Employee Tech Experience Lead | Service Optimisation

Insignia Financial; Adelaide; On-site; AUD 140,000 - 170,000; Full time

Job summary

Insignia Financial in Adelaide, SA, is seeking a Service Experience & Optimisation Manager to lead the frontline technology support function, driving operational excellence and service transformation across the business.

You will build and coach a team of Technology Analysts, optimise processes, and partner with Technology and the broader business to enhance employee experiences through knowledge management, automation and data-driven insights.

Qualifications

• 7+ years of experience in IT service management, technology support or employee technology services, including people leadership.
• Strong understanding of service management disciplines including incident, request and escalation management.
• Proven experience leading operational performance and service quality improvements.
• Experience using ServiceNow or a comparable platform to support service delivery and reporting.
• Demonstrated ability to use data and insights to improve service outcomes and employee experiences.
• Experience delivering service transformation initiatives, including automation, self-service and knowledge management programs.

Responsibilities

• Lead and develop a team of Technology Analysts to deliver responsive, reliable and high-quality technology support.
• Manage daily service operations including queue health, workload prioritisation, escalations and service performance.
• Drive the transformation of frontline technology support into a proactive, insight-led and employee-focused function.
• Enhance employee technology experiences by simplifying support processes and improving communication channels.
• Champion the adoption of self-service, digital support channels and automation opportunities.
• Establish and embed effective knowledge management practices to improve resolution quality and support consistency.
• Leverage service data, user feedback and operational insights to identify trends and drive continuous improvement initiatives.
• Partner with technology teams to resolve recurring issues and optimise ServiceNow processes, workflows and reporting capabilities

Skills

IT Service Management

People Leadership

Stakeholder Engagement

ServiceNow

Data-driven improvements

Tools

ServiceNow

Job description

Insignia Financial in Adelaide, SA, is seeking a Service Experience & Optimisation Manager to lead the frontline technology support function, driving operational excellence and service transformation across the business.

You will build and coach a team of Technology Analysts, optimise processes, and partner with Technology and the broader business to enhance employee experiences through knowledge management, automation and data-driven insights.