Head of IT Services

Opportunity to work for a uniquely Australian Retail Group with a global vision
- Supportive team culture and environment
- Generous discounts across all our Brands

An exciting opportunity has arisen for a Head of IT Services to join a dynamic team at Brandbank.

This role will lead the delivery of all day-to-day IT operational support activities with a focus on defining, delivering and monitoring of service level agreements (SLAs) across the business.

Assist the business in resolution of identified problems with a strong emphasis on providing a high level of customer service.

Collaborate with IT Team to ensure the reliable, efficient, and secure operation of our IT systems and infrastructure across Head Office, Warehouses, Digital Platforms and our stores network in Australia, New Zealand, USA, Canada, Hong Kong and Singapore (500 stores).

**THE ROLE**:

- Accountable for the definition, management, governance and improvement of the Service Level Management Process
- Ensures that the Service Level Management process and working practices are effective and efficient
- Using the call management system, log monitor and track all incidents and service requests
received.
- Regularly communicate and provide feedback to customers regarding Incident and service
request status.
- Proactive maintenance of outstanding calls for all queues in IT Service Desk
- Incidents and service requests are escalated to internal support teams or external service
providers via the Call Management System.
- Application, software, hardware and network incidents are rapidly diagnosed and resolved.
- Presents improvement initiatives and examples of knowledge base updates at team
meetings
- Identify control, record, report and verify agreed IT service assets within the CMDB including
versions as per Service Catalogue
- Securely maintain the IT/IS Operational and physical environments in line with corporate
security policies, standards and work practices.

**THE IDEAL CANDIDATE**:

- Sound knowledge of Microsoft Office products
- A strong customer service and work ethic
- Excellent analytical and problem-solving skills to enable effective identification and resolution of IT
- related issues
- Effective verbal and written communication skills
- Previous experience working in a service/help desk role & using a call management system
- (i.e. Zendesk or JIRA )
- Experience in supporting Windows & Apple desktop environments
- Experience in troubleshooting network environments
- ITIL Certification or relevant experience
- Relevant experience with Microsoft Dynamics 365 (D365) ERP system
- Relevant Tertiary or Industry Certified qualifications
- Strong understanding of ITIL Service Management

**ABOUT BRANDBANK GROUP**:
Brandbank was founded on bold creative thinking. We exist to ensure that the entire experience of a brand is brilliantly designed and beautifully connected, and the customer is at the heart of everything we do. Our growing business is built on a house of carefully curated brands, each chosen for a specific reason to deliver rich connections to our customers. Brandbank Group consists of Seed Heritage, French Connection, Allkinds, Commonry, kikki.K & Fine-Day.

**WHY JOIN THE BRANDBANK GROUP TEAM?**
- Generous discounts across all our Brands
- Opportunity to work for a uniquely Australian Retail Group with a global vision
- Supportive team culture and environment
- Employee Referral Program - be rewarded for referring great new people to our team

If you are highly motivated, thrive on a challenge and are passionate about growing your career and are looking for a new adventure, then we would love to hear from you
**APPLY NOW.