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Supervisor Technology Service Delivery

2 months ago

Perth, Western Australia Fortescue Full time

Our Opportunity

Work Location: Perth, Fortescue's Perth office is located on the traditional lands of the Whadjuk people.

Roster: Monday - Friday

The Supervisor Technology Service Delivery is a pivotal leadership role responsible for overseeing a diverse team of remote, international, and on-site IT professionals. This role encompasses the management of our offshore Technology Service Desk, Offshore Global Technology Operations Centre (GTOC), National and International corporate offices, and on-site technology support at our Perth offices.

Key Responsibilities

  • Provide technical guidance and support to the team for all IT services for which Integrated Technology have an operational responsibility.
  • Develop and maintain the technical and service skills of the Service support teams, ensuring a high standard of customer service is maintained at all times.
  • Respond quickly and effectively to any issues escalated by staff.
  • Represent the Technology Service Support function, engaging with other resolver groups, vendors, and departments across the business.
  • Coordinate the daily team catch-up, review current and projected team performance, job trends, and workload distribution.
  • Actively manage and monitor team and individual staff performance to ensure Service Level Objectives and Targets are met or exceeded.
  • Carry out regular trend analysis across incidents to identify and remediate issues as they occur.

Qualifications and Experience

  • Technical education at an intermediate vocational level.
  • ITIL v4 Foundations (minimum).
  • Minimum 5 years' experience within a leadership role at a similar level Technology Service functions, including managing remote and international teams.
  • Proven track record in handling Major Incident Management (MIM) processes effectively.
  • Experience with managing outsourced IT Support teams.
  • Background in delivering support services in a corporate environment, preferably within the resources or mining industry.
  • Demonstrated experience managing teams across different time zones and countries, ensuring effective coordination and communication.
  • Comprehensive understanding of the use of software (M365, Azure, SaaS, etc.).
  • Understanding and application of emerging hardware technologies in the resources industry.
  • Extensive knowledge of ITIL framework, applicability, and usage.

About Us

Fortescue is a leading company in the resources industry, committed to decarbonizing our operations and harnessing renewable energy. We are a dynamic and inclusive organization, celebrating individual strengths and promoting a culture of collaboration and high performance.

Our Commitment

We are committed to creating a diverse and inclusive workplace, where all employees feel valued and empowered to contribute their best. We encourage candidates from all backgrounds to apply and look forward to welcoming talented individuals to our team.