Global Organisation
- Hybrid working environment
- On-site parking
- **Full Time Permanent position**:
- **$140K - $160K + super + 10% bonus**:
- **Hybrid working environment - parking on-site**
**Responsibilities**:
- Account Management - Facilitate the communication of GT abilities and constraints to regional business and internal customers. Understand and communicate the technology needs of the business area(s).
- Workload scheduling - Management, resource planning of staff - Direct management of local GT technicians.
- Project Delivery - Participation within planning and monitoring the execution of activities, tasks and work packages for both Regional Support Technicians and Global Technology teams in alignment with global and regional projects.
- Support Coordination - Facilitate the escalation and root cause determination of critical production environment incidents
- Financial Management - Contribute and manage regional financial elements of the Global Technology budget.
- Coaching - Encourage junior resources to take responsibility for their development within the compnay. Challenge others to develop as leaders, while serving as a role model. Share acquired skills and business/system knowledge with team members through formal and informal channels. Establish KPIs and develop the team.
- Reporting - This position reports to the Director of Workplace and Regional Services. The Manager must report on the projects, issues, requirements from the business. They seek advice to resolve issues or to determine best approach to manage project situations where required. They could also be asked by the Director to implement new practices/methodologies to improve IT service delivery to the business enterprise.
- Global Team
- This position would require significant interaction with each of the other IT Services managers in their team. The IT Services Manager will provide regular updates to the Regional IT Director concerning issues, projects, budget reporting and requirements, new implementations, upcoming plans and resourcing.
- Regional Team
- This position will coach and train the Regional techniciansin helping themto grow professionally and acquire the skills required to be successful in the organization. Regular meetings to provide understanding and needs of different projects, support work, planned work. Manage growth through performance feedback, training plans and reviews. Ensure processes are understood, enforced and followed.
- Operations and Platform Support - This position requires interaction in the development of operational services, execution of global projects in the region and resolution of escalated operational and support issues.
- Network Services - This position requires interaction in the development of communication services, execution of global projects in the region and resolution of escalated operational and support issues.
- Global IT Service Desk - requires interaction to develop superior incident management and work order delivery
- Business Users/Customers - Understand business needs & making recommendations for technology solutions. They will support changes in business processes and organizational structure through the implementation of IT systems. Escalate important issues where required and provide regular feedback. Explain where necessary, delays, policies and procedures
- Vendors/Contractors - Provides product knowledge, support, vendor analysis, and vendor selection. Connect with contractors to define local work and provide relevant information to the business.
**About you**:
- 5+ years in (global) IT Service Management experience or similar
- Background in Supply chain and logistics
- Communications skills (strong) - As this role is a primary communication conduit between the regional business unit and the GTS centers of excellence, the explanation of complex technology via formal speaking and presentations are fundamental. As well, attributes associated with managing expectations, such as active listening and conflict resolution will be utilized daily.
- Relationship building - continual cross functional and regional meetings, in and out of regular business hours is required. Collaborative decision making within the established corporate policies such as Change Management, End User Computing, Evergreen.
- Accountability - this position is responsible and accountable for completing assigned work packages or tasks on time and on budget.
- Negotiation Skills-requires strong decision making and negotiation skills to influence and persuade in their working relationships.
- Leadership - providing guidance to less experienced staff.
- Assertiveness
- keeping the project on track and ensures resources are available when needed.
- Tact and diplomacy - ensure professionalism when dealing with internal customers and outside vendors.
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