Service Delivery Manager, IT Service Desk

As the needs of our customers change, so do we.

At AGL, we believe progress is powered by our people.

If you’re set on making real change for tomorrow, we have the scale, resources and ambition to get it started today.

Now’s an extraordinary time to work with us. We’re taking the lead on renewables and expanding our products to make them more sustainable, affordable and useful for all Australians.

That’s what we call progress. To achieve it, we’re bringing together people with unique stories, perspectives, backgrounds and talent - and we need yours too

About the role

The Workplace Technology group provides “the backbone of amazing technology experiences” through driving and delivering positive end user experiences. The role will have a forward-thinking mandate required to keep up with industry trends within the Technology Service Desk space and contribute to the wider Workplace Technology Strategy (creation and execution). You will own the management of the quality assessment and Customer Satisfaction (CSAT) review process which is applied across all Technology Support Teams to ensure IT interactions between support teams and employees are of high quality and meet SLA and contractual standards.

The group comprises of the following core areas:
- IT Service Desk and Technology Smart Hub- End User Computing- Collaboration Tools- IT Production Management and Training- Audio Visual and Video Conferencing

What you'll be doing:
- Operational Accountability for the delivery of the Technology Service Desk, and Self-Service Tools.- Management of escalations related to incidents, service requests and co-ordination of these as required.- Build, lead and foster a positive culture where external resources are engaged and aligned to the AGL strategy in order to achieve outcomes.- Product owner for Self Service Tools; ensure appropriate processes are in place for continuous development of Smart Hub Self-Service Tools.- Ensure the Service Desk function identifies and drives continuous improvement aligned to business and technology requirements, implement automation and self-service processes to improve user experience, responsiveness.- Ensure the Service Desk is supporting cross functional teams such as AGL’s Major Incident Management Processes with timely creation and distribution of Communications.- Contribute to Management reporting, highlighting key metrics, achievements, and opportunities for improvement.- Ensure knowledge base for Smart Hub is regularly updated and end user facing knowledge is maintained regularly.- Accountable for the delivery of training and knowledge sharing sessions for AGL employees for the Technology Tools, support Workplace Technology training initiatives.- Manage partners to contractual terms and SLAs, ensuring partners deliver value above base T&C’s and budget.

About you:
The IT Service Desk Manager has accountability for common services, frameworks, tools and solutions required for managing AGL’s Technology Service Desk team and Self-Service Tools. Key accountabilities include, leading an outsourced team of service desk professionals, ensuring they are operating to expected SLA's and contractual responsibilities. Ensuring continual uplift of self-service tooling with a focus on improving efficiencies and response times for our end users.

What you'll bring to the role:
- Demonstrated experience managing operations and uplifting Technology Service Desk capability and Self-Service Tools.- Experience implementing and embedding new capabilities, processes and ways of working
- motivating teams to work together to achieve a better outcome.- Experiencing driving adoption and usage of employee self-service tools.- Exceptional organizational skills, the ability to prioritise and multi-task; whilst dealing with ambiguity.- Proven leader, ability to lead self and indirect reports through change.- Strong ITIL; Service Management framework and Service Delivery framework experience.- Demonstrable experience managing outsourced suppliers.- Strong communication skills, both written and verbal.- Team oriented, friendly self-starter with a ‘can-do’ attitude and the ability to work flexibly as part of a dynamic and fast-paced organisation.

Reach out to us if you have any questions

Please note - unsolicited resumes from agencies will not be accepted by AGL.

LIhybrid

COVID-19 Vaccination Policy

Inclusion at AGL

AGL has a commitment to maintain a diverse workforce, and welcomes the opportunity for applicants to share their lived experiences. We also recognise that some applicants may not wish to disclose, and we respect their decision. To learn more about reasonable adjustments that can be offered throughout the recruitment process, please visit:
Job Family Group:
Information Technology - Internet-Based