Services Team Lead

Melbourne, VIC, AU, 3000**About John Holland**:
At John Holland, our purpose is simple, we transform lives with everything we do. We've always known at its heart infrastructure is about people — our customers, our employees, and the communities in which we work.

That's our difference. Deep experience and capability with a genuine care about creating better lives for people along the way.

Be part of a team that thrives on rising to the challenge of transforming lives for good.

**About the role**:
Working for John Holland Asset Management Services, as part of the Cross Yarra Partnerships (CYP) Maintenance Team on the Metro Tunnel Project (MTP), the Services Team Lead is responsible for operational systems including Help Desk, Building Management

System (BMS), and the Computerised Maintenance Management System (CMMS).

The role oversees a team of people, who provide administrative support to enable the successful delivery of asset maintenance, cleaning, loading dock, waste management and pest control systems, processes and reporting.

The Services Team Lead is responsible for configuration, data integrity and reporting, ensures contract requirements are understood and applied, and monitors contract compliance and performance. The Services Team Lead will support coverage of the Help Desk

throughout the week and be the point of escalation for the team.

The Services Team Lead manages the day-to-day interfaces between key stakeholders (including the Metro Trains Melbourne, Yarra Trams and the Department of Transport and Planning), Operational Delivery and the Maintenance Delivery teams.

The project is currently progressing through Mobilisation Phase activities which will transition into the 24-year Maintenance Phase.

**Key Responsibilities**:

- Manage a team of Help Desk operators and service providers to provide Help Desk coverage of required hours through efficient rostering 24/7, 365 days per year.
- Establish effective working relationships with key stakeholders (the State, the Franchisee and John Holland) in the delivery of the Help Desk services.
- Ensure a detailed understanding of the contract requirements. Establish Help Desk, technology and systems processes to achieve the requirements and minimise site abatement risks.
- Perform data analytics and provide ongoing performance monitoring of reactive and maintained / predictive asset management to be able to provide recommendations of adequate asset management strategies.
- Manage training in the use of the CMMS and BMS to various stakeholders, the Help Desk Operators, Services Coordinators and other Help Desk users.
- Provide effective systems to support the delivery of maintenance, cleaning, waste management and pest control services. Provide high quality customer service at all times. Manage user expectations.
- Receive, log and categorise service requests, reported service failures, complaints, etc. in the CMMS. Ensure timely acknowledgement of all requests. Monitor the progress of work orders and escalate issues as necessary. Provide management reporting and insights.
- Facilitate Help Desk Team response to service requests and reported service failures in accordance with Response and Rectification requirements.
- Complete assigned tasks in a professional, competent and timely manner.
- Perform all duties in accordance with John Holland policies, processes, systems and procedures.
- During the mobilisation (D&C) phase, assist with interim maintenance activities which include planning of interim maintenance in the CMMS, issuing of work orders, collecting and loading of interim maintenance service records within the CMMS, and coordinating maintenance with the D&C Subcontractors contractors.
- Able to support compliance with the response time SLA and will have a deeper understanding of service-critical issues and the intricacies of appropriate response actions.
- Develop training material, manuals and plans in relation to the effective delivery of the Help Desk Services.

**What we are looking for;**:
The ability to manage complex situations which may require a co-ordinated response from multiple parties/service contractors.

Strong problem-solving skills, especially in a high-pressure environment.

Excellent communications skills with the ability to develop strong relationships with John Holland team members, Franchisee and State stakeholders.

A comprehensive understanding and ability to navigate the CMMS system.

Roster development and management.

Tertiary Qualifications in Business Systems, Commerce, Engineering or equivalent experience in administration IV in Business.

Customer service experience.

Experience within a maintenance or facility management environment.

Team supervision / management experience.

Experience in Maintenance Administration, Coordinator, Planning experience.

Experience in similar role within an operational Private Public Partnership (PPP) / fast paced environment.

This role would suit someone with strong s