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Service Operations Lead
2 weeks ago
**About us**
HammondCare is a not-for-profit, values-based organisation that is passionate about improving the quality of care for people in need. As one of Australia’s most innovative health and aged care providers, we aim to set the global standard of relationship-based care for people with complex needs. HammondCare provides care primarily through hospitals, residential care homes and home-based care as well as services for dementia support, community palliative care, rehabilitation, positive aging and older persons’ mental health.
**About the role**
The Service Operations Lead is a key role within HammondCare, responsible for providing specialist support services, leading Service Management practices, Continuous Service Improvement and providing assistance to the Head of Service Delivery.
**_ This role is based at St Leonards and has working from home options with flexibility to work from other HammondCare sites if required._**
**What we can offer you**
We care about your wellbeing at HammondCare and as a result offer a wide range of health and lifestyle benefits including:
- NFP salary packaging ($15,900 tax free) plus meals and entertainment benefit (up to $2,650 tax free)
- Additional leave purchase options and 14 weeks paid parental leave
- Flexible working options, including hybrid arrangements
- Discounts on everyday products and services
- Discounted healthcare memberships - access to network of fitness centres and pools for employees and families
- Free access to independent counselling support for employees and families
- Health & Wellbeing programmes
- Reward & Recognition programmes
- Referral bonuses
- Career and professional development opportunities
**Key Responsibilities include**
- Incident Management - Taking ownership of incidents with engagement of the various teams and business engagement (Communication)
- Lead the Service Management practices
- Acting as an internal technical reference point for colleagues
- Lead Change Management process, ensuring attendance of Change Advisory Board and adherence to change processes Ensuring high level technical queries are escalated to other IT teams according to established procedures
- Creation of processes for the IT team and wider business to follow to improve IT functions
- Taking ownership of internal escalations for issues that have not been addressed in an appropriate manner. Seeing these through to resolution and ensuring knowledge is captured
- Ensuring projects and initiatives follow service transition to support
- Participating in vendor cadences, working closely with vendors and holding them accountable
- Ensuring Problem Management is at the forefront of the technical team
- Availability as an escalation point via managed on-call roster
- Ownership of ServiceNow and drive pipeline of work
- Review and work with third party MSP for Service Desk practice
**About You**
- Commitment to engage and align with HammondCare’s Christian Mission, Motivation and Mission in Action.
- A minimum of three years demonstrated experience in a senior/lead support role in an IT environment
- Strong technical knowledge of Desktop hardware and both standard and customised (in-house) software
- Strong understanding of ITIL practices and completion of ITIL training
- Strong analytical and problem solving skills
- Good time management and communication skills
- Ability to manage multiple problems at once and prioritise issues
- Strong people management, customer service, interpersonal and negotiation skills
- Strong project management skills and an ability to prioritise multiple tasks
- Excellent oral and written communication skills
- Well organised, proactive, collaborative, service-based work ethic
- Hands on approach with balanced technical, planning and strategic focus
- Bachelor’s Degree or equivalent education in IT
- Knowledge of ServiceNow, preferrable advanced
**To Apply**
**Pre
- Employment Checks**
- All short-listed applicants will be asked to consent to a criminal record check and references._
- HammondCare is committed to creating an inclusive workplace that promotes and values diversity and inclusion. We strive on creating an equal employment environment where everyone from any background can be themselves._
