About the role:
As the National Technical Services Manager for Managed Services in our Brisbane office, the broader scope of your role will include the delivery of Services and Operations for all Managed Services customers through the management of technical and operational staff within their respective locations and working across the Managed Services group and other MOQdigital business groups to develop and deliver operational outcomes for customers.
Your responsibilities will include:
- Working with teams in multiple locations to ensure we are delivering the services for which we are contracted.
- Understanding IT best practices, industry trends/benchmarks and customer service expectations.
- Liaising with team leads, service delivery teams and the leadership team to identify process gaps and implement strategic solutions to bridge them.
- Working with Regional Managers to develop and maintain skills matrices across distributed delivery teams.
- Facilitating staff capability development by mentoring, coaching and suggesting training recommendations.
- Participating in staff career development initiatives facilitated by MOQdigital TALENT.
- Ensuring effective and efficient capacity management is practiced by working with team leads, process managers and the leadership team to develop and sustain a robust capacity management strategy.
- Managing SLAs (escalating as required) and ensuring Service Levels are being met with a view of improving customer satisfaction.
Educational background and certifications
- A relevant tertiary qualification
- ITIL V3 foundation certification is desirable
8-10 years’ relevant work experience
- High Personal Values.
- Responsible, Self-Motivated, Pro-active and Disciplined approach to work.
- The ability to lead a team.
- The ability to work in a team environment.
- The ability to meet deadlines.
- Attention to detail.
- Well presented.
If this sounds like a role you'd be interested in pursuing, email us your CV to: email@example.com
For more information visit our website: www.moqdigital.com.au
For a confidential discussion, please contact Kelly Wilkes on firstname.lastname@example.org