Total 208 Manager tech support job vacancies in Australia

What you get to do in this role

ServiceNow is seeking highly motivated and professionals to join our Support Account Management (SAM) Services team and play a critical role in delivering world-class customer satisfaction, as SAMs help ServiceNow change the way people work.

The SAM will be delivering both proactive and reactive services and act as a central point of contact for all support-related activities. You will be a member of a highly skilled team focused on a select set of high profile, strategic customers whilst delivering a high-quality service.

Additionally, you will be responsible for driving cross-functional teams to ensure customer issues are clearly identified and resolved effectively.

• Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers.
• Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs.
• Drive regular scheduled customer conference calls and customer meetings to ensure the continual flow of information with timely updates on all open cases, changes, problems, and on-going projects.
• Facilitate summary status reports, including monthly performance reviews and quarterly service reviews.
• Act as the facilitator between customers and ServiceNow with reference to mandatory upgrades, patches, and security requirements.
• Manage, document and report on performance against service level agreements (SLA's) and where SLA’s are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely.
• Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal account team to be a champion of change.
• Review open cases, problems and changes communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution.
• Act as an escalation point for customer impacting business critical issues.

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.

This high profile Executive Assistant role also provides broader team support to the Executive Management Team, namely the Tech & Services portfolio and the Finance & Commercial teams within Sodexo; a recognised leader in the provision of facilities management services within the mining sector, oil/gas & corporate sectors.

As the Executive Assistant you will provide proactive administrative support in an agile environment; operating with autonomy to drive the completion of tasks while aligning with a common structure across portfolios.

Supporting various members of the Country Leadership Team, this role carries responsibilities including:  

• Full administrative support; emails, memorandums, letters, reports and Power Point presentations to the Executive team
• Action, monitor, report and support Safety initiatives and audits
• Develop, construct and build key presentations and reports through liaison with key personnel
• Develop and drive consistent business deliverables and frameworks; such as yearly strategy planning, monthly updates & regional reporting
• Executive travel coordination
• Events & conference management & office function special events; including collaboration with national support offices to streamline service & events
• Manage day-to-day operations, monitoring cost reductions and maintaining allocated budget, coding and processing invoices
• Assist with legal, licencing tender and other confidential documentation

  Who are we looking for?  

We’re looking for someone who thrives in fast-paced, high-volume environments; there’s never a dull moment at Sodexo.   

You take pride in delivering work to the highest standard, you have excellent time management skills and posses clear, logical thinking skills along with a methodical approach

To be successful, you’ll need:  

• A minimum of 5 years’ experience supporting the executive
• High level proficiency in Adobe Products, Microsoft Office Suite, Microsoft Sharepoint and Visio
• Exemplary language proficiency to enable skilled writing & editing
• The ability to operate with a high level of confidentiality

 Why choose Sodexo?  

  Sodexo is a people business, employing over half a million people worldwide and thousands here in Australia. Our employees, who personify Sodexo's unique values of Service Spirit, Team Spirit and Spirit of Progress, are our greatest asset through their commitment and dedication.  

We believe the more diverse we are, the stronger we are. No matter your background, we will do all we can to help you thrive. We are committed to promoting equal opportunities, valuing diversity, and creating an inclusive working environment for all our employees.    

At Sodexo, we are a proud Equal Opportunity Employer and encourage applications from all applicants regardless of age, race, sex, ethnicity, religion and beliefs and people with disabilities.  

We offer a competitive salary, many development opportunities and an outstanding benefits and recognition program!   

How to apply?  

If you are interested in joining the Sodexo team and meet the minimum criteria outlined above, please apply with your resume detailing relevant employment experience and availability.   

One of our friendly recruiters will contact shortlisted candidates for a phone interview. This will also be your opportunity to ask any questions you may have.  

Submit your application today and become part of the Sodexo family!