Operations Manager - Service Desk

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role (your why)

The Operations Manager role is accountable for leading service level delivery, team management and customer engagement activity across multiple Field, Service Desk and Deskside Operational Teams. This role is critical to ensuring Customer Support meets required service levels, achieves expected revenue flows and delivers a high quality of service.

You’ll lead customer engagements that reimagine and execute world class service offerings, process improvement, customer onboarding and new business opportunities.

You will be required to support how we lead change and the adoption of new ways of working that maintains a high level of engagement across a large workforce.

This role will bring a balance of discipline, creativity, perspective, and focus to make a difference for the organisation and our customers. You will understand our future, whilst maintaining a relentless focus on execution and delivery.

This role will be based in our Datacom office in Canberra.

Please note that to be successful in this role you will need to be an Australian Citizen, and be eligible for Baseline/ NV1 Security Clearance.

What you’ll do

• Lead, manage and develop a high performing leadership team and self-sustaining eco-system within your operation, and across Customer Support.
• Develop a culture of collaboration, accountable leadership, customer centricity and continuous improvement.
• Partner with General Manager Operations and your wider Operations Management team to drive transformation of the Customer Support operation.
• Support the Service Delivery team to deliver and exceed all customer service level targets.
• Prepare and present weekly and monthly reports to identify trends, risks and areas of improvement.
• Lead on customer activity within your operation including new bids, renewals, transitions, projects and support other key activity including resolution of major incidents.
• Manage revenue flows, ensuring pricing and margin supports financial goals for Customer Support. You will also need to balance service delivery costs to achieve optimal results.
• Create pathways for accelerated onboarding, development and career progression including greater diversity, inclusion, and access to digital development in Australia
• Manage multiple stakeholders up, across and down to remain aligned and ensure open lines of communication are maintained.
• Work with other Customer Support Lead team members and key stakeholders to ensure a strong team spirit with success of the team being more important than the individual.

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.

What you’ll bring

This is an exciting role and, as such, we are looking for someone with extensive Operational Management experience within a Service Delivery environment. You will have 5+ years of managing large contracts for the delivery of IT services with a demonstrated record of consistently achieving high customer satisfaction and SLA conformance.

You will bring a detailed understanding of service management methodologies including ITIL, and have a sound understanding of technical concepts and frameworks. You will have excellent verbal and written communication and your customer relationship building and management skills will be second to none. A good understanding of legal contracts and project management methodologies is highly desirable.

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.