Providing the vision, leadership, and management for the IT services being delivered to Ausenco Services APAC/Africa, including but not limited to IT infrastructure services, IT operations and IT Support.

The Global Service Delivery Improvement Manager is responsible for:• Advise management on local operations planning including resource allocation, hiring, organizational/employee development, forecasting, monitoring and issue resolution.• Set department expectations to ensure accurate and timely administration of key performance measures. Interject as necessary to respond to escalated customer service calls, outages, and/or system issues that inhibit the team from achieving their targets.• Develop and implement strategies (e.g. asset management, cost reduction, customer satisfaction, and employee productivity) to meet business plan and drive continuous improvement activity.• Core focus on developing Global Procedures and management of the Global IT Service Centre, with global service centre Hubs located in Brisbane, Vancouver and Santiago

•Ensure SLAs are met with individual business units•Perform trending and analysis on team metrics•Identify key areas for improvement within the Service Desk•Increase productivity through staff motivation, recognition and reward•Critical incident manager for all Problem records that pass through the service desk•Service Desk Problem Manager•Owner of the customer notification process•Ensure that service is restored and customers are notified to decrease down time •Coaching and develpment of Service Desk staff

Responsible for the effective provision of support services to Corpnet’s customers, meeting the agreed service levels by effectively planning, managing and reviewing the resources and systems by which Corpnet provides their support services offering including, call centre and service desk, and on site support.

Provide strategic direction for Service Support team within Ausenco Minerals, supporting approximately 3,000 globally dispersed users.Managing a team of 10 IT Professionals in both the desktop support and centralised service desk. Included process improvement, resource and capacity management, Incident and Problem management. Motivation of team members to maintain day to day service levels and business alignment.

•Ensure SLAs are met with individual business units•Report daily performance metrics in Team LEAN meeting•Perform trending and analysis on team metrics•Identify key areas for improvement within the Service Desk•Increase productivity through staff motivation, recognition and reward •Critical incident manager for all Problem records that pass through the service desk•Introduction of ITIL in a full term ITIL implementation•Implementation of ITSM (Information Technology Service Management)

•Ensure SLAs are met with individual business units•Report daily performance metrics in Team LEAN meeting•Perform trending and analysis on team metrics•Identify key areas for improvement within the Service Desk•Increase productivity through staff motivation, recognition and reward •Critical incident manager for all Problem records that pass through the service desk•RTSS Service Desk Problem Manager•Owner of the customer notification process•Contact Officer for RTSS Service Desk (HR Escalations)•First Aid officer •Safety information officer•Ensure that service is restored and customers are notified to decrease down time