IT Service Manager, Fulltime, Essendon

Summary about this job

Detail information about job IT Service Manager, Fulltime, Essendon. Terms and conditions vacancy

Part of the Linfox Armaguard Group Pty Ltd, Armaguard is a proud leader of Australia’s currency management and technology solutions market.  Backed by 80 years of expertise, we provide innovative and integrated end-to-end security, currency, valuables and technology solutions for our customers. 

Concentrating on innovation, we are focused on developing and introducing new technology to the market, to revolutionise currency management.  We create value for our customers by providing high quality and seamless services to minimise the cost of currency management.

We have a newly created permanent, fulltime opportunity for an energetic and experienced IT Service Manager based in a modern office in Essendon Fields.  This position ensures the reliability and effective support of all information and information technology systems for the Armaguard Group. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user service requests and incidents. Small development projects, customisations and changes are approved through appropriate governance arrangements and the solutions implemented adhere to the approved architectures, security policies, risk appetite and IT operating model. 

What you will do:

• Manage a team of dynamic IT professionals both locally and remotely
• Define a service catalogue, SLA definitions and service metrics for the Armaguard Group of companies
• Establish an ITIL based service desk environment
• Oversea problem and knowledge management
• Ensure information systems and data adhere to principles of confidentiality, integrity and availability
• Confidentiality - Systems and data can only be accessed by those with the right to access the system and view the data
• Integrity – Systems and data can be relied upon to be accurate
• Availability – Systems and data are highly available and can be accessed when needed
• Act as an service desk incident point of escalation point to the Group
• Assist in project design and scope of works for small changes or projects
• Identify , develop and implement end user training programmes to increase self-sufficiency and satisfaction
• Track and analyse trends in Service Desk requests, incidents and changes, working with appropriate departments to bring about problem resolution and root cause analysis
• Provide timely communication to the Armaguard Group and the IT management team of business impacting outages
• Ensure appropriate governance around changes, vulnerability management and releases to information systems
• Liaise with & coordinate with suppliers for purchasing, repairs & maintenance
• Software and hardware asset management and control
• Help design and regularly test the groups disaster recovery plan
• Exceed customer expectations in providing a high quality service delivery in the support group

Who you are:

• ITIL Foundation Certification
• Degree in Information Technology or equivalent work experience
• Good broad technical understanding of hardware, software, applications, networks and communications technologies
• Demonstrated experience in establishing and managing a service desk/application specialist environment spanning multiple geographic locations and product lines
• Demonstrated capability to monitor, track, report and provide analysis and coordination of essential IT functions
• Ability to define, maintain and report on SLA compliance and service metrics
• Ability to manage multidiscipline IT support teams in complex business environments with 24x7 operational support requirements
• Demonstrated experience in implementing and maintaining change management processes and procedures
• Superior interpersonal, leadership and business engagement skills
• Mentorship and identification of capability development for support teams

We take the security of our people and customers seriously so successful applicants will be required to undergo a pre-employment Criminal History Check, Credit Agency Check and a Medical Check (including a drug and alcohol and audiology assessment).

If this sounds like a career for you, please submit an application form and attach your covering letter and resume.

Armaguard, part of the Linfox Armaguard Group Pty Ltd is an equal opportunity employer.

Armaguard supports a workplace culture of zero harm and encourage this in all that we do.

Aboriginal and Torres Strait Islanders are encouraged to apply.