Workplace Technology Services Lead

Job Description

The Client & Role: We’re currently partnering with an Australian financial services organisation who are looking for a Workplace Technology Services Lead to work with the business across Service Management & Leadership, Access Management & Governance, Stakeholder Engagement and Service Transition.The role will be offered on a full-time permanent engagement and the client currently operate a hybrid work model of three days per week onsite, salary on offer is a package of up to $160,000 per year (inclusive of super) with an additional bonus of up to 10%. Responsibilities: Support the Service Operations Manager in leading and supporting the ongoing establishment of a ITIL Service Operations capability. Contribute to the ongoing service improvement plans across ITIL processes, collaborating with each process owner and wider Tech groups. Contribute to the Employee Service Centre and Service Catalogue uplift including the lifecycle management of the Service Catalogue. Provide advice and expertise on IT Service Management activities in context of the Service Management Tools in use, including ServiceNow. Drive continuous improvement initiatives within the IT service operations, implementing best practices, tools, and methodologies to enhance efficiency, reliability, and performance. Work closely with our ServiceNow Managed Service provider to articulate requirements, validate/test workflows, and approve changes into production. Act as a 2IC to the Service Operations Manager role as needed. Oversee the IT Onboarding and Offboarding process across to ensure the delivery of exceptional Day 1 experience for new starters. Ensure established reporting is in place to monitor and track the delivery of all tasks associated with the Onboarding and Offboarding processes. Govern the processes to ensure the IT Service Desk can successfully deliver tasks set against the agreed SLA’s i.e. Disabling of Accounts. Govern the Working from Home (WFH) process and requirements including scheduling the delivery and collection of WFH assets. Govern the Software and Hardware Asset Management process within ServiceNow including the creation of Hardware Models, retirement of assets and consumables. Develop and implement strategies for the full lifecycle management of software and hardware assets, including procurement, stock level management, deployment, maintenance, and retirement/disposal. Identify continual service improvements to uplift the processes and adopt product uplifts within ServiceNow. Govern the stock controls required within ServiceNow to ensure these are suitable for reporting and alerting of stock levels. Ensure that the Managed Service delivers against the agreed SLA for Monthly stocktake reports, with a focus on assets and consumables of high value. Required Skills & Specialisms: Bachelor’s degree in Information Technology, Computer Science, or related field. ITIL V3 or V4 practitioner stream certifications or course completion are highly desirable. Leading ITSM transformation and supporting the transition of services from project delivery to ongoing operational support. Proficiency in ITIL framework, incident management, problem management, change management, knowledge management, hardware and software management and service level management. Excellent interpersonal skills, particularly regarding positive relationship building and communicating effectively through both verbal and written communications. Demonstrated the ability to effectively lead a team and balance competing priorities. Experience in environments with strong formal change control restraints. Experience in reviewing, collating and sending out communications. Good understanding of digital solutions. A strong level of resilience and good problem-solving techniques, when dealing with challenging operational issues. Focus on setting and maintaining high quality standards in our processes, and the development and retention of our team members. A proactive approach to business development, continuous improvement and account ownership. Ability to interpret software contracts, consumption and entitlement data and leading or co-ordinating software vendor audits. Sound knowledge of the software asset management lifecycle. Strong knowledge of the hardware asset management lifecycle. If you’re a Workplace Technology Lead with strong experience in Service Management & Leadership, Access Management & Governance, Stakeholder Engagement and Service Transition apply now via the link provided. Any questions can be directed to Daniel at Submit your details and attach your resume below. Hint: make sure all relevant experience is included in your CV and keep your message to the hiring team short and sweet - 2000 characters or less is perfect. Attach CV * Attach Cover Letter Please tick this box to signal your acceptance of our Privacy Policy in submitting your details. #J-18808-Ljbffr