Service Desk Manager

Job Description:

• Thrive in a dynamic workplace where innovation and initiative is valued
• Looking for candidates with experience in designing and setting up a Service Desk
• Enjoy a hybrid work setup - with 2 days/week of WFH

OUR STORYFUJIFILM have a proud history of providing innovative products and services that contribute to the advancement of culture, science, technology and industry, as well as improved health and environmental protection in society. We are dedicated to achieving a sustainable society and ensuring a better world for future generations. Employees are ambassadors for living and breathing our Shared Values.THE OPPORTUNITYWe have an exciting permanent full-time opportunity for a Service Desk Manager to join our Business Solutions Services division in Sydney, NSW.Reporting to the General Manager - Business Services, your main responsibility will be to design, build and operate the Fujifilm Business Services National Service Desk. This Service Desk will consolidate Service Desk works across all accounts providing level 1-2-3 Service Desk activities into each account and towards each customer. Additionally, the role will develop delivery transformation plans to drive offshore models and reporting functions to improve customer experience and reduce cost to serve across all aspects of the manager service business. You will drive transition from a Call Centre to a Multi-Tiered Service Desk Operation.We are looking for someone who enjoys working in a fast-paced environment and is self-driven. We employ a hybrid working charter with flexible working options and 3 days/ week office attendance.Key Responsibilities:

• Understand current customer delivery requirements and design a Service Desk blueprint to allow standardisation of delivery processes, standard ITSM toolsets and correct organisational structures.
• Work with your peer & the Operations Manager to maintain existing in-flight delivery activities, create and activate a transition plan to migrate delivery out of siloed accounts into the cross-account Service Desk.
• Design and implement the appropriate call flow structures from incoming events through to the correct resolver groups and using appropriate reporting and escalation processes.
• As our customer base are typically tier 1 commercial and government clients, a high level of process, service excellence, reporting and communication is expected.
• Requirement to remain across best-in-class delivery methods, use of toolsets and organisational structures leveraging latest AII & knowledge base approaches to continually evolve the Service Desk and act as an advisor to other parts of the organisation.
• Work directly with customers to find new ways and apply latest techniques for service delivery to add value.
• Oversee reporting and find ways to streamline reporting activity and finding ways to offer customers great insights and flexibility in receiving information.
• Manage the strategy and delivery execution for Resolver Groups to deliver services into the Managed Service Operation.

Technical Skills

• 10+ years of experience in running a Service Desk in a multi-client environment.
• Experience in designing and setting up a Service Desk.
• Experience with Service Now implementations and operations (including incident management, service request, Change management, problem solving, web portal, service request).
• Demonstrated experience in ITIL or/and having ITIL certification.
• ISO experience.
• Knowledge of IT Cyber Security management requirements.
• Ability to clearly design and articulate organisational design blueprints to create clear understanding and a vision of future states.
• Demonstrates in-depth knowledge of P&L's and data analysis. The ability to understand, articulate and manage drivers of business revenue and profit, and translate this into actionable strategies which deliver targets.

Other skills

• Client facing skills - including experience in change management & driving strong Customer satisfaction.
• Ability to work collaboratively in a cross matrixed organisation where you need to deliver through others.
• Demonstrated experience with leading a team through transformation phase and ongoing.

BENEFITS:

• In house training and development and Generous Educational Assistance policy.
• Diverse Career Development opportunities.
• Employee Discounts through our “Gold Pass” rewards platform.
• Income Protection and Life Insurance.
• Salary Packaging & Novated Leasing available.

OUR COMMITMENTDiversity & InclusionRespecting diversity is the foundation of everything that we do at FBAU.
This allows us to Instil Trust and Collaborate through honest and fair Communication and helps cultivate an environment of Growth and Innovation.
We strongly encourage applicants from key communities including Aboriginal and Torres Strait Islanders, LGBTIQ+ people, and people living with disabilities.Vaccination PolicyThe (FBAU) COVID-19 Vaccination Policy requires employees to be fully vaccinated against COVID-19. Appropriate evidence that you are fully vaccinated against COVID-19 must be provided upon commencement with FBAU
If this sounds like the role for you, please click the below “Apply Now” button and kickstart your application.
For further info you can also contact our Talent Acquisition team at FBAUrecruitment@fujifilm.com