07 Jan, 2022

Service Operations Manager

  • Admin
  • Remote
Full time Call Centre-Customer Service Education-Training

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]*?

You consider yourself as a customer centric leader who has developed your experience providing support to external customers (both big and small), ensuring that not only SLA’s have been met, but exceptional service has been provided as the ambassador to the service desk function.

As a natural people leader, you know how to get the best out of your team by being that guide and mentor.

Being comfortable in working within a cross functional environment, you will have had proven experience in defining, improving, and creating policies and processes (ITIL) but at the same time not forgetting that our customers are the highest priority.

As a career driven individual, you are excited about joining a team to make positive change, rather then just sit within a BAU capacity. You’re also keen to step up, drive change and progress your career.

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…)

Ideally you will come with:

  • Experience in leading and inspiring a Service Desk function (Applications) within an enterprise environment
  • Experience within a vendor or outsourced vendor, dealing with external customers and managing SLA’s
  • Proven experience in establishing policies and processes to ensure high service performance
  • Proven service management capabilities including driving continuous improvement
  • Excellent understanding of ITIL based processes and procedures
  • Demonstrable experience in transforming problems into working solutions, by working collaboratively across diverse functional teams
  • Proven track record of successfully implementing significant structural and technological change within a large team
  • Drives change & quality improvements utilising quality & lean six sigma tools.

A day in the life…

The Service Operations Manager leads the 2nd and 3rd line support teams within the Libraries and Education Business, responsible for the delivery of high-performance customer support to over 3000 schools and libraries customers across Australia.

This is a highly strategic position that will work closely with peers in the Services Group and across the business with Directors in Development, Product and Sales, driving great service ethics and efficiency in our service desk while maintaining SLA’s.

The role holder will be an ambassador for Support, working to provide effective communication on support services and building relationships across the business to ensure a great service is being delivered.

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


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Remote Status

100% Remote | Work From Home

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