Practice Manager - IT Service Centre

Join Our Team and Shape the Future of IT Managed Services Solutions!

About the Role:
We are seeking an experienced Service Centre Practice Manager to join our team, focusing on overseeing the daily operations of the Service Centre and promoting a customer-centric environment to ensure exceptional service delivery and a positive customer experience. This role involves building and motivating a team of IT support staff to achieve internal KPIs and external customer SLAs, optimising processes and workflows, maintaining high standards of performance and quality, managing critical stakeholders, and initiating and managing strategies to improve and enhance operations, service delivery, and the customer journey.

About Us:
Experteq is a proudly Australian-owned IT Managed Services Provider (MSP) and Professional Services Consultancy with over 30 years of experience. We deliver innovative technology solutions to more than 50 clients in the banking, finance, corporate, and government sectors nationwide, including 30% of Australia's Authorised Deposit-taking Institutions. With a rich history and extensive experience in one of Australia's most regulated industries, our high-performing teams excel in collaborating with clients who demand the highest levels of security, compliance, and regulatory standards. We offer deep technical expertise across a comprehensive range of services, including trusted private and public cloud solutions, end-user services, and business optimisation.

What You Will Do Here:

Operations: Oversee a 24x7 support operation, ensuring effective and efficient delivery of support for our Managed Services customers. Ensure tickets are handled as per internally published ITIL standards, maintain roster coverage, provide 24x7 on-call services, participate in Disaster Recovery exercises, and maintain the accuracy of information within ServiceNow.
Team Leadership: Manage and lead a team of support staff, including hiring, induction, training, coaching, development, and performance management. Create an environment where employees feel empowered and engaged.
KPI and SLA Management: Ensure adherence to KPIs, rectify non-compliance, identify improvement areas, drive the resolution of aged tickets, and ensure successful implementation of changes.
Stakeholder Management: Handle customer escalations promptly, collaborate with internal departments for optimal service delivery, and ensure successful project handovers.
Budget Management: Ensure services are delivered within the allocated budgets, highlighting cost issues or potential reductions.
Processes, Procedures, and Tools: Promote ITIL compliance, create and optimise processes, and maximise the use of tools for productivity and customer delivery.
Strategy and Continuous Improvement: Develop and implement strategies to enhance team performance, operational efficiency, and customer service delivery. Perform data analytics to identify trends and recommend call reduction strategies.
Reporting: Provide real-time dashboard reporting of internal KPIs and customer contract SLAs, and provision of reports as required.
Who You Are:

Qualifications and Experience: Bachelor's degree in IT, Management, or a related field (or equivalent experience). At least 2 years of leadership experience in a support-related field. Solid understanding of technology in a Managed Service Environment. Experience/certifications in the ITIL framework. Knowledge of ServiceNow or equivalent is an advantage. Experience with budget management and resource allocation is desirable. Unrestricted permanent working rights in Australia.
Leadership: Ability to inspire and motivate a team towards achieving goals. Confident self-starter with initiative, influence, and passion.
Customer Focus: Dedication to meeting and exceeding customer expectations with comprehensive knowledge of the customer experience.
Problem-solving: Creative approaches to challenges, strong analysis, and effective solution implementation.
Organisational Skills: Ability to work under pressure, prioritise tasks, and manage time efficiently.
Stakeholder Management: Engage and manage effective relationships with stakeholders, collaborate and influence to deliver customer solutions.
Innovative and Solution Oriented: Strategic thinking, informed decision-making, and driving solutions from business case to implementation.
Adaptability: Flexibility to handle changing priorities and demands.
Why You Will Love Working Here:

Meaningful Flexibility: Enjoy a flexible 'dress for your day' office culture and a hybrid work environment with 2 days in the office and 3 days remote each week, along with flexible hours around core work times.
Centrally Located: Our office is centrally located in Sydney's CBD just half a block from the QVB, making commuting on office days a breeze!
Tech Perks: We'll provide you with a powerful laptop and a monthly mobile phone allowance.
Discounts: Enjoy staff discounts across various services including finance, health, real estate, and retail.
Social Connections: Connect, learn, and socialize through regular team lunches, activities, learning opportunities, industry events, forums, and celebrations.
Employee Support: Benefit from study leave assistance, health and well-being support including a Mental Health First Aid officer, access to a confidential EAP, and annual flu shots.
Leave Benefits: We offer 12 weeks of universal parental leave and a day off to celebrate your birthday.
Career Advancement: Grow your career with opportunities to work on innovative and diverse projects across various industries and technologies. We'll work with you to tailor a career progression plan and development goals to keep you challenged and growing.
Awards & Recognition: Your hard work and loyalty will not go unnoticed. We offer service awards, celebrate your achievements, and have an employee referral program for successful new staff member referrals.
Diversity and Inclusion:
We embrace diversity and inclusion that benefits everyone. We are proud to be an equal-opportunity employer that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.

Note to Recruitment Agencies:
Unsolicited resumes or profiles sent to any employee will not be accepted.