Total 28 tourism management job vacancies in Information Technology category in Sydney, New South Wales

What you get to do in this role

• Use your profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), Keeping customers informed (KCI) by diving the reduction of backlog and increasing efficiency.
• Manage a mature team , including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.
• Participate in and uphold Change Management processes as they relate to Customer and Technical Support.
• Own and bring to conclusion customer escalations by working with cross-teams in Support, Development, and Operations teams.
• Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Represent the Platform, Product and ServiceNow effectively with internal and external customers.
• Manage major operations outages and communications to the customers.
• Participate in weekend and holiday on-call rotation as required.
• Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement. 
• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.
• Manage to the company’s and department’s vision, goals, mission and values.

What you get to do in this role:

• Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc.
• Lead efforts to hire, develop, and build a technical team.
• Oversight and participation in Change Management as it relates to Customer Support.
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
• Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team.
• Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Represent the Platform, Product and ServiceNow effectively with customers.
• Manage major operations outages and communications to the customers.
• Participate in weekend and holiday on-call rotation as required.
• Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
• Manage to the company and department’s vision, mission and values.

What you get to do in this role:

• Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc.
• Lead efforts to hire, develop, and build a technical team.
• Oversight and participation in Change Management as it relates to Customer Support.
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
• Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team.
• Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Represent the Platform, Product and ServiceNow effectively with customers.
• Manage major operations outages and communications to the customers.
• Participate in weekend and holiday on-call rotation as required.
• Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
• Manage to the company and department’s vision, mission and values.

What you get to do in this role:

• Profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), reducing backlogs., increasing efficiency, and implementing/upholding change management, etc.
• Responsible for People Management, including hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.
• Participate in and provide oversight to Change Management as it relates to Customer and Technical Support.
• Own and bring to conclusion customer escalations by working with cross-teams in Support, Development, and Operations teams
• Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Represent the Platform, Product and ServiceNow effectively with internal and external customers.
• Manage major operations outages and communications to the customers.
• Participate in weekend and holiday on-call rotation as required.
• Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement. 
• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.
• Manage to the company’s and department’s vision, goals, mission and values.

As our Head of Facility Management, you’ll be responsible and accountable for the safety, uptime, efficiency, and overall technical operation of NEXTDC’s critical infrastructure and data centre sites and their local Facility Management teams. You’ll also oversee third parties that provide technical support, maintenance to the national FM team, in order to assure planned outcomes, deliver rapid incident recovery, mitigate & close out problems. 

You will provide technical and operational oversight, in conjunction with our Global Operations Centre, in order to ensure that risks are identified and mitigated, that processes are executed repeatedly  while being the face of Facility Management to our customers. Open communication is paramount here at NEXTDC, and is a key enabler of continuous improvement. You’ll successfully work with leaders across the company, in concert, to support the Customer Experience outcomes that NEXTDC’s products and services promise partner with internal teams, customers, and other stakeholders.

What you’ll do:

• Responsible for overseeing the maintenance, operation, resolution, and presentation of our data centre facilities and their critical systems in order to provide SLA compliant outcomes to customers, product support and issue resolution
• Lead the NEXTDC Facility Management team, a group of on-the-ground (local) technically skilled operational professionals who take responsibly and accountability for the successful operation of each of and all of our data centres
• Collaborate with customers and NEXTDC leaders to ensure that the service provided to our customers is consistent across all NEXTDC sites and meets or exceeds commitments and expectations
• Drive compliance in execution by all stakeholders in regard to policies, processes and outcomes that are critical to NEXTDC’s successful operation
• Negotiation (in collaboration with other relevant stakeholders), operation, and management of Maintenance & Support Contracts and the like, in order to cost effectively deliver the optimal balance of national capabilities in the context of local needs
• Recruit, lead, manage and develop local Facility Managers, Services Managers and Data Centre Technicians to be highly engaged and successful in their roles
• Drive a culture of creating and maintaining of good working relationships with customers, vendors, suppliers, contractors and internal stakeholders.

We're happy for this position to be based in either Sydney or Melbourne.

As a Principal Consultant, you will support, and in some cases lead, consulting commission, taking responsibility for client engagement and team leadership for both our clients and team, including: 

• Support team leadership in NSW advisory, providing technical knowledge and support to our multi-disciplinary team.
• To act as day-to-day management consultant, ensuring that client objectives are met and that projects are delivered to time and cost targets and the appropriate quality standards. 
• Producing clear, concise, and persuasive client-facing reports or deliverables in various formats that deliver to client expectations and demonstrate value.  
• In addition to these primary activities, you will be charged with the following activities: 
  • Provide complementary services to Turner & Townsends propositions such as project management, cost management, contract services and program management. 
  • Proven ability to lead complex organizational transformations, leveraging strategic vision, change management and stakeholder engagements to drive successful outcomes.
  • Deploying a variety of techniques to deliver improvements to client operations that include, but are not limited to, process re-engineering, visual analytics, organizational change, stakeholder management implementation and beyond. 
  • The development of key client data insight and visualization reports used to drive enhanced performance and management.
  • The development of program/ portfolio management systems used to improve delivery reporting and assure our clients investments are effectively and efficiently controlled.
  • To support the development of consulting and advisory sales opportunities with new or existing clients and convert successfully through high quality bid writing and propositions.

NOTE : Due to the nature of work related to this position, employee will be required to obtain a Federal Government Clearance. The minimum requirement to obtain this clearance is to be an Australian citizen.

What you get to do in this role

• Lead the team in achieving support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc.
• Lead efforts to hire, develop, and build a technical team.
• Oversee and participate in Change Management as it relates to Customer Support.
• Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team.
• Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Represent the Platform, Product and ServiceNow effectively with customers.
• Manage major operations outages and communications to the customers.
• Participate in weekend and holiday on-call rotation as required.
• Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
• Lead by example to cultivate and maintain a culture built on teamwork and collaboration.
• Manage to the company and department’s vision, mission and values.