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IT Field Support Manager
2 weeks ago
We've been proudly bringing joy to tables and smiles to faces with the delicious food we've been crafting for over 100 years. A large part of our strong growth and success is because we're always looking for new ways to do things and thinking about how we can create a better, more sustainable future world together. Our success as an industry leader in providing deliciously good food means we can continue to invest in our future as we work towards becoming Australia and New Zealand's first choice for poultry.
Your opportunity to join our Technology team (in NSW, QLD, SA or WA)
Reporting to the Senior Manager – Technology Service Excellence the Site & Operations Support Manager is responsible for delivering exceptional technology services to Inghams operations, while supporting sites to ensure the availability and uptime of our critical information and operations technology ecosystem. This role will have accountability of the Field Service team and liaise with the site-based OT Engineers & partners.
This position can be based in our NSW head office, or at one of our sites in QLD, SA or WA.
Key responsibilities:
Team Leadership and Development:
- Build and lead a team of effective engineers, support analysts and service delivery professionals
- Manage appropriate levels of resourcing to support the business 24x7 across ANZ
- Mentor team members and develop their professional capabilities
- Foster a customer-centric culture within the technology service teams
- Establish performance goals and career development paths for team members
- Build and maintain strong relationships with key stakeholders across the business
- Serve as an escalation within the Field Service team ANZ
- Partner with technology and business leaders to ensure consistent messaging and expectation setting
Technology Service Management and Improvement:
- Oversee the delivery of high-quality, reliable technology services and support across the organisation
- Maintain service level agreements (SLAs) and operational level agreements (OLAs)
- Foster a culture of learning and customer service by leveraging best practice frameworks (e.g. ITIL) for service management processes (ITSM)
- Ensure efficient incident, problem, change, and release management with no exceptions
- Drive continuous service improvement through regular reviews and feedback mechanisms
- Oversee integration between OT and IT environments
- Manage cross-functional teams of OT specialists and IT field service engineers
- Enable OT asset lifecycle management
- Implement standardised site technology and support processes including performance monitoring of both IT and OT
- Support operational technology security and compliance
- Support vendor and technology selection/evaluation
- Provide end user support as required across the network of sites
- Support the site setup process for new hires
- Ensure service tickets are logged within the Service Management System and SLAs are met
- Manage the lifecycle of information documentation and relevant field service processes
- Work collaboratively with other IT teams (network services, systems management and/or applications development, service desk & security) and proactively engage with internal stakeholders and employees to identify opportunities and solutions that enhance the performance, security and functionality of Inghams' IT Services.
Key requirements:
- Diploma or Bachelor of Information Technology or equivalent is desirable
- 5+ years of progressive experience in IT service management or field IT related roles
- 2-5 years' leadership experience with managing technology teams
- 2-5 years' experience with operational technology (OT) or supply chain technology
- Sound understanding of ITIL processes and service management frameworks (ITIL, COBIT, etc.)
- Sound understanding of OT enabling technologies (SCADA, PLC, HMI, etc.) and vendor landscape within FMCG (preferably with protein and meat industry experience)
- Experience with service management tools and technologies (JIRA, ServiceNow, etc.) and remote assistance tools such as Remote Desktop Connection, Beyond Trust etc
- General understanding of cloud services, infrastructure management, information security and application support
- Experience in PC hardware replacement and repair, enterprise workstation deployment and configuration, troubleshooting client network connectivity issues, and configuration of networked printers
- Experience with configuration and troubleshooting of standard business software applications such as Microsoft Office Suite, Business Intelligence and Data and AI tools
- Experience with standard operating environments with desktop, laptop, mobile devices and supported vendor products and services, working knowledge of imaging Windows, Management tools, and other productivity products in a networked environment
- Experience troubleshooting networking and connectivity in corporate environments including remote manufacturing sites
- Experience with Windows Azure Active Directory
- Familiarity with project management methodologies (i.e. waterfall and agile)
- Experience with change management, IT governance, risk management, and compliance
- Excellent communication and interpersonal skills
We're looking for people who are curious, caring, courageous and committed to join us; people who want to contribute their best work every single day and continue delivering deliciously good food that's…Always Good
