AddressCompass Group is a world leader in catering and support services, employing over 600,000 people across 45 countries. Rated number one in our industry on Fortune’s World’s Most Admired Companies for 2020, Compass Group serves 5.5 billion meals each year to our 55,000 clients worldwide.
In a period of growth, we are seeking applications for a Service Delivery Team Leader as the primary contact for D&T services. The person must have hands-on technical expertise in end-user computing activities and in-depth knowledge of hardware, software, and user requirements, and leadership skills to supervise technical personnel in a service-oriented environment.
The Position
This hands-on role reporting to the Infrastructure & Service Delivery Manager will require you to;
- Be responsible for the D&T Service Delivery function within the organisation
- Lead a Team of 9 individuals across Australia – responsible for D&T Support and Projects
- Work with the Team to provide a high-quality service to our customers and clients in line with Compass Group contract requirements
- Manage the Team’s ticket flows and count to ensure within SLA and ensure ITIL/ITSM process is followed and adhered to
- Be responsible for Incident Management, Change Management, Vendor Management, IT Asset Management and IT Procurement
- Act as an Escalation Point/Specialist Teams liaison when necessary and troubleshoot/resolve system/application issues that may arise
- Oversee the Service Desk (based offshore) and work in partnership with the Service Desk Management Team
- Analyse data and compile reports where requested
- Transition D&T projects into BAU state with knowledge transfer and processes in place, work in collaboration to deliver new technology
The Person
We will be looking for candidates with the following attributes;
- Experience in the provision of great customer service
- Experience in a high-volume contact centre
- Experience working with computer systems and applications
- A firm understanding of ITIL and SLA’s
- Clear experience noticing trends in common support issues that arise and suggesting improvement strategies
- Proficient to intermediate level in MS Project, Word, Excel, PowerPoint, Visio
The Benefits
This is your opportunity to develop within a company that is agile, innovate and a market thought leader. As this is a role which leads the Service Delivery team, you will have the ability to influence and drive real difference.
We place great importance on being an employer of choice and offer excellent career opportunities including internal transfers; ongoing training and development, a competitive salary, recognition programs including awards, long service and team event days; and company discounts. Join a team that shares your commitment to quality, teamwork and "safely can-do".
We embrace equal opportunity and promote diversity. We actively encourage Aboriginal & Torres Strait Islander people, men and women of all backgrounds, ages, sexual orientation and People with Disability to apply.
