Euc Manager

**About the role**:
We are currently seeking an experienced EUC Manager to lead this team. In this role, you will be responsible for overseeing day-to-day operations, driving service improvements, managing escalations, and leading a team of skilled technicians to deliver an exceptional support experience across the business. Your leadership will be key to ensuring high service standards, operational efficiency, and alignment with broader IT and business goals.

**Key Responsibility Areas**

**Escalation & Incident Management**
- Act as the primary escalation point for critical EUC issues, ensuring incidents and vendor/customer queries are resolved within SLA timeframes.
- Lead and oversee incident, request, problem, and change management processes to minimise service disruptions and improve first-time resolution rates.

**Operational Process & Documentation**
- Design, streamline, and maintain operational workflows, SOPs, and team documentation to drive efficiency and ensure up-to-date knowledge sharing.
- Regularly review and update knowledge bases to support consistent service delivery.

**Systems Monitoring & Performance Reporting**
- Manage proactive health monitoring and automation tools to minimise downtime and ensure high availability of EUC systems.
- Deliver monthly reports highlighting performance metrics, SLA compliance, trends, and customer satisfaction insights.

**Service Delivery & Continuous Improvement**
- Identify and implement continuous improvement initiatives to enhance the quality and efficiency of EUC services.
- Support the integration of new services, systems, and acquired businesses into the EUC environment.

**Technical & Operational Leadership**
- Maintain expert-level knowledge of EUC systems, including Windows, iOS, hardware, and peripheral ecosystems.
- Oversee hardware lifecycle management and ensure accurate tracking via the CMDB.
- Lead the rollout and integration of new technologies, including software and hardware solutions.
- Ensure alignment with compliance standards and global security protocols, including patching, SOX, and license management.
- Monitor EUC budget and expenses, driving cost optimisation.

**Collaboration & Stakeholder Management**
- Build strong relationships with internal IT, business stakeholders, vendors, and service providers to align EUC support with strategic needs.
- Collaborate with project managers and global IT teams to ensure consistent processes, tools, and service standards.
- Drive seamless EUC support integration during business acquisitions and transitions.

**Governance & Strategic Oversight**
- Lead governance activities including SOX compliance, Change Advisory Board engagement, and risk mitigation planning.
- Define and communicate strategic EUC direction, aligned with emerging technologies and evolving business needs.

**About you**:

- Graduate diploma in Information Technology or equivalent
- 5+ years’ experience working in a Senior Management Role with multiple disciplines
- Proven ability to successfully lead and manage a highly technical team in a corporate environment
- Proficient in time & priority management
- Skilled in the use of ServiceNow for IT Service Management & CMDB Management
- Experience managing and supporting multiple platforms (Windows, iOS)
- Expert in creation of Knowledge Base articles & maintaining documentation for technical and non-technical staff
- Exceptional written & verbal communication skills
- Capable of forming and maintaining positive and productive working relationships
- Experience managing vendor relationships to optimise cost and efficiency
- Experience in lifecycle management of end-user IT hardware and accessories
- Experience managing escalations from both internal stakeholders and external vendors
- Ability to assist in onboarding/operationalisation of new acquisitions or solutions

**Some of the reasons we love working at GPC**:

- Part of a global organisation, yet you feel part of a family
- Successful, stable, growing business
- Support iconic and emerging Australian brands: Repco, NAPA, AMX, Sparesbox and more
- Strong rewards & recognition programs
- A supportive team environment, where we work with supremely talented people
- Access for team members and their families to our Employee Assistance Program
- Career development and internal employment opportunities across the group
- We proactively support our working parents in a variety of meaningful ways, and our parental leave top-up allowance is one of the ways we do this
- Paid volunteer leave allowing you to give back to your chosen charity/community organisation
- Access to GPC’s exciting employee platform MOVE, unlocking amazing discounts at top retailers, business announcements, e-cards and our employee recognition program, plus so much more

**GPC Asia Pacific**

Movement is in our DNA. We are **GPC Asia Pacific**: one of the largest industrial and automotive aftermarket parts and service suppliers in Australia, New Zealan