Squad Leader

Squad Leader Melbourne.
This role is open to only current Fujitsu employees.
We Are Fujitsu We use technology to make happier lives.
We are a global leader in technology and business solutions that transform organizations and the world around us.
We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.
About the role In this role, you will be responsible for leading the operational delivery of a squad of technical resources; coordinating their efforts to deliver exceptional support that directly or indirectly influence service outcomes or end user experiences.
You will play a crucial role in ensuring timely resolution of technical issues, optimising processes and procedures, identifying and delivering automation opportunities, and driving continuous improvement within the team.
The individual will be required to apply Agile methodologies when performing their duties and to demonstrate a servant leadership style that embodies collaboration.
Responsibilities and Accountabilities Operational delivery: Plan, coordinate, and prioritise squad activities to meet and exceed service level agreements (SLAs) to support business objectives.
Monitor and analyse external and internal performance metrics, including but not limited to: ITSM outcomes for internal or external customer satisfaction, and team capacity, to identify areas for improvement and drive performance optimisation.
Support the wider Service Delivery teams and account CSM in daily stand-up meetings, sprint planning, sprint reviews, and retrospectives to foster collaboration and continuous improvement.
Assume responsibility for the squad's workflow and threshold monitoring to agreed metrics.
Support cross functional service restoration and support the ad-hoc standup of cross functional mini squads as pragmatic.
Act as a technical escalation point and liaise with Senior Practice Managers and Senior Product Managers to determine who is best placed to act as the process SME, offering guidance and expertise to the team when needed and provide possible directions to resolve/implement issues and bundle similar resolutions pragmatically.
Forster strong relationships with Product Managers and Practice Managers to optimise and improve delivery.
Support governance activities to aid assessments of account and technical performance Role holder will be required to regularly attend customer and/or Fujitsu site, as determined by the customer and/or Fujitsu Continuous improvement & knowledge management: Develop and maintain documentation, knowledge base articles, and promote the use of standard operating procedures to enhance the efficiency and effectiveness of support operations.
Collaborate with other Squad Leaders, cross-functional teams and account stakeholders to align priorities, resolve dependencies, and drive organisational objectives.
Identify and implement process improvements, automation, and self-service capabilities to enhance the end user experience and increase productivity.
Perform morning, weekly, and monthly checks to ensure smooth functioning of systems and services with a view to automate where possible.
Identify and validate automation opportunities with the Digital Experience Manager or Automation Advocates.
Ensure governing knowledge bases are actively used and pre-emptive resolutions are documented.
HR responsibility: Report on the HR and technical performance of team members to the Senior Practice Manager.
Provide feedback and support to the Senior Practice Manager, as requested, to assist in the development plans of squad members.
Agile methodology: Drive the implementation and adherence to Agile methodologies, ensuring effective use of Scrum or Kanban frameworks.
Lead and manage an Agile squad consisting of service desk analysts, technical support specialists, and other relevant team members or cross-functional services, fostering a collaborative and empowering environment.
Ensure effective communication and collaboration within the squad and with stakeholders, including end users, IT teams, and management.
Coach and mentor squad members, providing guidance, feedback, and opportunities for skill development.
Requirements and Experience Experience working within cross functional delivery teams providing governance on direction whilst setting the expectation that the team members have the autonomy to deliver outcomes independently or together as pragmatic.
Proven ability to drive and empower the squad members to take ownership, make decisions, and drive innovation (self service).
Proven ability to apply Agile Framework and practices and how to apply it in a team structure Can communicate ITIL good practices and their application to Fujitsu customers Experience in the IT service management (ITSM) domain and familiarity with IT service desk tools and systems.
Hold organisational and time management skills, with the ability to prioritise and manage multiple tasks in a fast-paced environment.
Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
Demonstrated experience in identifying and implementing an innovation or change within a customer environment as aligned to their purpose Demonstrated experience in removing blockers, empowering a workforce to understand and deliver to the customer's purpose Servant leadership: Exhibiting a servant leadership approach.
Ability to thrive in a fast-paced, dynamic environment with changing priorities and tight deadlines.
Stakeholder management in a complex matrix environment Ability to forecast and control finances Desired Experience & Knowledge / Other Relevant Information: Experience in leading operational delivery of small to medium sized teams (not HR management) Analytical mindset with a focus on data-driven decision-making Please apply with your current CV.
Applications close 5pm on 9th September'24.
Please direct all queries to Himesh Rane, TA Business Partner.
Why Fujitsu?
We are an organization with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity, and inclusion.
We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work.
We call this Be Completely You.
We put people first.
We believe in the power of diversity to drive innovation and our AWEI (Australian Workplace Equality Index) Gold Employer status, and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.
We offer tailored career paths across our global organization to support your professional and personal growth.
Our customers trust us.
We have an excellent reputation across the region and globally.
Best in-class reward and recognition programs flexible work, volunteering leave, and more.
We live our values of aspiration, trust, and empathy, all day, every day.
Commitment to Diversity, Equity and Inclusion As an inclusive employer, Fujitsu aims to recruit a diverse range of talents to help us achieve our purpose.
In line with our diversity, equity, and inclusion strategy, we highly welcome applications from women and gender-diverse people; Aboriginal and Torres Strait Islander people ; Maori and Pacific people; LGBTI+ people; people with a disability; culturally and linguistically diverse people; veterans, Australian Defence Force (ADF) and emergency responders .
Transgender and gender-diverse applicants can request a copy of our Frequently Asked Questions to assist with the recruitment journey.
If you don't tick every box in this job description, please don't rule yourself out.
Research suggests that underrepresented groups tend to only apply if they meet every requirement.
We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity, rather than ticking boxes so if this resonates with you, then please apply.
For more information, please email ****** .
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Where agency agreements are in place, introductions must be through engagement by the Fujitsu Talent Acquisition Team.