What success looks like in this role:
High-Level Description:
This role is to manage a team of experienced System Engineers and System Administrators to support large government client(s) within a multi-vendor environment using the SIAM framework. To excel in this role, you will need to be a proven engineering leader with strong ICT systems engineering skills and experience within the Digital workplace domain predominantly on M365 technology. As this role is client-facing, you will need to have excellent communication, presentation, and collaboration skills. As part of this role, you will also act as a point of contact for the Client delivery executives and other account executives.
Responsibilities and Accountabilities:
* Candidate with 15+ Yrs ICT experience with at least 5 years as a team leader or manager.
* Degree in an ICT related field.
* Experience with ITIL and SIAM frameworks.
* Strong experience in Microsoft Azure Cloud within M365 stack on Intune, Endpoint manager, Office 365, Collaboration tools, etc.
* Experienced people leader and capable of managing a team of 50 or more members preferred.
* Excellent communication and presentation skills.
* Experience in managing Govt. projects and a good understanding of the governance structure.
* Set career path, training, and engagement of people in their respective domains as well as cross-functional.
* Resource hiring/alignment to projects.
* Accountable for achieving delivery goals (customer specific SLA as well as KPIs) in large and complex enterprise environments involving use of different tools and technologies.
* Drive Evergreen & release management process to keep the estate up to date.
* Drive technology Roadmap for client estate and future state of operations.
* Drive client satisfaction using continuous service improvements in technology & process.
* Periodic reporting of SLA/KPIs and monthly service performance review with customers.
* Escalation management.
* Engage with clients on business needs and build necessary IT solutions/improvements/scope extension.
* Drive cost optimisation against current baseline via automation/efficiency.
* Develop the Standard processes for Incident and change management as to be followed in operations for End user computing group and adherence to ITIL guidelines.
* Track & report productivity and quality KPIs (and related KPI goals), for team as well as the mechanism to track them.
* Understand the offerings under modern device management & seamless collaboration portfolio and generate organic growth opportunities.
* Capable of analyzing the ever-changing technology landscape and providing advisory services to the clients on potential impact on managed services.
You will be successful in this role if you have:
Necessary skills:
* Strong understanding of ITIL, specific to Change & Release management.
* Experience in managing large-scale transition projects.
* Ability and willingness to take direction from leaders, SDM, and Client Executives.
* Ability to work in a team environment & drive day-to-day operation.
* Able to adapt to a changing technical environment.
* Ability to coach other members team in their area of expertise.
* Ability to communicate clearly with all team members and end-users.
* Ability to work with a sense of urgency.
* Customer-facing presentation and consulting skills.
* Strong knowledge of Microsoft PowerShell and other scripting languages.
Certifications:
* ITIL Certification.
* Any Microsoft 365 certifications are preferred.
Additional requirements:
* Australian Citizen.
* Active NV1 Security clearance.
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