APAC ITSS Service Delivery Lead
2 weeks ago
L3Harris Technologies is a global aerospace and defence technology innovator. We deliver end-to-end solutions that meet customers' mission-critical needs in the air, land, sea, space, and cyber domains.
Our Australian operations have been providing advanced technology solutions to the Australian Defence Force and commercial customers for over 25 years. As a government partner of choice, we bring speed, innovation, and flawless execution together with our commitment to make the world safer and more secure.
About the RoleWe are seeking an experienced and strategic-minded APAC ITSS Service Delivery Lead to own our customer-facing IT support operations across the Asia-Pacific region, with a focus on Australia. The successful candidate will be responsible for managing a team of support professionals, overseeing IT service delivery in complex and geographically distributed environments, and driving stakeholder engagement and strategic planning initiatives to enhance the overall customer experience.
The remit of this role is challenging and diverse. Day-to-day, your work will involve ensuring alignment with regional and global IT strategies and objectives. You will liaise closely with the APAC Regional IT Manager to develop and implement strategic plans for IT support operations in the region, leveraging industry best practices and emerging technologies to enhance service delivery and customer satisfaction.
Key Responsibilities:
- Provide leadership and guidance to the IT support team
- Oversee the utilisation and management of the ticketing system (ServiceNow) in the APAC region, ensuring adherence to best practices and standards for incident management, request fulfilment, and service reporting
- Develop and implement service level agreements (SLAs) and key performance indicators (KPIs) for IT support operations in the APAC region, monitoring performance against targets and driving improvements as needed
To be successful in this role, you will need:
- An experienced and strategic-minded IT professional with a passion for delivering exceptional customer service and driving strategic initiatives in a complex and diverse environment
- A proven track record of leadership in IT service management, with a minimum of 5 years in a leadership or managerial role
- Strong knowledge of the ITIL framework and best practices, along with certification
- Excellent leadership, communication, and stakeholder management skills, enabling you to build and maintain strong relationships with internal and external stakeholders
- Thrive in a fast-paced, multicultural environment and can effectively manage multiple priorities to drive results
- Proficiency in utilising and managing ticketing systems, with experience in ServiceNow highly desirable
Working at L3Harris offers various benefits, including:
- A dynamic and inclusive working environment
- Flexible working arrangements and a commitment to work-life balance
- Company-supported professional development programs
- Salary continuance insurance
- Novated leasing
- Retail reward programs
- Health insurance discounts
- Purchased leave options
$120,000 - $150,000 per annum, depending on experience
This role is based in Australia and requires eligibility to obtain and hold an Australian Defence Security Clearance. For more information about the clearance process, please visit the Defence website.
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