Date Posted: 2024-09-22
Country: Australia
Location: AUSQLD122: Cannon Hill QLD, 101 Southgate Avenue, Cannon Hill, QLD, 4170, Australia
Position Role Type: Unspecified
Use leading-edge technology to design and deliver technical solutions to complex problems.
Work with diverse teams, both locally and globally.
Provide real outcomes that make a difference to our nation's security.
Raytheon Australia is a trusted capability partner to the Australian Defence Force, providing technology solutions that protect and secure our sovereign projects.
We are seeking an experienced and proactive IT Service Delivery Manager to join our IT team and can manage a large team of IT support staff in the effective delivery of workplace IT computing services to staff across multiple regions and areas, acting as the escalation point, setting priorities, monitoring workflows, and resources as well as mentoring and coaching team members on technical and customer service skills.
You will join a local team and be backed with global expertise as well as a tailored career development program to ensure you and your work are successful.
Key Responsibilities
- Responsible for day‐to‐day management, resource planning and work allocation to meet agreed service levels, specifies, agrees and applies standards.
- Monitors service delivery channels and collects performance data. Assists with the specification, development, research and evaluation of service standards. Applies these standards to resolve or elevate issues and gives technical briefings to staff members.
- Initiates and monitors actions to investigate and resolve problems in systems, processes and services. Determines problem fixes and remedies. Collaborates with others to implement agreed remedies and preventative measures. Supports analysis of patterns and trends to improve problem management processes.
- Establishes and maintains operational methods, procedures and facilities and reviews them regularly for effectiveness and efficiency.
- Continually seeks to identify and improve operational processes and procedures, documenting such improvements and maintaining an up‐to‐date and relevant knowledge base.
- Assures that the security, usability and accessibility requirements have been met and that required practices have been followed.
- Supervises individuals and teams. Allocates routine tasks and/or project work. Provides direction, support and guidance as necessary, in line with individuals' skills and abilities. Monitors progress against agreed quality and performance criteria. Acts to facilitate effective working relationships between team members.
- Demonstrates customer focus through active listening, positive language and energy to anticipate, respond and follow through with customers, stakeholders and colleagues.
- Travel may be required within Australia to fulfil the requirements of this role.
Skills, Experience and Qualifications
- Requires a University Degree in Computer Science, Information Technology or Engineering.
- Minimum 8 years prior relevant experience.
- Requires practical knowledge in leading and managing the execution of processes, projects and tactics within IT client computing, IT asset management, mobile device management, identity and access services and all facets of IT support/service delivery.
- Experience managing large user‐facing IT support teams and remote support channels across a large, distributed enterprise workforce.
- Experience in end‐to‐end asset lifecycle management including record, control, reassign, manage, control and disposal of company IT assets within an asset management system.
- Experience communicating with parties within and outside of own work area, which may include external customers or vendors.
This is your chance to belong to an inspiring team and build your career at a company that invests in your future.
As our employees say, we do great work at Raytheon Australia and it's outstanding to work here.
RTX is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
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