Employee Tech Experience Lead & Service Optimisation

Insignia Financial; Western Australia; On-site; AUD 150,000 - 190,000; Full time

Job summary

Insignia Financial in Australia is seeking a Service Experience & Optimisation Manager to lead the frontline technology support function and drive operational excellence across the business. You will modernise services through knowledge management, automation, self-service capabilities and data-driven insights.

You will lead a team of Technology Analysts, shape service delivery and partner with technology teams to improve employee experiences and support performance.

Qualifications

• 7+ years' experience in IT service management, including people leadership.
• Strong understanding of 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, reporting and process optimisation.
• 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.
• Excellent stakeholder engagement, influencing and communication skills across all levels of an organisation.
• Employee-focused leadership with accountability and continual improvement.

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 transformation of frontline technology support into a proactive, insight-led 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 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.

Skills

Team leadership

Service management

Operational performance

ServiceNow

Data-driven insights

Automation & self-service

Stakeholder engagement

Employee-focused leadership

Tools

ServiceNow

Job description

Insignia Financial in Australia is seeking a Service Experience & Optimisation Manager to lead the frontline technology support function and drive operational excellence across the business. You will modernise services through knowledge management, automation, self-service capabilities and data-driven insights.

You will lead a team of Technology Analysts, shape service delivery and partner with technology teams to improve employee experiences and support performance.