It Customer Operations Manager
vor 2 Monaten
Management (Information & Communication Technology) Full time
L3Harris Technologies is an agile global aerospace and defence technology innovator, delivering end-to-end solutions that meet customers' mission-critical needs.
We provide advanced defence and commercial technologies across the air, land, sea, space, and cyber domains.
L3Harris Australia has provided advanced technology solutions to the Australian Defence Force and Commercial customers for over 25 years.
As a government partner of choice, L3Harris brings speed, innovation, and flawless execution together with our commitment to make the world safer and more secure.
Our values of Integrity, Excellence, and Respect are at the core of everything we do and inspire our people around the globe.
About the roleWe are seeking an experienced and strategic-minded APAC ITSS Service Delivery Lead to own our customer-facing IT support operations across the Asia-Pacific region, with a focus on Australia.
The successful candidate will be responsible for managing a team of support professionals, overseeing IT service delivery in complex and geographically distributed environments, and driving stakeholder engagement and strategic planning initiatives to enhance the overall customer experience.
The remit of this role is challenging and diverse.
Day-to-day your work will be to ensure alignment with regional and global IT strategies and objectives.
You will liaise closely with the APAC Regional IT Manager to develop and implement strategic plans for IT support operations in the region, leveraging industry best practices and emerging technologies to enhance service delivery and customer satisfaction.
Provide leadership and guidance to the IT support team.
Oversee the utilisation and management of the ticketing system (ServiceNow) in the APAC region, ensuring adherence to best practices and standards for incident management, request fulfilment, and service reporting.
Develop and implement service level agreements (SLAs) and key performance indicators (KPIs) for IT support operations in the APAC region, monitoring performance against targets and driving improvements as needed.
About youTo be successful in this role and to best leverage the opportunities provided by L3Harris, some skills & experience ideal applicants will bring include:
You are an experienced and strategic-minded IT professional with a passion for delivering exceptional customer service and driving strategic initiatives in a complex and diverse environment.You have a proven track record of leadership in IT service management, with a minimum of 5 years in a leadership or managerial role.Your strong knowledge of the ITIL framework and best practices, along with certification, sets you apart as a leader in the field.You possess excellent leadership, communication, and stakeholder management skills, enabling you to build and maintain strong relationships with internal and external stakeholders.You thrive in a fast-paced, multicultural environment and can effectively manage multiple priorities to drive results.Your proficiency in utilising and managing ticketing systems, with experience in ServiceNow highly desirable, ensures efficient and effective IT service delivery.You are proactive, optimistic and possess a "can do" attitude.You are a natural advocate for continuous improvement.What we offerWorking at L3Harris offers various benefits including:
A dynamic and inclusive working environment.Flexible working arrangements and a commitment to work-life balance.Company supported professional development programs.L3Harris respectfully requests no agency submissions at this time.
All applicants must be eligible to obtain and hold an Australian Defence Security Clearance. Eligibility and clearance process information can be found at: Defence Security Clearance Overview
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