Description
The opportunity:
As a Service Management Team Leader at Hitachi Energy Australia, you will be responsible for leading a team of service professionals, ensuring the efficient delivery of high-quality IT services, and driving continuous improvement initiatives within our service management framework. You will play a pivotal role in maintaining operational excellence and customer satisfaction.
How you'll make an impact:
* You will lead, mentor, and develop a team of IT service professionals, fostering a collaborative and high-performing environment, oversee the day-to-day operations of IT service delivery, ensuring adherence to established service level agreements (SLAs) and operational level agreements (OLAs).
* You will manage and prioritize service requests, incidents, problems, and changes in accordance with ITIL best practices, implement and maintain robust service management processes, including incident management, problem management, change management, and request fulfillment.
* You will monitor service performance metrics, identify trends, and implement corrective actions to improve service quality and efficiency, act as an escalation point for complex service issues, collaborating with technical teams and stakeholders to ensure timely resolution.
* You will develop and maintain strong relationships with internal and external customers, understand their needs, and ensure service alignment, contribute to the development and implementation of service improvement plans and initiatives.
* You will ensure compliance with company policies, procedures, and relevant industry regulations, prepare and present regular reports on service performance and team activities to management.
* You will be responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.
* Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.
Your background:
* Bachelor's degree in information technology, Computer Science, or a related field.
* Minimum of 5 years of experience in IT service management, with at least 2 years in a leadership or supervisory role.
* Proven experience in managing and leading a team of IT professionals, strong understanding, and practical experience with ITIL framework (ITIL Foundation certification highly desirable).
* Demonstrated ability to manage complex IT incidents, problems, and changes, strong analytical and problem-solving abilities with a focus on continuous improvement.
* Proficiency in using IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Management), ability to work effectively in a fast-paced, dynamic environment and experience in the energy or industrial sector is a plus.
* Excellent communication, interpersonal, and stakeholder management skills.
More about us:
* Our flexible working practices help you optimize personal and business performance while creating an environment where all employees can develop their skills and grow.
* International working environment and empowering working culture.
* On Job Training will help you to grow and enhance your skills.
Qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access the Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by completing a general inquiry form on our website. Please include your contact information and specific details about your required accommodation to support you during the job application process.
This is solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes will not receive a response.
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