IT Customer Experience Manager

Summary about this job

Detail information about job IT Customer Experience Manager. Terms and conditions vacancy

• Directly impact on customer experience with the Technology department
• Part of the Enterprise Technology Services Leadership team
• Great career opportunity

About the Role:

Due to internal growth opportunities within AEMO, we are excited to announce we have a new position within the Enterprise Technology Services (ETS) Leadership team, within our Technology Department.

As the IT Customer Experience Manager, you will be accountable for all elements of our internal and external customer’s experiences within Technology and its supporting services. This includes leading the external contact centre, as well as the internal digital workplace support services.

Key accountabilities:

• Represent AEMO in a range of public and industry engagement
• Lead and influence the organisation wide reinvention of the workplace, influencing workspaces including the physical and online collaboration spaces
• Provide expert advice on project or stakeholder issues within AEMO, and to AEMO’s diverse range of stakeholders, including generators, distributors, regulators, and jurisdictions
• Manage special requests and escalations as they occur
• Drive team performance targets that include utilisation, ticket management, and customer service feedback
• Partner across the organisation to provide thought leadership and policy development through sharing knowledge of latest digital trends, current innovations, and road maps
• Lead change and implement new ways to meet business objectives, improve team capacity to deliver to its stakeholders, devising and sponsoring OPEX/CAPEX initiatives as required

Required skills and experience: 

• Tertiary qualifications in IT, Business Administration, computer science, information management or related field, or equivalent work experience
• Certification in ITIL Foundation
• 10 or more years of work experience, preferably in business or IT management, or ideally combination of the two
• 5 or more years’ experience in delivering IT and Customer Service Support using a service management system (e.g. ServiceNow, Remedy, Oracle, HP Service Centre)
• Experience managing internal /external customer-facing support services, help desks, and a wide variety of organisational relationships
• Experience of motivating a large, geographically distributed team
• Great communication skills and a can-do attitude
• A strong problem-solving capability
• Highly developed interpersonal and organisational skills
• The desire to have an impact on AEMOs working culture
• Demonstrably customer-centric in their approach

About the Australian Energy Market Operator (AEMO):

AEMO delivers secure, reliable energy to millions of Australians every day.  Our work touches virtually all aspects of Australia’s industrial, business and domestic life.  We ensure energy produced by electricity generators and gas suppliers reaches consumers nationwide. 

We operate the national electricity grid and manage gas markets in all states except Tasmania and Northern Territory.  We also operate Victoria’s gas system. 

AEMO provides expert guidance to government and the energy sector to inform policy, investment decisions and infrastructure management.  We play a crucial role in shaping Australia’s energy future. 

Your career with AEMO

AEMO has some of Australia’s finest energy sector talent in its midst.  Our work is intellectually challenging, and our people gain enormous satisfaction from solving the complex problems constantly facing them. 

The continuing interplay of shifts in energy generation, reliability, affordability, and a low emissions future will ensure we at AEMO continue to be challenged and driven for many years to come.

So, make your next career move one that really matters! 

Some of our employment benefits:

Here are some of the attractive employment benefits we offer:

• Professional development via projects, assignments, industry networks and job rotation
• Flexible working: work from home, part time and job share
• Discount health insurance, gym membership and other concessions
• Free salary continuance insurance and annual performance bonuses *

* Subject to eligibility

Apply now to join us and take your place alongside like-minded passionate, driven individuals in the Energy sector: one of the world’s most exciting and dynamic industries.

Click ‘apply’ to submit your CV and cover letter by C.O.B Thursday 19th July 2018.

No agency applications will be accepted at this time.