ITSS Service Delivery Manager
Brisbane, Australia
Job ID 18707L3Harris is dedicated to recruiting and developing diverse, high-performing talent who are passionate about what they do. Our employees are unified in a shared dedication to our customers’ mission and quest for professional growth. L3Harris provides an inclusive, engaging environment designed to empower employees and promote work-life success. Fundamental to our culture is an unwavering focus on values, dedication to our communities, and commitment to excellence in everything we do.
L3Harris Technologies is the Trusted Disruptor in the defense industry. With customers’ mission-critical needs always in mind, our employees deliver end-to-end technology solutions connecting the space, air, land, sea and cyber domains in the interest of national security.
About us
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 role
We 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 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 you
To 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 offer
Working 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
- Company paid parking
- Salary continuance insurance
- Novated leasing
- Retail Reward programs
- Health insurance discounts
- Purchased leave options
Want to explore further?
For more information please contact our Talent Acquisition team at email HR.IMSA@L3Harris.com.
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;
https://www.defence.gov.au/security/clearances/about/overview
As an equal opportunities employer, L3Harris is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join L3Harris.
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