Head of Digital Workplace Services & Experience

RSL LifeCare; North Sydney; Remote; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Salary packaging benefits

Maxxia Rewards

Fitness Passport

Leave loading 17.5%

Professional development

Career growth

Job summary

RSL LifeCare in New South Wales is seeking an experienced Manager Digital Workplace Services to lead the delivery and continuous improvement of workplace technology services across the organisation. Reporting to the CIO, you will head the Service Desk and End User Services teams, ensuring employees have secure, productive and user-friendly digital tools.

This role focuses on transforming the technology support model from reactive to proactive, data-driven, and customer-centred, driving

Qualifications

• Experience leading Service Desk and End User Computing teams.
• Strong ITSM knowledge and customer-focused delivery.
• Proven track record in service transformation.
• Experience in medium to large organisations.
• Analytical with employee feedback to improve productivity.

Responsibilities

• Lead the delivery and continuous improvement of Service Desk and End User Technology Services across the organisation.
• Develop and implement strategies that improve employee productivity, technology adoption and digital employee experience.
• Drive the transition from reactive support to proactive service management through analytics, automation and continuous improvement initiatives.
• Establish service standards, governance frameworks and performance measures that support business outcomes.
• Champion customer-centric service delivery and continually improve employee satisfaction and service performance.
• Lead automation, self-service and AI-enabled support initiatives that improve efficiency and reduce manual effort.
• Build strong relationships with stakeholders across the organisation and act as the key escalation point for workplace technology services.
• Manage strategic technology vendors and service providers, ensuring service levels, value and performance expectations are achieved.
• Provide meaningful reporting and insights to support decision-making, service optimisation and technology planning.
• Lead, coach and develop a high-performing team while fostering a culture of accountability, collaboration and innovation.

Skills

Service desk leadership

Digital Workplace

ITSM

Analytics reporting

Stakeholder engagement

Automation AI

Education

IT qualifications or related discipline

Job description

RSL LifeCare in New South Wales is seeking an experienced Manager Digital Workplace Services to lead the delivery and continuous improvement of workplace technology services across the organisation. Reporting to the CIO, you will head the Service Desk and End User Services teams, ensuring employees have secure, productive and user-friendly digital tools.

This role focuses on transforming the technology support model from reactive to proactive, data-driven, and customer-centred, driving