Do you want to lead a high-performing team in Adelaide or Auckland and make a significant impact on service delivery and client satisfaction across the APJ region? This is an exciting opportunity for an experienced Service Desk Manager who can oversee daily operations, ensure exceptional service delivery, and drive continuous improvement.
Key Responsibilities
* Manage a team of Service Desk representatives handling multi-channel customer interactions.
* Develop and implement operational plans, policies, and procedures to meet service level agreements (SLAs) and quality standards.
* Drive resource and capacity planning to meet evolving business needs.
* Ensure seamless communication and collaboration with clients, account executives, and service delivery managers.
Key Accountabilities
Financial
* Budget management
* Forecasting accuracy
* Productivity improvements
People
* Staff retention
* Succession planning
* Performance feedback
* Employee engagement
Customer
* SLA adherence
* Client satisfaction
* Innovation in service delivery
What We're Looking For
Experience & Qualifications:
* 5–10 years' experience in Service Desk or Call Centre management.
* Proven ability to manage operational plans, budgets, and service delivery teams.
* Strong understanding of global and local Service Desk industry trends.
* Experience in managing client relationships and delivering continuous improvement initiatives.
Core Competencies:
* Strong analytical, financial, and strategic planning skills.
* Excellent communication, negotiation, and relationship-building abilities.
* High level of commercial acumen and results orientation.
* Demonstrated leadership in managing diverse teams and driving performance.
* Ability to work independently and collaboratively in a fast-paced environment.
Why Join Our Organization?
We believe in innovation, collaboration, and excellence. You'll be part of a global team that values integrity, diversity, and continuous learning.
This role offers the opportunity to shape the digital experience for clients across the Asia Pacific and Japan.
We are an Equal Opportunity Employer and welcome submissions from people from all walks of life.
We celebrate our diversity and recognize it is the unique contributions of our people that give us our edge.
Accommodation of special needs for qualified candidates may be considered within the framework of our Accommodation Policy.
We are committed to fostering an inclusive environment where everyone can thrive.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company.