Manager Digital Workplace Services

RSL LIFECARE LIMITED; Sydney; Remote; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Salary packaging benefits

Maxxia Rewards

Fitness Passport

Parental Leave

17.5% leave loading on annual leave

Professional development opportunities

Job summary

RSL LifeCare Limited is seeking an experienced Manager Digital Workplace Services to lead the Service Desk and End User Services. You will drive performance, modernise the digital workplace and enable a proactive, data-informed support model for a large care organisation.

Reporting to the CIO, you will build a high-performing team, collaborate with stakeholders, manage vendors and deliver measurable service improvements that enhance workforce productivity and employee experience.

Qualifications

• Relevant qualifications in Information Technology or a related discipline.
• Proven experience leading Service Desk, Digital Workplace, End User Computing or ITSM teams.
• Strong understanding of ITSM frameworks, governance and customer-focused delivery.
• Experience driving service transformation and continuous improvement programs.
• Demonstrated success leading teams in medium to large organisations.
• Experience leveraging analytics and stakeholder feedback to improve outcomes.
• Experience implementing automation and AI-enabled service solutions.
• Strong engagement and influencing skills across all levels.

Responsibilities

• Lead the delivery and continuous improvement of Service Desk and End User Technology Services.
• Develop strategies to boost employee productivity, technology adoption and experience.
• Drive transition from reactive to proactive service management using analytics and automation.
• Establish service standards, governance and performance measures aligned to business outcomes.
• Champion customer-centric service delivery and improve employee satisfaction.
• Lead automation, self-service and AI-enabled support initiatives.
• Build relationships with stakeholders and act as escalation point for workplace tech services.
• Manage vendors and service providers to meet SLAs and value delivery.
• Provide reporting and insights to support decision-making and technology planning.
• Lead, coach and develop a high-performing team with accountability and collaboration.

Skills

IT leadership

Service Desk management

Digital Workplace

ITSM frameworks

Stakeholder engagement

Analytics

Automation

AI-enabled support

People leadership

Communication skills

Education

Information Technology degree

Job description

About Us:

At our core, RSL LifeCare provides care and services to veterans and seniors who live in our communities or are receiving support at home. Our vision of creating proud communities living their best lives is at the heart of everything we do as we continue to build upon our legacy of supporting veterans and their families for more than 100 years.

About the Role:

We are seeking an experienced Manager Digital Workplace Services to lead the delivery, performance and continuous improvement of workplace technology services across RSL LifeCare.

Reporting to the CIO, you will lead our Service Desk and End User Services teams, ensuring employees have the technology, support and digital tools they need to work productively, securely and effectively.

This role will play a key part in transforming our technology support model from reactive service delivery to a proactive, customer-focused and data-driven function that enhances workforce productivity and employee experience.

This is an excellent opportunity for an experienced technology leader who is passionate about service excellence, continuous improvement and delivering outstanding digital workplace experiences.

Key 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.

About You

• Relevant qualifications in Information Technology or a related discipline, or equivalent experience.
• Proven experience leading Service Desk, Digital Workplace, End User Computing or IT Service Management teams.
• Strong understanding of ITSM frameworks, service governance and customer-focused service delivery.
• Experience driving service transformation, operational improvement and continuous improvement programs.
• Demonstrated success leading teams and delivering high-quality technology support services in medium to large organisations.
• Experience leveraging analytics, insights and employee feedback to improve service outcomes and workforce productivity.
• Experience implementing automation, self-service capabilities and AI-enabled service solutions.
• Strong stakeholder engagement and influencing skills with the ability to work across all levels of an organisation.
• Experience managing service providers, vendors and commercial agreements.
• Strong leadership capability with a passion for coaching, mentoring and developing people.
• Excellent communication, reporting and presentation skills.

Why Join RSL LifeCare?

• RSL LifeCare offers a range of benefits including:
• Salary packaging benefits of up to $15,900 per year through our not-for-profit status.
• Access to Maxxia Rewards , with discounts across hundreds of leading retailers.
• Fitness Passport membership.
• Universal Parental Leave.
• 17.5% leave loading on annual leave.
• Ongoing opportunities for professional development and career growth.
• Opportunity to influence and shape the future digital workplace experience across a large and purpose-driven organisation.
• A collaborative environment where innovation and continuous improvement are encouraged.

Our Commitment to Diversity

Our values guide everything we do: Do the Right Thing, Aim Higher, Care from the Heart, and Act as One Team.

We value diversity and inclusion and welcome applications from people across our community, particularly veterans, current and former ADF personnel, their families, and Aboriginal and Torres Strait Islander peoples.

We are committed to creating a workplace where everyone feels safe, respected, valued and heard, regardless of gender, sexual orientation, ethnicity, age or disability.

It is a mandatory requirement for employees working in the aged care sector to hold a valid Police Check and/or NDIS Worker Screening Check, as required for the role. All clearances must be verified prior to commencement with RSL LifeCare.

Location

North Sydney