Service Improvement Manager

NEC Australia is a leading technology company that delivers a complete portfolio of ICT solutions and services to large enterprise, small business and government customers.  

 About the role

We are seeking a skilled and motivated Service Improvement Manager to join our team and contribute to key innovative improvements which enhance our customers environment. As the Service Improvement Manager you will play a crucial role in working with operational teams to identify and implement opportunities to improve services and processes, and to objectively assess the outcomes of these initiatives.

Responsibilities

• Managing the Service Improvement process life-cycle, ensuring that initiatives are successfully implemented and aligned to Performance Standards and Contracted Service commitments optimising service delivery to the customer.
• Collaborating with stakeholders to gather requirements, conduct analysis, and prioritise delivery aligned with service objectives.
• Leading and managing the implementation of ITIL processes, working closely together with Subject Matter Experts to conduct periodic assessments to verify compliance, ensuring that process gaps and failures are identified and remediated.
• Assessing quality assurance adherence of operational and technical Services Personnel, utilising QA data to highlight training opportunities and process improvements. 
• Ensuring that Operational Documentation exists in alignment to End-to-End processes, and reviewing and moderating documents so that they are sufficiently detailed for accuracy and currency.
• Assisting with the maintenance of the Business Service Catalogue.
• Monitoring the performance and reporting on the effectiveness of processes and improvement initiatives to senior management

About you

• A highly developed knowledge of the ITIL Service framework, with extensive experience in ITSM and ITIL based process development within an outsourcing environment.
• Sound knowledge of concepts within IT infrastructure, and experience in the management of Service Centres/Desks in support of an outsourcing business.
• At least five (5) years experience in IT with an outsourcing service provider.
• Extensive experience in business and data analysis across digital platforms, with exceptional problem-solving abilities, capable of solutioning and implementing innovative initiatives.
• High level of initiative and self-motivation, with strong organisational and time management skills to effectively manage multiple, concurrent activities.
• Demonstrated high level of relationship management and interpersonal communication skills.

 Benefits

At NEC, we offer an outstanding working environment, fantastic corporate culture and an excellent track record of internal promotions along with continuous learning and development opportunities. We place great emphasis on our staff satisfaction and you will enjoy a wide range of benefits such as flexible work options, bonus wellness days off, 14 weeks paid parental leave, NEC Partner Product Discounts, access to great discounts at many retail providers, health and wellbeing program and much more. 

About NEC

NEC Australia is a leading technology company that delivers a complete portfolio of ICT solutions and services to large enterprise, small business and government customers.  NEC Australia helps customers gain greater business value from their technology investments, by delivering end-to-end technology solutions, business and IT transformation consultancy, professional services, communications solutions, application and solutions development and infrastructure and applications managed services and support

Become part of OneNEC. Apply online now!