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Customer Management Lead

3 weeks ago

Belmont, Australia Bay Building Full time

Close knit team driving digital transformation
- Key IT role with this National Insurance Builder
- 12 month contract - view to permanency, located in Belmont, WA

**About Us**

The Bay Building Group is a market leader when it comes to insurance building in Australia. Operating nationally, for 40 years we have specialised in repairs to domestic and commercial properties damaged through insurable events such as fire, storm, flood, impact, and malicious damage.

**About the Role**

The Bay Building Group is undergoing an exciting digital transformation to enhance our work processes. We're seeking an experienced Customer Management Lead to join our team and assist in in-sourcing IT services from a managed service provider, scheduled for Q3 this year. The role reports to the Chief Technology Officer (CTO). You'll be responsible for managing customer management functions, heading a small team, supporting the IT environment and handling administrative tasks.

In this role, you'll collaborate closely with stakeholders, vendors, and partners to drive business efficiency, increase productivity and reduce operational costs. As the face of IT, you'll play a vital role in representing our organisation.

**Key Responsibilities include**:

- L1/L2 support
- Office365 Administration
- License Management
- Service Request fulfilment
- Application Support
- Desktop support/Field services
- Incident management and resolution
- Logistics
- Asset Management
- User on-boarding/off-boarding

**Soft Skills & Experience**:

- Management/Team Leader experience (mandatory)
- Strong communications skills
- Ability to establish strong working relationships with managers, IT resources, vendors and the business
- Must be well organised, self-motivated, able to prioritise and multi-task in high-pressure situations
- Affable disposition and “can do” attitude
- Ability to work under pressure and to tight deadlines

**Technical Skills & Experience**:

- ITIL experience (certification desirable)
- CMDB/Asset Management Experience
- M365/O365 Experience (specifically licensing/administration)
- SOE development experience
- Microsoft Azure Services experience (desirable)
- Task automation experience to increase system efficiency and lower the human intervention time on suitable activities (desirable)
- Power Platform experience (Power BI, Power Apps, Power Automate) (desirable)
- FreshService experience (desirable)
- Agile experience (desirable)

This role may require working outside normal business hours as and when required to meet deadlines/objectives.

**Why join us?**
- Flexible hybrid WFH options after probation
- JB HI-FI and gym membership discounts
- Birthday Leave after probation
- Regular trade discounts
- BUPA health insurance discounts
- Access to 24/7 Employee Assistance Program for you and your family