about the role
We are currently looking for a customer first Technical Leader who provided and manages day to day operations of a field and technical service team, as well as overall management of key partner/supplier provided service scopes.
Key Tasks and Responsibilities To have overall accountability for the delivery of field & technical services across local domain in Australasia to provide to multi-national customers measured against service levels and key objectives Leadership of Technical & Field Services team Operational management of local data & network centre infrastructure On going development of technical team to maintain required skills for changing business requirements To ensure adequate and timely reports and reviews of team objectives and key supplier reviews To lead regular internal & external forums relating to field & technical management services Lead & maintain key partner/supplier management structure for Field & Technical services To assist in contract negotiation with key suppliers in Field & Network infrastructure environments. To maintain adequate knowledge of Orange products and services. Interface with customers at management level on a regular basis to retain & develop relationships To validate and support customer service level agreements for field & technical services where required.
about you Incumbent must have in depth knowledge of Telecommunications & global IT services. Incumbent must be capable of providing Technical consultancy advice to account team leads and customer at Management levels. Incumbent must be proactive and provide seasoned advice for both short and long term implications on Field & Technical Services & Operational related issues. Incumbent must be able to perform high level presentations both internally & externally Incumbent must be able to lead and manage a diverse technical team
Other skills and qualifications Degree level or equivalent (Business or Engineering) Service Management Certification (ITIL) desired Project Management Certification (Agile) desired Strong Customer Service background & experience 10+ years of work experience in customer-facing organisations within the Communications / IT services industry Vendor management & Consultancy experience Budget & cost management experience Leadership, matrix & remote team management experience High level of practised technical knowledge Very strong communication, negotiation, presentation, organisation & management skills
additional information The candidate must possess the following attributes Possess a confident and professional image to successfully interface with all aspects of the business. Ability to communicate clearly and effectively both one-on-one and to groups in a variety of business situations. Ability to operate at a senior executive level with customers, vendors, partners & internally Strong management skills in accumulation, preparation, interpretation and dissemination of customer technical information and the applicability of all related products & services to address requirements. Management & Leadership experience of both local & remote diverse team members within service & technical management
Customer Services & Operations