Global IT Operations Leader – Service Desk & Field

Gallant Collective; Melbourne; Sur place; AUD 110 000 - 170 000; Plein temps

Résumé du poste

Gallant Collective is seeking an IT Operations Manager to lead global Service Desk and Field Services, ensuring scalable, consistent and responsive support for retail, distribution centres and corporate environments. You will drive performance with KPIs, forecast capacity, and manage vendor relationships to deliver solutions across regions.

The role requires extensive IT service management experience, leadership across multi-site teams, and a track record of improving service levels and customer

Qualifications

• Bachelor's degree in Information Technology, Business, Service Management or a related discipline, or equivalent industry experience.
• 10–15 years of IT support or service delivery experience in complex, multi-site environments.
• Proven experience leading Service Desk operations and Field Services across dispersed locations.
• Strong knowledge of IT service management practices including Incident, Request, Major Incident, Knowledge, Problem escalation and Change awareness.
• Experience defining and managing service levels, operational KPIs, queues and capacity.

Responsabilités

• Accountable for end-to-end performance of global Service Desk and Field Services across regions and locations.
• Develop and execute medium-term support plans and coverage aligned to business growth and 24x7 operations.
• Ensure intake, triage, remote resolution and field services are delivered consistently.
• Ensure global Field Services hands and feet have appropriate geographic coverage, skills, and escalation pathways.
• Drive standardisation, self-service, automation and knowledge reuse to improve first contact outcomes.

Connaissances

People leadership

Service management

ITIL knowledge

Vendor management

Capacity planning

Continuous improvement

Formation

Bachelor's degree

Description du poste

Gallant Collective is seeking an IT Operations Manager to lead global Service Desk and Field Services, ensuring scalable, consistent and responsive support for retail, distribution centres and corporate environments. You will drive performance with KPIs, forecast capacity, and manage vendor relationships to deliver solutions across regions.

The role requires extensive IT service management experience, leadership across multi-site teams, and a track record of improving service levels and customer