Service Management Specialist

2 days ago

Melbourne, Australia Employee Matters Pty Ltd Full time

Establish robust processes associated with change, problem and spares management
- Help to achieve the mission of building Australia's largest EV charge network
- An attractive package with generous bonus schemes and equity on offer

**Who is Evie Networks?**
At Evie Networks our business is to accelerate the switch to sustainable electric transport to clean the air, reduce emissions and make our cities more liveable. Our electric vehicle charging solutions give people the freedom to go electric and go anywhere.

**What’s in it for you?**
- Have an impact on Australia’s sustainability and environment through 100% utilisation of renewable energy
- You’re valued and celebrated for your creative and tenacious approach
- You’ll experience a collaborative and supportive work environment
- Be part of a healthy work-life balance that’s promoted because it's good for you, your family and our business.
- The ability to make a difference in a non-hierarchical organisation - the vision is clear

At Evie you’ll get involved in almost every aspect of what we do. You will be stretched, and you’ll learn and grow from the experience.

**The Role**
Reporting to the Operations and Maintenance Manager, you will be responsible for ensuring the needs of business stakeholders are met to the highest practical degree, and drive adherence of processes within the organisation and with vendors and third parties.
- Ensure the needs of business stakeholders are met to the highest practical degree, establishing robust processes associated with change management, problem management, spares management and routine maintenance.
- Establish a governance framework, including the setting of SLA’s and KPI’s
- Effective stakeholder engagement and periodic updates
- Assist the Operations & Maintenance Manager in the establishment of a spares warehousing solution
- Assist the Operations and Maintenance Manager in exceeding network availability KPI’s and to ensure the best in industry customer experience.
- Manage third parties to complete routine maintenance on time and to agreed schedules.
- ITIL process ownership
- Develop reports on a needs basis as well as compiling both weekly/monthly reports
- Identify and raise improvement initiatives to improve systems, products, vendors and processes
- Support the Deployment team with non-functional requirements and change acceptance requirements
- Ensure timely identification of root causes of problems and implementation of preventions
- Participate in out of hours on-call roster for network surveillance and incident management

**The Person**
Electric cars in Australia is still largely uncharted territory which means your passion to make a difference, desire to use your initiative and continuous focus on excellence will ensure your success in this critical role.

**Skills and Experience**
- Ability to champion and drive a clear strategy through gaining stakeholder buy-in
- Proven experience establishing and/or working within strict governance frameworks
- Excellent interpersonal skills to influence and lead
- Detailed knowledge of service management and IT environments and their associated support systems.
- In depth knowledge of industry best practice and methodologies, specifically ITIL.
- Strong problem solving, multitasking and time management skills.
- Experience in Network Operations roles including IM, CM, PM, Field Support and spares Management
- Bachelor’s degree would be highly regarded

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