IT Customer Service Manager

**Who are we?**

Capricorn is a member-based financial services organisation which exists to improve the lives of over 25,000 Members across Australia and New Zealand by supporting them in building stronger automotive businesses. We provide products and services including trade credit, risk protection, equipment finance, trade events, travel services, fuel cards and more. Last financial year Member purchases exceeded $2.93 billion and Member returns exceeded $72.5 million.

**A great place to work**

When you join Capricorn, you become a part of something bigger than a typical company, because as a co-operative we exist to improve the lives of our Members by supporting them in building stronger businesses - not the other way around.

We are purpose-led and are committed to empowering our community to thrive. Our community includes our employees, and we know what is important to them, because we asked And here's our commitments to you:

- Provide a diverse and inclusive workplace - because we know how important it is for everyone to be treated fairly and with respect.
- Give you flexibility - it's important to recognise we are all unique and need to create work life balance.
- Offer paid parental leave - that supports both parent's leave and their transition back to work.
- Create a fun environment - our social calendar is full up with a range of different virtual and face-to-face events to keep us connected.
- Work perks - that our employees actually use, such as a fantastic reward and recognition program, wellness program, additional leave purchase and so much more

**Role Purpose**

The IT Customer Service Manager is responsible for ensuring the quality of service, customer satisfaction, and end-user compute experience for internal customers. This role entails overall accountability and responsibility for driving improvements in customer experience by managing the service desk team, continuously improving service delivery, managing vendors, ensuring the quality of end-user compute and establishing baseline reporting & metrics in alignment with best practice IT governance.

**Capabilities Required**

Skills, Knowledge and Attributes
- Strong team management skills, with the ability to motivate and coach team members to improve their technical and customer service skills.
- Customer-focused mindset, with the ability to understand and prioritize customer needs and deliver high-quality customer service.
- Knowledge of ITIL principles and processes, with experience implementing best practices in a service desk environment.
- Strong technical background, with experience troubleshooting hardware and software issues and providing high-quality technical support.
- Experience with root cause analysis, with the ability to identify potential issues and implement changes to service desk processes and procedures.
- Experience with risk management, including identifying and mitigating potential risks related to service desk operations and service delivery.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with other IT teams, business stakeholders, vendors, and external partners.
- Analytical and data-driven mindset, with the ability to analyse data to identify trends and patterns to drive continuous improvement.
- Experience with service desk tools and technologies, with the ability to evaluate and select new tools and technologies to improve service delivery. Able to discuss technical matters with non-technical people.
- Strong presentation and communication skills; can communicate complex technical ideas in a straightforward way.
- Ability to keep cool under pressure.
- Good problem-solving skills.
- Ability to work in team-oriented environments.

**Experience**
- Minimum of 5 years of experience in IT service management, including at least 3 years in a leadership role with experience developing and managing high performance teams.
- Extensive knowledge of ITIL best practices and service management frameworks, with a focus on customer experience and service delivery.
- Strong experience in managing end-user compute environments, including desktops, laptops, and mobile devices, with experience in developing and implementing MDM solutions.
- Proven experience in developing and implementing service level agreements (SLAs) and key performance indicators (KPIs), and in managing vendor relationships and service delivery against SLAs and KPIs.
- Strong experience in managing continuous improvement initiatives, including Post Incident Review (PIR) root cause analysis, problem management, service improvement plans, and stakeholder analysis.
- Demonstrated experience in leading teams and developing a high-performance culture that is customer-focused and aligned with organizational goals and values.
- Strong analytical and data-driven mindset, with experience in analysing data, identifying trends and issues, and using data to drive decision-making and improve service delivery.
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