<p><strong><span style="text-decoration: underline;">The Company</span></strong></p><p> </p><p>Robert Half is working exclusively with a leading organisation with a strong presence across Australia and the Asia-Pacific region. Renowned for innovation and digital transformation, the business is investing heavily in technology to support growth and operational excellence. You'll join a progressive environment that values collaboration, leadership, and delivering impactful technology solutions.</p><p> </p><p><strong><span style="text-decoration: underline;">The Role</span></strong></p><p> </p><p>This is a newly created role, reporting into the CTO as a User Experience Manager, you would be responsible for managing and leading the End User Experience function to deliver a consistently superior customer service with a focus on seamless, intuitive and productive employee experience when interacting IT Service Management (ITSM) digital tools, services and support provide by the group business solutions to the clients stakeholders.</p><p> </p><p><strong>Key Responsibilities:</strong></p><ul><li>Manage, measure and report on the overall performance of End User experience function</li><li>Manage and lead the day-to-day operations of the Service Desk and Desktop Support functions.</li><li>Deliver continuous improvements aimed at providing superior IT customer experience internally</li><li>Plan and manage the full lifecycle of all End User Hardware devices with the End User Hardware partner.</li><li>Fulfil the Business Owner role for the ServiceNow platform and MyIT front-end for GBS.</li><li>Manage and champion</li><li>A customer focused service-oriented framework.</li><li>Major IT Incident Management, Request Management and Deployment Management, updating as required.</li><li>IT Change Enablement, ensuring all IT changes are undertaken in accordance with policy and process, prior to implementation. Ensuring appropriate levels of Stakeholder communications.</li><li>Establish and enforce Service Desk and Desktop Support service level agreements.</li><li>Assisting with managing an effective Risk and Vendor Management processes.</li><li>Engage with Cyber Security team to manage operational risk in IT processes and platforms</li><li>Manage and lead the implementation of service and process improvements to ensure that ITSM systems and tools continue to meet our clients requirements.</li><li>Identify opportunities for continuous improvement across IT, through the Process Improvement team, to move suitable tasks from onshore teams to the offshore based team to drive key efficiencies.</li><li>Conduct regular customer feedback surveys, planning any remediation steps to improve customer service.</li><li>Maintaining effective engagement with Business Unit and IT stakeholders.</li><li>Inspire and develop the team into a high performing function ensuring a consistent customer focused service-oriented approach</li></ul><p> </p><p><strong><span style="text-decoration: underline;">Your Profile</span></strong></p><ul><li>Strong customer experience focus</li><li>Experience in ITSM framework and Service Delivery</li><li>Able to work across multiple business units, with at times competing demands</li><li>Strong Excel, Word, Teams and SharePoint skills</li><li>Strong communication and analytical skills</li><li>Strong ability to manage cost center budgets and reporting</li><li>Ability to coach team members on good IT Service Delivery practice and governance</li><li>Ability to develop and maintain Service Delivery performance reporting against a set of Key Performance Indicators (KPIs)</li><li>Ability to hold Vendors/Partners to account</li><li>Strong governance and risk management experience</li><li>Able to work with a hybrid team, spread geographically</li></ul><p> </p><p><strong><span style="text-decoration: underline;">Apply Today</span></strong></p><p> </p><p>Please send your resume by clicking on the apply button or email James Carr on <a href="mailto:[email protected]">[email protected]</a></p><p><strong> </strong></p><p>Learn more about our Melbourne recruitment services: <a href="http://www.roberthalf.com.au/recruitment-agency-melbourne">http://www.roberthalf.com.au/recruitment-agency-melbourne</a></p><p> </p><p><strong>Job Reference No:</strong> 06810-0013347790 JC</p><p><em>By clicking 'apply', you give your express consent that Robert Half may use your personal information to process your job application and to contact you from time to time for future employment opportunities. For further information on how Robert Half processes your personal information and how to access and correct your information, please read the Robert Half privacy notice: <a href="https://www.roberthalf.com/au/en/privacy" target="_blank">https://www.roberthalf.com/au/en/privacy.</a> Please do not submit any sensitive personal data to us in your resume (such as government ID numbers, ethnicity, gender, religion, marital status or trade union membership) as we do not collect your sensitive personal data at this time.</em></p><img src="https://counter.adcourier.com/amFtZXMuY2Fyci45NzIyOC4xMDY3NUByaGlhdXMuYXBsaXRyYWsuY29t.gif">

ITSM Framework, Service delivery, customer experience, end user experience