Manager - Service Quality

Summary about this job

Detail information about job Manager - Service Quality. Terms and conditions vacancy

NEC Australia is a leading technology company that delivers a complete portfolio of ICT solutions and services to large enterprise, small business and government customers. NEC Australia helps customers gain greater business value from their technology investments, by delivering end-to-end technology solutions, business and IT transformation consultancy, professional services, communications solutions, application and solutions development and infrastructure and applications managed services and support.

We have an excellent permanent full-time opportunity for a Manager – Service Quality; location is flexible.

Primary Accountability

The role will manage a team that has responsibility for the end-to-end management of key service management processes including:

• ICT Service Analytics    
• ICT Service Improvement
• ICT Service Management

Duties and Responsibilities:

• Transform the business into a data driven organisation with data being the foundation for every business decision being made
• Developing, implementing and evolving value creation from data assets and data-led insights capability
• Champion a culture of IT Service Management and a customer service focus throughout the organisation
• Practical knowledge and proven history implementing and managing policies, processes and procedures
• Establishment of automation framework for Operations and that can be applied to customer accounts.
• Effecting positive change outcomes in a resource constrained environment.
• Management of Service Quality budget.

Skills and Qualifications Required:

• Extensive experience in Service Delivery Management/Supplier Management in a multi- vendor environment
• Extensive demonstrable experience in the leadership of a large multi-disciplinary teams in a complex technical environment
• Experience and understanding of managed services contracts
• Extensive operational experience with some/all of the service delivery, service transition and service support processes
• Experience and understanding of modern service management technologies and principles
• Program or project management experience (Project Management Lifecycle, PMBOK, PRINCE2
• ITIL V3 Foundation
• Tertiary qualification or equivalent in a related discipline desirable.

How to apply

At NEC, we offer an outstanding working environment and the opportunity to be part of a high performance team. We place great emphasis on our staff satisfaction and have a vigorous professional development program, a fantastic corporate culture and a highly responsive management team. Please apply now or contact Paul at [email protected] for further information.

NEC is committed to achieving a diverse workforce and strongly encourages applications from Aboriginal and Torres Strait Islanders.