IT Support & Service Delivery Lead

Evergreen Garden Care; Sydney; Hybride; AUD 140 000 - 180 000; Plein temps

Avantages offerts par ce poste

Office near Bella Vista Metro

Hybrid working style

Gardening Day

Birthday day off

Learning and development opportunities

Competitive compensation

Résumé du poste

Evergreen Garden Care is seeking an experienced IT Support and Service Delivery Lead to oversee the delivery of high-quality IT services across our Australian operations. Acting as the primary interface between Group IT, Australian stakeholders and third-party partners, you will drive reliable, efficient IT support and continuous improvement.

This role combines service delivery, stakeholder management, vendor coordination, and service desk oversight.

Qualifications

• Experience in IT Service Delivery and Service Desk Leadership.
• Knowledge of ITIL Service Management practices.
• Experience working with third-party vendors and managed service providers.
• Ability to communicate with both technical and non-technical stakeholders.
• Familiarity with Active Directory, Microsoft 365, Exchange and SharePoint.

Responsabilités

• Monitor and report on service delivery metrics and KPIs across Australia.
• Drive continuous improvement to enhance service quality and user satisfaction.
• Identify, escalate and track issues through to resolution.
• Communicate performance, risks and improvements to stakeholders.
• Oversee the Australian service desk queue and ensure timely incident resolution.
• Collaborate with global service desk teams to maintain consistency.

Connaissances

IT Service Delivery

Service Desk Leadership

IT Support

ITIL

Active Directory

Microsoft 365

SharePoint

Vendor Management

Stakeholder Management

Reporting & Documentation

Project Coordination

Travel

Description du poste

Evergreen Garden Care is the leading retail garden care company in Europe and Australasia, dedicated to producing high-quality products that help people create better, greener spaces for happier, healthier lives.

We believe in the transformative beauty of green spaces, whether they are vegetable patches, lawns, indoor pots or public park and gardens. Our mission is to inspire and enable anyone, anywhere, to create and maintain a green oasis.

Evergreen Australasia has a proud heritage and offers premium products across several well-known consumer brands, including Scotts, Osmocote, Baileys, Searles, Tui, and Round Up.

• Do the Right Thing: Act with integrity and passion for quality.
• Always Better: Strive for continuous improvement and embrace change.
• Winning Together: Work as a team and create value through collaboration.
• Own It: Deliver on commitments and give the best every day.

About the Role

We are seeking an experienced and customer-focused IT Support and Service Delivery Lead to oversee the delivery of high-quality IT services across our Australian operations.

Acting as the primary interface between Group IT, Australian business stakeholders and third-party support partners, you will play a key role in ensuring reliable, efficient and business-focused IT support services.

This is a varied role that combines service delivery, stakeholder management, vendor coordination, service desk oversight and continuous improvement. You'll work closely with local and global teams to drive service excellence, enhance the user experience and ensure IT services continue to meet the needs of the business.

Key Responsibilities:

Service Delivery & Performance

• Monitor and report on key service delivery metrics and KPIs across Australia.
• Drive continuous improvement initiatives to enhance service quality and user satisfaction.
• Identify, escalation and track service delivery issues through to resolution.
• Communicate service performance, risks and improvement opportunities to key stakeholders.

Stakeholder Management

• Serve as the primary point of contact between Group IT and Australian business units and sites.
• Build strong relationships with business stakeholders to understand operational needs and priorities.
• Foster effective communication and collaboration between IT and the business.
• Coordinate with third-party support providers to ensure timely resolution of incidents and service requests.
• Monitor supplier performance and ensure compliance with agreed service levels.
• Drive accountability and continuous improvement with service partners.

Service Desk Leadership

• Oversee the day-to-day operation of the Australian service desk queue.
• Ensure timely and effective resolution of incidents and requests.
• Support the delivery of Level 1 and Level 2 IT support services across multiple Australian sites.
• Work closely with the global service desk team to promote consistency and service excellence.
• Share knowledge, best practices and guidance across the wider IT support function.
• Support training and knowledge-sharing initiatives.

Continuous Improvement & Problem Management

• Identify recurring issues and drive long-term solutions to reduce repeat incidents.
• Coordinate the escalation and resolution of complex technical issues.
• Continuously review and improve service desk processes and customer experience.

Reporting, Documentation & Asset Management

• Maintain accurate service records, documentation and knowledge articles.
• Prepare regular reporting on service desk performance and improvement opportunities.
• Manage the Australian IT asset database, including reporting on stock levels and equipment allocation.

Project Support

• Assist with the coordination and delivery of IT projects across Australian sites. Travel is required for the role.
• Collaborate with internal teams and external partners to support successful project outcomes.

About You

You're a service-focused IT professional who enjoys building relationships, solving problems and making a positive impact on the user experience. You are comfortable working across both technical and business environments and can effectively manage multiple stakeholders to achieve successful outcomes.

To be successful in this role, you will bring:

• Experience in IT Service Delivery, Service Desk Leadership, IT Support or a similar role.
• Strong understanding of IT service management principles and best practices.
• Experience working with third-party vendors and managed service providers.
• Knowledge of Active Directory, Microsoft Windows, Microsoft 365, Exchange and SharePoint.
• Strong troubleshooting and problem-solving skills.
• Experience managing incidents, service requests, problem management and knowledge management processes.
• The ability to interpret business needs and translate them into practical IT solutions.
• Experience producing reports, maintaining documentation and creating knowledge articles.
• Excellent communication skills with the ability to engage effectively with both technical and non-technical stakeholders.
• A collaborative approach and the ability to work effectively within a global team environment.
• A proactive, hands-on attitude with a strong sense of ownership and accountability.
• Familiarity with ITIL Service Management practices.

Qualifications

• Current Driver's Licence.

Can't slow the grow: Why You'll Love Evergreen

At Evergreen, you'll join a creative, supportive, and rewarding environment. Here's what we offer:

• A relaxed style office in Bella Vista which is just a 5-minute stroll from the Metro Station
• A supportive environment that sparks innovation and nurtures growth.
• Benefit from competitive compensation and a comprehensive benefits package.
• Dynamic culture programs that include recognition, social events, and health and wellbeing initiatives.
• A flexible, hybrid working style.
• A day off on your birthday and an extra day of leave, known as 'Gardening Day'.
• Ongoing learning and professional development opportunities in a workplace that values your growth.