Service Specialist

**Brisbane (pref) OR Sydney**
- **Opportunity to gain valuable experience in managing Service Providers and transitioned services**:

- **Collaborative and supportive team environment in the infrastructure space, hybrid working.**:

- **Innovate & improve outcomes and business value of managed services offshore.**

We’re never just satisfied with how things are - because we know how things could be. And it’s our expert Technology team who forge ahead every day to make those ‘what ifs’ a reality.

Welcome to a place where you can chase real progress and drive real change. And that includes your own career. Being a part of Technology at Suncorp Group means being switched on, endlessly curious and always adaptable. In return, you’ll be supported to bring your own ideas to the table and challenge conventions - with the aim of making life a little brighter, simpler, and better for our customers and each other.

**About the role**:
The role includes the management of a partner that will be the arms and legs of the team’s services, which includes monitoring and reporting on end-to-end processes in line with Operational support processes. Being highly proficient in NOC operations, you will be asked to govern and manage the Partner under contracted service levels across multiple technology domains and interfaces with IT Service Management processes.

The role also has a service delivery engagement into the business, where building and maintaining relationships is essential.

Whilst the team will manage workloads across shifts over 24hrs, this role is only required to work standard Australian business hours.

As many Australian IT services are provided offshore, this is a fantastic opportunity to gain significant experience in this area with one of Australia’s leading Insurers, to help our business focus on our purpose and our customers.

**What you’ll do**:

- Manage an offshore team of around 20 ensuring that the NOC function operates within the agreed Key Result areas; provide facilitation and oversight of NOC operation practices across Suncorp.
- Monitor the effectiveness of the NOC operation processes and work with other teams and partners to ensure continual service improvements. Service level Management and governance for key partners.
- Develop the strategy road-map for the NOC
- Work with technical staff and leaders in managing changes and demonstrate effective customer service behaviours.
- Manage incidents and problems or escalate where required to vendor or specialist teams for resolution
- Follow security policies and procedures during incidents and emergency changes.
- Collates and develops regular NOC Management reports, with trend analysis and commentary as required.
- Formulate and recommend changes and/or enhancements to Suncorp’s standard processes

**What you’ll bring**:

- At least three (3) years’ experience working in a similar role within an Enterprise IT environment, with a sound understanding of various monitoring tools and technologies.
- 3+ years’ experience of IT service principles and frameworks including ITIL, process tools (ServiceNow), delivery frameworks (Agile), and best practice methods.
- Broad technical knowledge with the ability to multi-task and prioritise issues.
- 3 + years of experience in an IT Operations or Infrastructure support role (Service Desk, Major Incident Management, NOC, Team Leader of services or platform teams).
- Experience in Partner and Service Level Management processes and practices.
- Previous experience and exposure to multi-vendor collaboration and partnerships.
- Experience working with batch management and mainframe technologies
- An in-depth understanding of Event Management processes and procedures.
- Strong analytical and design thinking skills.
- Strong written, communication and interpersonal skills, including negotiation and influencing skills.

**What we can offer you**:

- Discounts and offers on a range of retail favourite stores as well insurance products.
- A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer leave, and unlimited paid emergency response leave.
- Invest in your brighter future with ongoing study support and career development programs.
- Give back to our communities with payroll giving, donation matching and paid volunteer leave.
- Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.

**About Suncorp**:
We’re proud to be a part of the Suncorp family alongside some of Australia’s most trusted and diverse names in insurance. Together, we share a drive to make the complex simple and bring our customers peace of mind when it matters most - while helping to evolve and innovate the ways we can serve our community every day. That comes with all kinds of exciting opportunities for you to grow your own career. Whether you’re guiding people through life’s biggest moments or providing them with support in times they need i