What success looks like in this role:
The Position will be a technical service delivery lead for Modern device management & Seamless collaboration. Hands on experience on software deployment & Patch rollout via systems Management tools like Config Mgr., Intune etc preferred. Act as a point of contact Troubleshoot infrastructure & client issues to ensure compliance. Assess, Plan and upgrade systems management tool to ensure its evergreen and new features are explored.
Responsibilities and Accountabilities:
* Candidate with 8 to 11 years of strong experience in Microsoft 365 stack on Intune, Endpoint manager, Office 365, Collaboration tools.
* Experience in managing a team of 20 or more members preferred.
* Set career path, training and engagement of people in their respective domains as well as cross functional.
* Rewards & Recognition for the outstanding performers to ensure motivation.
* 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 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.
* Period 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.
* Represent End user computing & workspace teams in client / external audits.
* 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.
* Define, measure & report productivity and quality KPIs (and related KPI goals), for team as well as the mechanism to track them.
* Identify cost optimization opportunities via automation and drive efficiency.
You will be successful in this role if you have:
* NV1 Security Clearance is required.
* Must be an Australian Citizen.
* Strong understanding of ITIL, specific to Change & Release management.
* Experience in managing large scale transition projects.
* Ability and willingness to take direction from team Lead, SDM and Client Executives.
* Able to adapt to a changing technical environment.
* Ability to coach other members of team in their area of expertise.
* Ability to communicate clearly with all team members and end-users.
* Customer facing presentation and consulting skills.
* Strong knowledge of Microsoft PowerShell.
Certifications:
* ITIL Foundation (optional).
* Any Microsoft 365 certifications preferred.
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