03 Jan, 2022

Service Centre Manager

  • Admin
  • Remote
Full time Call Centre-Customer Service Management

Job Description

Changing communities for the better starts with you

Join us on our mission to change the world.

[Hidden]* is a global organisation of over 5,000 employees, providing smart software to deliver the public services of the future and improve outcomes for citizens.

We do this by collaborating with a large number of organisations including schools, libraries, local councils, state governments, and healthcare and community organisations, applying innovation and creative thinking.

We are problem solvers and experts in our field. And we love what we do because it makes a difference to those who really need it.

In our team we have some truly amazing people - smart, passionate, fun. And there’s plenty of room for you to join us.

So, are you ready to become part of our vision in building a better world though smart software and cloud services?

What does it take to become a [Hidden]*?

Working across our internal and customer environments, building robust solutions and providing specialist engineering support needs all your natural super powers to be at the ready.

You have deep and broad technical expertise across mature and emerging technology platforms.

You thrive on complexity, where opportunities to learn and teach show up every day.

We welcome your unique talents

Please apply for this role if it would make you excited to come to work every day.

Sorry if this sounds cheesy, but we really do want you to bring your whole self to work. There is no such thing as the perfect candidate, so if you think you have what it takes, but don't necessarily meet every single point on the list below, please still get in touch. We'd love to have a chat and see if you could be a great fit. (It’s also a fact that women and underrepresented groups tend to only apply when they check every box…)

You have deep service centre experience supporting:

Application support

  • Drive and transform the operating model to ensure best support for our customers and the business units
  • Work closely with the business, understand business and customer requirements, and ensure the function is set up to deliver to KPIs/SLAs
  • Mentor, lead & develop a team to ensure they are set up for success

Hopefully you also have experience managing an ITSM operation along with proven experience in change management and supporting a transformation program. Someone who has previously worked for a service provider/vendor is attractive to us.

A day in the life…

Our Service Centre Manager is responsible for ensuring our customers and business units are supported. Working closely with the business, both direct reports and key stakeholders, you will be driving the way forward that is best aligned to ensuring we deliver to contractual obligations.

Using your knowledge of ITIL, you will continue to improve processes & procedures.

You understand the importance working collaboratively and towards a shared vision.

Why you’ll love working with us

We know that when our people are happy they will work better and have greater work satisfaction. We are an Australian Business Awards Employer of Choice and a UK Financial Times Diversity leader for the second year in 2021, rising 400 places and ranking 10th overall in the IT and software sector. We work with leading organisations such as the Tech Talent Charter and White Ribbon

So here at [Hidden]*, we look after you. Here’s what you can expect:

Career opportunities – we take great satisfaction in seeing you grow and share your knowledge to other parts of our large business

Flexible work – we have the technology and tools to support you to work from that tropical paradise you’ve dreamed of… or even if you just prefer to work from home and come into our offices now and then to catch up and socialise with colleagues

We’re all different – and we love this about us. We provide an inclusive, safe and welcoming environment to all [Hidden]*, new and old

Focus on learning– there are heaps of opportunities to enable you to grow and be your best.

Giving culture - we encourage you to “give back” with benefits such as our Donate a Day leave where you can volunteer for a charity of your choice

Apply for this job - Become part of something special

Do you see yourself in this role? If so, then we would love to hear from you. Please include a cover letter outlining how your experience, aspirations and values are a match, along with your resume and we will take it from there

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.

 

[Hidden]* - Registered Dream Gig Job Seekers that click 'Apply Now' will gain direct access to the employer's job listing.

Remote Status

100% Remote | Work From Home

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