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Technical Squad Lead

1 month ago

Melbourne, Victoria, Australia Fujitsu Full time

About the role

As 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 Responsibilities

  • Operational delivery: Plan, coordinate, and prioritize squad activities to meet and exceed service level agreements (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 holders will be required to regularly attend customer and/or Fujitsu sites, 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.

Requirements and Experience

Experience working within cross-functional delivery teams providing governance on direction while 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 organizational and time management skills, with the ability to prioritize 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 organization.
  • 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.

This role offers a salary range of AU$120,000 - AU$180,000 per annum, commensurate with experience and qualifications. As a key member of our team, you will have access to ongoing training and professional development opportunities to help you achieve your career goals.

About Fujitsu

We value diversity and inclusion and are committed to creating an inclusive workplace culture that fosters respect, empathy, and understanding. We strive to attract, develop, and retain top talent from diverse backgrounds and perspectives.

Benefits

Our comprehensive benefits package includes flexible work arrangements, professional development opportunities, and a competitive salary. You will also have access to our employee assistance program, which provides confidential support and counseling services. Additionally, we offer a range of family-friendly policies, including parental leave, adoption leave, and bereavement leave.