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Form of work About the Company
Software services company based in Parramatta, that is part of a large global corporation. What separates our client from competitors is the understanding that whilst innovation in technology is critical to stay ahead, it’s service that builds lasting partnerships and helps transform businesses.
About the Role
Leading and supporting the Support Services and Operations Teams to maximise efficient and effective service delivery to our customers. Customer experience coordination, delivering quality customer experiences.
Process Owner of ITIL Service Operation Processes for Incident, Request and Problem Management and ITIL Service Transition Process of Change Management. Implement processes and strategies that underpin a robust Production Support model to maximise system uptime and mitigate the risk of customers being impacted.
Develop and implement processes and methodologies that promote a customer centric culture. The driver for the process is to ensure they are developed with the mindset of removing dependencies on others.
Collaborate with the Technical Services Manager to ensure effective “Operational support” policies and processes are documented
Monitor and manage the Service Desk queues.
Ensure all KPI’s and SLA’s are being met.
Take ownership of user incidents and requests, ensuring they are addressed appropriately.
Monitor the progress of incidents in relationship to SLAs and escalate to relevant management of any risk to SLAs
About You
5 years commercial experience working in a senior Service Delivery role, gaining a sound understanding of key service delivery process and methodologies.
Excellent communication skills
Experience in managing/leading a Service Desk team.
Experience in analysing/troubleshooting and supporting clients remotely via telephone and
remote support tools.
A track record of achieving targets and high levels of customer satisfaction.
Please apply by upload your current resume in Microsoft Word format only (.doc or .docx). If you would like to have a confidential discussion, please contact Kerry Hunter on kerry.hunter@davidsonwp.com, quoting reference JN -012023-31452. Want to know more about Davidson? Visit us at www.davidsonwp.com
