Title: Senior Manager - Technology Team Member Support
About Us
Are you excited about being a part of one of Australia’s largest retailers, growing continuously year on year? With over 600 stores in Australia, New Zealand, Ireland, China, and Dubai, and many more exciting locations to come, the secret to our success lies in our exceptional customer service paired with competitively priced quality products. We take great pride in being innovative and responsive to the changing needs and challenges of the current market.
Our IT Operations Department is on the hunt for a dynamic and driven leader to take charge of our Service Desk and Tech Squad teams. This role isn't just about managing IT services – it's about delivering an exceptional employee experience, driving operational excellence, and ensuring the seamless performance of our IT support infrastructure.
Role responsibilities
Reporting into the General Manager IT Operations the role of Senior Manager – Technology Team Member Support responsibilities are to:
- Lead and manage the Service Desk and Tech Squad teams to deliver top-tier service, during and after hours
- Manage IT Services and Catalogues, ensuring high levels of employee satisfaction
- Lead the development and implementation of Technology Team Member Support Roadmaps to deliver efficient and effective IT support services aligned with the broader IT Strategy
- Oversee and manage contractual agreements with external service providers, ensuring all SLAs are met
- Provide accurate budget and forecasting for Team Member Support
- Successfully deliver designated projects with a focus on outcomes and efficiency
- Ensure IT Support Services consistently meet internal customer needs and are delivered in line with agreed SLAs
Experience and skills
- Bachelor´s Degree in IT or related discipline.
- Minimum 10 years' experience in IT Service Management within a complex, IT environment
- ITIL 4.0 Certification or the eligibility to attain within the first 6 months.
- Proven track record successfully managing service providers to ensure SLA compliance.
- Demonstrated experience in managing and implementing decentralised hands and feet support team
- A strong track record in managing IT support teams
- Expertise in service management, project delivery, and stakeholder engagement
- Experience managing external service providers and working within SLA frameworks
- Financial acumen to manage budgets and forecasts with precision
- A passion for delivering excellence and driving continuous improvement
Benefits
If working for Australia's fastest growing Pharmacy group isn’t enough, we have some amazing benefits on offer:
- Discounts across all our brands. Plus, access to the "gift shop" at our Head Office with exceptional discounts on end-of-line products.
- Subsidised food and drink at our Head Office on-site café.
- Free flu vaccinations.
If you're ready to make an impact, lead with vision, and elevate our IT support services to new heights, we want to hear from you!