Chief Service Operations Manager

3 days ago

Canberra, ACT, Australia beBeeLeadership Full time $120,000 - $175,000
Job Summary

This role involves managing our flagship account Department of Foreign Affairs and Trade Service Desk environment, supporting national and international operations based in Canberra, Australia.

Key responsibilities include providing direction to subordinates, interpreting policies and procedures, recommending operating policy modifications, and generating results through subordinate supervisors.

Additionally, you will manage the local Enterprise Service Desk team, ensuring effective communication between business and service desk stakeholders.

Internal stakeholders include Unisys Executive, Account Executives, Delivery Executives, Human Resources, and additional functions.

Customer stakeholders encompass business stakeholders across the project scope.

You will be responsible for designing, contracting, and delivering service desk processes and services that deliver exceptional customer support.

Operational and daily activities will be managed to ensure clients receive timely resolution of issues in compliance with Service Level Agreement requirements.

Process development and documentation will occur particularly in SLA driven environments.

Internal Support Desk performance indicators will be defined for quality assurance, and presented to management.

Effective communication regarding technical support, operations, changes, outages, and issues will be maintained in a timely and professional manner.

Requirements for Success
  • Australian citizen
  • Based in Canberra, ACT, Australia
  • Current holder of Australian Government security clearances at minimum NV2 level
  • Bachelor's degree in Information Technology, Computer Science, or related field
  • 8+ years' experience required, including 4+ years leadership experience
  • Customer-first attitude and high performance driven
  • Strong analytical abilities and professional office experience
  • Fluent in English in written and spoken form
Benefits

Working in this role will offer you the opportunity to develop your leadership skills, build strong relationships with internal and external stakeholders, and contribute to the success of our clients.

As a successful candidate, you will have the chance to work in a dynamic and supportive team environment, where you can grow professionally and personally.

We are committed to helping our associates achieve their career goals and aspirations, and we believe that this role is an excellent opportunity for someone looking to take on new challenges and responsibilities.

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