IT Service Operations Lead

**About us**:
The purpose of endeavourX is to bring the best of data, design and tech to make drinks experiences easy & inspiring for everyone.endeavourX operates as cross-functional agile teams solving prioritised customer problems with dedicated resources from within endeavourX & beyond.

Our agile** **teams are empowered to innovate and deliver an excellent experience for our customers - no matter whether they** **choose to shop in-store, or online. With an industry-leading technology team, backed by analytics, we’re resourceful and willing to experiment.

Endeavour Group has separated from Woolworths during calendar year 2021 and is well-positioned as an ASX Top 50 Company. Join the team at an exciting time in their evolution

**About the Opportunity**
Reporting into the Application Services Senior Manager, this pivotal role will be responsible for delivering superior customer service to the business through improving IT Service Management process maturity, compliance and incident/event response.

**A day in the life of an IT Service Operations Lead**
- Implement, operate and improve IT service operations practices particularly incident management, problem management, service request management & fulfillment processes ensuring IT deliver value back to business
- Work together with stakeholders to gather data and analyse improvement opportunities on operational processes and tools.
- Plan, organize and manage Support staff to ensure appropriate coverage to meet business needs and Service Level Agreements (SLAs) and to achieve excellence in customer service and satisfaction.
- Lead the rollout of new processes or improvements to existing processes or tools and systems, and provide the necessary training to the Support Team and stakeholders.
- Drive the implementation and continual improvement of incident and problem management procedures and documentation to align with best practices and addressing triage/analysis, response, resolution, escalation and communication.
- Identification and management of IT services against Business Outcomes
- Understand Application Risk and Participate in DR events
- Manage the project transitional elements of new services to BAU and ensure all relevant support partners are skilled and capable of supporting the new services
- Proven ability to drive continuous improvement and challenge the status quo
- Prepare and maintain documentation (procedures, technical documentation and process diagrams associated with IT Infrastructure).
- Assist with identification and mapping of Service components and relationships within the wider Enterprise IT organisation
- Provide insights that enable proactive management of a defined & agreed set of business outcomes
- Developing accessible business & IT services knowledge
- Directs the improvement of IT performance in accordance with business needs
- Benchmark services to enable business to measure performance and baseline for service improvement
- Collaborate across IT to regularly review services to ensure they are fit for purpose and delivering to business outcomes
- Produce regular reports with a focus on proactive problem management and serviceimprovement to guide business and IT on risk
- Work with Service Partner leads to develop advanced approaches, methodologies and innovations to drive significant business outcomes
- Develop and mature business outcome SLAs, OLAs & XLAs
- Accountable for the IT Business Service Quality, Continuity & Operations of IT services
- Develop policies and procedures for the service management team ensuring regular review & continuous improvement to ensure alignment to organisational requirements & industry best practice
- Drive & deliver timely & effective issue escalation and ensure a clear understanding of business impacts within IT tech services, partners to deliver prompt resolution and mínimal disruption to business activities
- Configuration of Alerts (Cloud Environments, PagerDuty etc)
- Drive and execute Proactive Problem Management to further reduce incidents.
- Drive Root Cause Analysis and implement appropriate automation and self healing capability

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**What you’ll need to succeed**
- Bachelor's degree in Computer Science, Computer Information Systems, Management Information Systems, or equivalent
- In-depth understanding and experience with ITIL framework and ITSM best practices specifically Change and configuration management as well as Continuous Improvement Planning (CIP).
- 5 years of job related to ITSM work experience and process management.
- ITIL certified to a minimum of foundation level but preferably to higher ITIL v3 certification
- Excellent stakeholder management skills, a strong influencer and negotiator
- Demonstrated awareness in applicable IT change and problem management processes. Provide accurate task estimates for self and others
- High level of experience managing tier 1 service partners in a large and complex IT environment
- Cloud certification (Azure / AWS / GC