Service Specialist

Service Specialist – IT Flightdeck
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
Our Service Specialists play a key role in managing services fulfilled by a team of offshore service providers, overseeing and growing this relationship, and managing Suncorp's 24x7 National Operations Centre (IT Flightdeck) Services and Enterprise Scheduling (Control-M/Axway Secure Transport) platforms. The IT Flightdeck is often the first responder in detecting and dispatching deviations on our systems through alerts and incidents to support teams before they become critical incidents.

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 IT Flightdeck 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 more IT Australian services are transitioned 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 IT Flightdeck function operates within the agreed Key Result areas; provide facilitation and oversight of IT Flightdeck operation practices across Suncorp.
• Monitor the effectiveness of the IT flightdeck 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 IT Flightdeck
• Work collaboratively building & maintaining ongoing dialogue and relationships with application support functions and business stakeholders (Service Owners) as part of continued service improvement and support and work effectively in a diverse and flexible environment.
• 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 IT Flightdeck 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 five (5) years' experience working in a similar role within an Enterprise IT environment, with a sound understanding of various monitoring tools and technologies.
• 5+ 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.
• 5 + years of experience in an IT Operations or Infrastructure support role (Service Desk, Major Incident Management, IT FLIGHTDECK, 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 and Control-M scheduling tool.
• Solid understanding of customer-facing applications and underpinning infrastructure services.
• 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 You'll Bring ( Must – Haves)

• 5+ years in a 24/7 Flightdesk/Command Center/ Major incident environment; 3+ years leading a shift or governing a managed service/offshore team.
• Hands on with ServiceNow (Incident + Event management, CMDB etc )
• Exposure to monitoring tools like Splunk, Dynatrace, Firescope Plus exposure to AWS/Azure monitoring preferable.
• Control-M and Observability awareness

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.

If this opportunity sounds like the challenge you have been looking for, please apply online today. For more information please contact

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 it most, you'll be driven forward by our shared customer obsession and supported at every step of the journey.

For over 100 years Suncorp has been driven by our guiding Purpose – to build futures and protect what matters. To ensure we deliver on that Purpose, we've made a commitment, built on trust, empowerment, and flexibility – to help our people unlock their full potential and unleash their best and brightest selves. With the backing and support of some of the most trusted names in insurance, the Suncorp family provides our people with every opportunity to grow their career as they make a meaningful difference for our customers and our communities. We're excited about what we can achieve together, working every day to be better, do more and realise the future we want to see just beyond the horizon.

At Suncorp we are flexible in the way we approach our work, and we are open to supporting you to achieve your work goals even if that means your work week doesn't look the same as others.

If this opportunity sounds like the challenge you have been looking for, please apply online today. For more information please contact

At Suncorp we build inclusion by providing an environment where everyone can be themselves and feel valued, involved and respected for their perspectives and contribution.