Service Experience & Optimisation Manager

Insignia Financial; City of Hobart; On-site; AUD 140,000 - 170,000; Full time

Job summary

Insignia Financial in Australia seeks a Service Experience & Optimisation Manager to lead our frontline technology support and shape employee experiences across the business. You will manage Technology Analysts, push automation, knowledge management, self-service, and data-driven improvements while partnering with technology teams.

This role requires 7+ years in IT service management, strong stakeholder engagement, and a practical, employee-focused leadership approach.

Qualifications

• 7+ years in IT service management or employee technology services.
• Proven leadership of operational performance and service quality improvements.
• Experience delivering service transformation initiatives (automation, self-service, knowledge mgmt).

Responsibilities

• Lead and develop a team of Technology Analysts to deliver responsive, reliable and high-quality technology support.
• Manage daily service operations including queue health, workload prioritisation, escalations and service performance.
• Drive the transformation of frontline technology support into a proactive, insight-led and employee-focused function.
• Enhance employee technology experiences by simplifying support processes and improving communication channels.
• Champion the adoption of self-service, digital support channels and automation opportunities.
• Establish and embed effective knowledge management practices to improve resolution quality and support consistency.
• Leverage service data, user feedback and operational insights to identify trends and drive continuous improvement initiatives.
• Partner with technology teams to resolve recurring issues and optimise ServiceNow processes, workflows and reporting capabilities.

Skills

People leadership

IT service management

ServiceNow

Data-driven decisions

Automation

Stakeholder engagement

Knowledge management

Tools

ServiceNow

Job description

• Lead a high-impact team responsible for shaping the employee technology experience
• Work within a collaborative and forward-thinking Client & Technology division
• Together, we’re making it happen

The opportunity to join our team

At Insignia Financial, we're committed to delivering seamless technology experiences that empower our people to do their best work. As the Service Experience & Optimisation Manager, you will lead our frontline technology support function, driving both operational excellence and service transformation across the business. Combining service management expertise with a passion for continuous improvement, employee experience and innovation, you'll lead a team of Technology Analysts while modernising support services through knowledge management, automation, self-service capabilities and data-driven insights. Working closely with stakeholders across Technology and the wider business, you'll help shape the future of employee technology support.

Key Responsibilities

• Lead and develop a team of Technology Analysts to deliver responsive, reliable and high-quality technology support.
• Manage daily service operations including queue health, workload prioritisation, escalations and service performance.
• Drive the transformation of frontline technology support into a proactive, insight-led and employee-focused function.
• Enhance employee technology experiences by simplifying support processes and improving communication channels.
• Champion the adoption of self-service, digital support channels and automation opportunities.
• Establish and embed effective knowledge management practices to improve resolution quality and support consistency.
• Leverage service data, user feedback and operational insights to identify trends and drive continuous improvement initiatives.
• Partner with technology teams to resolve recurring issues and optimise ServiceNow processes, workflows and reporting capabilities.

What You Will Bring

• 7+ years' experience in IT service management, technology support or employee technology services, including people leadership experience.
• Strong understanding of service management disciplines, including incident, request and escalation management.
• Proven experience leading operational performance, workload management and service quality improvements.
• Experience using ServiceNow or a comparable platform to support service delivery, reporting and process optimisation.
• Demonstrated ability to use data and insights to improve service outcomes and employee experiences.
• Experience delivering service transformation initiatives, including automation, self-service and knowledge management programs.
• Excellent stakeholder engagement, influencing and communication skills across all levels of an organisation.
• A practical, employee-focused leadership approach with a strong commitment to accountability, continuous improvement and team development.

People-inspired tech

Deep expertise combined with creativity can take on the trickiest of problems. Join our team of brilliant minds and mentors as we explore our way to innovation and apply technology in more human ways than ever.

Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police and basic credit checks as a condition of employment.

Please note that applications from agencies will not be considered at this time.

We acknowledge and celebrate the richness that individual differences bring to our team. If you need assistance or an adjustment during the application process, please reach out and let us know.