Technical Squad Operations Manager

7 days ago

Melbourne, Victoria, Australia Fujitsu Full time

About Fujitsu

We are a global organization with a strong set of values, respecting fairness and equality while promoting diversity, equity, and inclusion.

Job Description

Squad 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, coordinating, and prioritizing squad activities to meet and exceed service level agreements (SLAs) to support business objectives.

Key Accountabilities:

  • Operational Delivery: Plan, coordinate, and prioritize squad activities to meet and exceed SLAs to support business objectives.
  • Monitor and analyze 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 optimization.
  • 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 the ad-hoc standup 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.
  • Foster strong relationships with Product Managers and Practice Managers to optimize 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 organizational 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.

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