Squad Leader

**Squad Leader**

**Melbourne. **This role is open to only current Fujitsu employees.**

**We Are Fujitsu**

We use technology to make happier lives. We are a global leader in technology and business solutions that transform organizations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.

**About the role**

**Responsibilities and Accountabilities**

**Operational delivery**:

- Plan, coordinate, and prioritise squad activities to meet and exceed service level agreements (SLAs) to support business objectives.
- Monitor and analyse external and internal performance metrics, including but not limited to: ITSM outcomes for internal or external customer satisfaction, and team capacity, to identify areas for improvement and drive performance optimisation.
- 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 support 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.
- Forster strong relationships with Product Managers and Practice Managers to optimise 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 organisational 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 whilst 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).
- Experience in the IT service management (ITSM) domain and familiarity with IT service desk tools and systems.
- Hold organisational and time management skills, with the ability to prioritise 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

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