful candidate will play a critical role in ensuring smooth transitions,...

  • Senior IT Project Manager

    1 week ago

    Melbourne, Victoria, Australia Capgemini Full time

    About the RoleCapgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. As a Senior IT Project Manager, you will play a key role in managing and coordinating delivery in line with our Domain operating model, partnering with product owners and engineering teams, and communicating...

  • Sales Team Leader

    4 weeks ago

    Melbourne, Victoria, Australia Dyson Group Full time

    Full Time – Bundoora Depot Team Leader Sales TeamThe Dyson Group of Companies is a family-owned organisation providing quality coach and bus services across Australia. We value safety and work hard to ensure a positive, collaborative workplace culture at all our locations based on family values established across 70 years of operation.An exciting...

  • Team Coordinator

    4 weeks ago

    Melbourne, Victoria, Australia Colliers Full time

    Job SummaryWe are seeking a highly organized and detail-oriented Team Administrator to support our high-profile agents based in the CBD. This role is a fantastic opportunity to utilize your administration skills and attention to detail in a fast-paced and supportive environment.Key ResponsibilitiesCoordinate the collation of reports, submissions, and other...

  • Release Train Operations Manager

    3 weeks ago

    Melbourne, Victoria, Australia Capgemini Full time

    About the RoleCapgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. Our Domain operating model relies on skilled professionals to manage and coordinate delivery, and we are seeking an experienced Release Train Engineer to join our team.The ideal candidate will have a strong...

  • Accreditation Team Leader

    4 weeks ago

    Melbourne, Victoria, Australia Ray White and Loan Market Full time

    About the RoleThis is a critical position that plays a vital part in supporting the business objectives of delivering high-quality service to our brokers and growth & sales teams.The role involves the accurate preparation and execution of lender accreditation-related data and the updating of MyCRM with correct data.Key ResponsibilitiesAs the Accreditation...