myIT Services Lead

Australia Post; Melbourne; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Flexible hybrid working

Exclusive team member discounts

Health and wellbeing resources

Job summary

Australia Post seeks a MyIT Services Lead to own the day-to-day delivery and performance of technology support across Service Desk, Level 2, Field Services, Asset Management and MyIT Hubs. You will coordinate internal teams and outsourced partners to deliver a seamless end-user experience and drive continuous improvement.

You’ll challenge how things are done, leverage feedback and service data to improve the environment for corporate, retail and operational teams, and lead governance and

Qualifications

• Strong experience in enterprise IT service delivery, including service desk, incident and problem management, governance and continuous improvement.

Responsibilities

• Lead the operational delivery and governance of MyIT services, ensuring service levels, customer outcomes and commercial commitments are achieved.
• Manage outsourced and offshore service providers, driving accountability through service reviews, performance management, escalations and continuous improvement.
• Use ServiceNow insights and customer feedback to identify pain points, improve workflows and remove friction from the end-user experience.
• Partner across Workplace Services and the broader business to resolve complex service issues and continually improve technology support.

Job description

About the opportunity

As our MyIT Services Lead, you’ll take ownership of the day-to-day delivery and performance of the technology support services our people rely on every day. Spanning Service Desk, Level 2 support, Field Services, Asset Management, Executive Services and MyIT Hubs, you’ll work across internal teams and outsourced partners to deliver a seamless end-user experience and continually improve how support is delivered.

This is a hands-on service leadership role where you’ll have the opportunity to challenge how things are done, use customer feedback and service data to drive improvements, and shape a complex service environment supporting Australia Post’s corporate, retail and operational teams.

You’ll also

• Lead the operational delivery and governance of MyIT services, ensuring service levels, customer outcomes and commercial commitments are achieved.
• Manage outsourced and offshore service providers, driving accountability through service reviews, performance management, escalations and continuous improvement.
• Use ServiceNow insights, service performance data and customer feedback to identify pain points, improve workflows and remove friction from the end-user experience.
• Partner across Workplace Services and the broader business to resolve complex service issues and continually improve the way technology support is delivered.

About you

You’re an experienced IT service leader who understands what great end-user support looks like in a large and complex environment. You’re comfortable operating across internal teams, offshore providers and major vendors, and you know how to use data, customer insight and strong relationships to influence outcomes and improve services. You’ll be someone who enjoys taking ownership, challenging the status quo and turning recurring service pain points into better ways of working.

You’ll also need

• Strong experience in enterprise IT service delivery, including Service Desk, incident and problem management, operational governance and continuous improvement.
• Demonstrated experience managing outsourced and offshore service providers, including vendor performance, SLAs and escalations.
• Strong ServiceNow capability, particularly across customer-facing workflows, request pathways, knowledge management, reporting and using service insights to drive improvements.
• Strong stakeholder and people leadership skills, with the ability to influence across business, technology and vendor teams. IT service management certification such as ITIL is desirable.

What else is in it for you?

• Take genuine ownership of MyIT services and have the scope to shape and improve how support is delivered across a large and diverse organisation.
• Build broad experience across corporate, retail and operational technology, working with large vendors and complex service environments
• Join a friendly and supportive team in a challenging and rewarding role with plenty of opportunity to grow your service leadership experience.
• Bring your whole self to work every day and be met by a welcoming bunch of people who respect and support you
• Flexible and hybrid working arrangements, like the opportunity to work from home two days per week
• Opportunities for growth and development through formal programs or mentorship
• Exclusive team member discounts and offers for more cash in your pocket, evolving policies for flexible working, leave types and access to health and wellbeing resources

All walks, one route

It takes a lot of us to deliver for every Australian – and it’s important to us that our people behind the parcels reflect the people receiving them. We come from all walks. Different backgrounds, different ages, different genders, different sexualities and different abilities, but we all believe in the same purpose.

We welcome people all ages, genders and backgrounds – including Aboriginal and Torres Strait Islander peoples, people with disability, LGBTQIA+ communities, and refugees. We’re a Disability Confident Recruiter, committed to making our hiring process and workplace inclusive and barrier-free. We’re also working hard to remove bias and build a gender-equitable experience for everyone who joins us. If you’ve got questions about accessibility, reach out to our Diversity & Inclusion team at [e-mail] or on 03 8737 9415.