I&O Country Head - ANZ

Adecco Group; Sydney; On-site; AUD 250,000 - 380,000; Full time

Job summary

The Adecco Group in Sydney seeks an I&O Country Head - ANZ to bridge front-line users, brands, and central IT in ANZ. This senior role drives IT service delivery, governance, cost transparency, and service performance across Australia and New Zealand.

Based in Sydney, you will lead global IT offerings, manage vendor relationships, and foster a global I&O capability while promoting continuous improvement and strict SLA adherence.

Qualifications

• University degree in IT or a closely related field.
• ITIL v3 or ITIL4 Foundation certification.
• Extensive knowledge of the IT industry.
• At least 10+ years of managerial IT experience in a multinational environment (ANZ).
• Experience working in a matrix organization.
• Exceptional stakeholder management with global IT and country leaders.

Responsibilities

• Represent Global IT Infrastructure and Operations in ANZ IT leadership discussions and business stakeholder management.
• Lead Field Support and Service Desk services in ANZ.
• Ensure Regional IT requirements are delivered through Global IT service offerings.
• Coordinate communication between Regional IT and Service Owners/Managers in Global IT IO organization.
• Lead regular SLA reviews with Regional IT Head and IT service partners for ANZ.

Skills

Incident management

Relationship management

Supplier management

Asset management

Customer service support

Performance management

Financial management

Proactive leadership

Education

University degree in IT or comparable

ITIL v3/ITIL4 Foundation

Job description

The I&O Country Head - ANZ is the glue between the front-line users, different brands within The Adecco Group and the central Infrastructure and Operations functions in their region. The responsibility is to ensure that Infrastructure and Operations provides the “last mile” of IT services through project delivery, service management, vendor management, continual improvement and standards implementation. The I&O Country Head - ANZ must actively participate and collaborate in fostering a global I&O capability, drive IT cost transparency in Australia and New Zealand, manage the delivery of services / SLA’s and ensure the consumption of standard IT services across.

About Us

We are the world’s leading recruitment agency with more than 32,000 passionate full-time employees in thousands of branches across 60 countries. We are committed to connecting organizations with the talent needed to succeed. In Australia, our network of offices across the country allows us to support you no matter where you are. Our local teams understand the Australian market and are busy connecting people with jobs and jobs with people every day. Every year in Australia alone, we help thousands of people get into exciting new careers. At any given time, we have over 2,500 temporary employees working for us and each year we place more than 1000 people into full time permanent roles.

Main Responsibilities

• Responsible for representing Global IT Infrastructure and Operations in the ANZ IT leadership discussions and business stakeholder management.
• Lead the Field Support and Service Desk services in ANZ.
• Responsible for ensuring requirements of Regional IT are delivered through Global IT Infrastructure and Operations service offerings e.g., operational support requirements or functional requirements (for all services owned by Global IT Infrastructure and Operations).
• Coordinate communication between Regional IT and the respective Service Owners and Managers within the global Global IT Infrastructure and Operations organization e.g., in relation to operational problems or service feedback.
• Lead regular SLA reviews with Regional IT Head and our IT service partners for ANZ.

Work Experience

• University Degree in an IT technical subject or any comparable education
• ITIL v3 or ITIL4 foundation certification
• Extensive knowledge of the IT Industry.
• At least 10+ years of managerial IT experience in a multinational environment managing across Australia and New Zealand.
• Experience working in a matrix organization.
• Exceptional stakeholder management (Within global IT and the country business leaders)
• Occasional (up to 20%) Travel Requirement

SFIA Skills:

Incident Management: Level 4
The processing and coordination of appropriate and timely responses to incident reports, including channeling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.

Relationship Management: Level 5
The systematic identification, analysis, management, monitoring and improvement of stakeholder relationships to target and improve mutually beneficial outcomes. Gains commitment to action through consultation and consideration of impacts. Design the relationship management approach to be taken, including roles and responsibilities, governance, policies, processes, and tools, and support mechanisms. Creatively combines formal and informal communication channels to achieve the desired result.

Supplier Management: Level 5
The alignment of an organization’s supplier performance objectives and activities with sourcing strategies and plans, balancing costs, efficiencies, and service quality. The establishment of working relationships based on collaboration, trust, and open communication to encourage co-innovation and service improvement with suppliers. The proactive engagement of suppliers for mutual benefit to resolve operational incidents, problems, poor performance and other sources of conflict. The use of clear escalation paths for discussing and resolving issues. The management of performance and risks across multiple suppliers (internal and external) using a set of agreed metrics.

Asset Management: Level 4
The management of the lifecycle for all managed assets (hardware, software, intellectual property, licences, warranties etc) including security, inventory, compliance, usage and disposal, aiming to protect and secure the corporate assets portfolio, optimise the total cost of ownership and sustainability by minimising operating costs, improving investment decisions and capitalising on potential opportunities. Knowledge and use of international standards for asset management and close integration with security, change, and configuration management are examples of enhanced asset management development.

Customer Service Support

Level 5
The management and operation of one or more customer service or service desk functions. Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. The delivery of customer service through multiple channels including human, digital, self-service and automated.

Performance Management

Level 4
The optimization of performance of people, including determination of capabilities, integration into teams, allocation of tasks, direction, support, guidance, motivation, and management of performance.

Financial Management

Level 5
Strong overall financial management including budgeting, forecasting, control and stewardship of the IT assets and resources used in the provision of IT services, including the identification of materials and energy costs, ensuring compliance with all governance, legal and regulatory requirements.

Behavior Associated with Success

• Ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders based on respect and teamwork.
• Management expertise with good ability to convince and influence senior stakeholders.
• Ability to act under strong pressure and to manage situations efficiently.
• Good in leadership, developing team members by inspiring, encouraging and providing constructive criticism to help improve performance.
• Good at crisis management. Able to evaluate information quickly, identify key issues and formulate conclusions based on sound, practical judgment, experience and common-sense leadership.
• Proactive. Not somebody who waits for problems to happen but actively seeks to ensure that the IT landscape and environment are always stable and available through SLA monitoring, vendor management, active feedback from the business.
• Team Player
• Improvement Focused
• Problem Solver
• Calm under pressure

On Offer

We empower our people to carve their own career paths their way. After all, it's only natural that a people-focused organisation should be focused on its own people too. We will offer all the training, tools, motivation, and inspiration you need to achieve exactly what you want from your career. If you can make an impact, we'll provide the career development opportunities you need to achieve your potential and thrive.
The Adecco Group is an equal opportunity employer. As part of our commitment to creating a diverse and inclusive workplace, Aboriginal and Torres Strait Islander people are encouraged to apply.

Posting date: 22-10-2026