Total 206 Full-time Manager tech support job vacancies in Australia

This role reports to the Senior Director, Global Employee Customer Management Leader.

The successful candidate will be responsible for day-to-day operations of a well-established regional SME team within our Global Customer Support organization.

This includes providing in-person leadership to managers, technical support engineers, interfacing with Development on customer impacting enhancements and fixes, recruiting and development of support staff, and meeting or exceeding SME team key performance indicators.

The successful candidate will also have responsibility for leading efforts in developing and implementing world class technical support services, knowledge base content, best practices and methodologies to deliver unsurpassed service and support.   

Responsibilities 

• Listen and drive the best possible internal employee experience and to recruit and retain the best technical talent possible
• Partner with local leadership both within and outside the support organization to provide an exceptional Customer and case support experience including real-time phone and web channels
• Develop and effectively drive local initiatives to help meet our Global Customer Support objectives as measured through key results including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), aging backlog, NPS, engineer productivity, and to keep customers informed through the case relief process Responsible for People Management, including managing multiple managers, 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.
• Understanding the ServiceNow platform and its components
• 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 the company’s and department’s vision, goals, mission and values. 

• Permanent, Full-time 

• Flexible Work – Hybrid Working 

• Join a human rights, values-based Organisation 

• Access to Not-for-Profit Salary Packaging  

About Melba 

For over 50 years Melba Support Services has been providing services to people with disability. We are a registered provider who focus on supporting people to dream big, embrace life and do what they choose and value. 

Our commitment to human rights for all people living with disability underpins everything we do. We support people to achieve the goals they choose and live the life that they want, the person comes first! 

Melba won the 2023 National Disability Award for Excellence in Service Quality. 

About the Role 

The Head of Data and Insights will play a critical role in supporting the strategic decision-making and operational improvements of our Disability Services organisation. This position will be responsible for overseeing the collection, analysis, and interpretation of data; while ensuring it drives meaningful insights to enhance the services we provide to individuals with disabilities. This role will work closely with internal teams and stakeholders, driving data initiatives that optimize service delivery, improve strategic and commercial outcomes, and support compliance with regulations and standards. 

Responsibilities include 

• Data Management and Analysis: Develop and implement data systems to collect, store, and analyse strategic, commercial and operational data, ensuring accuracy, compliance, and alignment with organisational goals. Provide insights through analysis, reporting, and modelling to support data-driven decision-making and service improvements. 

• Strategic and Decision Support: Collaborate with senior leadership to create data-driven strategies, support forecasting efforts, and provide actionable recommendations to enhance outcomes and service delivery. 

• Stakeholder Management: Work with internal teams and external partners to identify data needs, develop reports and dashboards, and train stakeholders to build data literacy and self-sufficiency across the organisation. 

• Innovation and Continuous Improvement: Stay updated on trends in data analytics and healthcare/disability services, implementing new tools and fostering a culture of continuous improvement through data-driven decision-making. 

• People Leadership: Lead, manage, and develop the Data and Insights team to achieve organisational goals while overseeing recruitment, performance, and professional development. 

Qualifications and Experience 

• A degree in data science, statistics, analytics, business intelligence, or a related field. A master’s degree is a plus. 

• Proven experience in data analytics, and a managerial or leadership role. 

• Experience in the disability services, healthcare, or social services sectors is highly desirable. 

• Strong understanding of data privacy and security regulations relevant to the disability services industry (e.g., NDIS standards, privacy laws, etc.). 

• Advanced proficiency with data analysis tools and platforms (e.g., Excel, SQL, Power BI). 

• Experience in managing large datasets, performing data cleaning, and conducting complex statistical analysis. 

• Knowledge of database management systems and data integration tools. 

• Familiarity with CRM systems, electronic health records (EHR), or other related software used in disability services. 

• Excellent leadership skills with the ability to motivate and guide cross-functional teams. 

• Strong communication skills with the ability to present complex data insights to both technical and non-technical audiences. 

• Proven experience working in a collaborative and cross-functional environment. 

• Strong analytical and problem-solving abilities with a proactive approach to identifying opportunities for process improvement. 

• Ability to innovate and apply new approaches to solving data-related challenges in a complex service environment. 

• Compassionate, empathetic, and committed to the mission of enhancing the lives of individuals with disabilities. 

• Results-oriented, with a focus on delivering meaningful insights that drive organisational impact. 

• High attention to detail, with a strong focus on accuracy and data integrity. 

• Adaptable and able to thrive in a dynamic, fast-paced environment. 

You will also bring with you or be willing to obtain 

• A current NDIS Worker Screening and Working with Children Check (we can support you through the process of obtaining one or both checks if you don’t already have them).  

• A current First Aid and CPR Certificate. 

• Full Australian Driver's License. 

• Evidence of COVID 19 vaccination status, including booster. 

Why Join Us?  

• We are a human-rights, values-based, not-for-profit community organisation committed to providing services that support individuals with disability to lead everyday lives of their choice, if this resonates with you, come join us!  

• Join a supportive and collaborative culture where your contributions make a real impact. 

• Enjoy onsite parking and other benefits. 

• Access to Not-for-Profit Salary Packaging  

• Flexible work arrangements, with the ability to work from home or the office 

Ready to Make a Difference?  

Click "Apply" now and submit your resume. We look forward to meeting you!  

We are an equal opportunity Employer and aim to ensure every individual is treated with dignity and respect regardless of their cultural background, ability, ethnicity, gender identity, sexual orientation, spirituality or religion. First nations people; people from culturally and/or linguistically diverse backgrounds and people with a disability are strongly encouraged to apply.  

As a provider of supports and services to children, Melba is committed to ensuring that every child feels safe and respected. All Melba staff and volunteers have a responsibility to make sure that children’s wellbeing and safety comes first, that they are supported to achieve their potential, respected, and protected from abuse and neglect. 

• Permanent, Full-time 

• Flexible Work – Hybrid Working 

• Join a human rights, values-based Organisation 

• Access to Not-for-Profit Salary Packaging  

About Melba 

For over 50 years Melba Support Services has been providing services to people with disability. We are a registered provider who focus on supporting people to dream big, embrace life and do what they choose and value. 

Our commitment to human rights for all people living with disability underpins everything we do. We support people to achieve the goals they choose and live the life that they want, the person comes first! 

Melba won the 2023 National Disability Award for Excellence in Service Quality. 

About the Role 

The Head of Commercial will lead a team of people responsible for providing commercial advice and assistance to the business on its commercial relationships.  Responsible for overseeing the effective and efficient management of assets, pricing and billing strategies, property and facilities operations and procurement activities, this position will ensure that Melba’s resources are efficiently and effectively utilised, costs are managed, and facilities support the high standard of care and services provided to people we support.  The role is pivotal in delivering operational excellence and driving a value for money culture. 

Responsibilities include 

• Strategic oversight: Provide strategic direction and implement plans for asset management, pricing and billing, property and facilities management, and procurement, driving innovation, performance improvement, and risk mitigation. 

• People Leadership: Build organisational capability through coaching and education while managing and developing the Commercial team to meet objectives effectively. 

• Asset Management: Oversee the organisation’s assets, ensuring optimal performance, regulatory compliance, and alignment with service delivery needs. 

• Pricing and Billing: Ensure compliance with NDIS pricing requirements, manage accurate billing processes, and develop pricing models to support financial goals. 

• Property and Facilities Management: Manage physical properties to ensure safety, compliance, and efficiency, coordinating maintenance and planning to support operational needs. 

• Procurement and Contract Management: Develop and oversee procurement strategies, ensuring compliance, cost-effectiveness and value for money, and strong supplier relationships for quality service delivery. 

Qualifications and Experience 

• Bachelor’s degree in Business, Commerce, Finance, or a related field (required). 

• Significant experience in commercial management, ideally within the healthcare, disability, or human services sector. 

• Excellent contract negotiation and relationship management skills. 

• Experience in strategic planning, business development, and market analysis. 

• Proven leadership abilities and experience in managing teams. 

• High level of communication, interpersonal, and stakeholder management skills. 

• Strong business acumen with an ability to translate strategy into actionable plans. 

• Ability to work collaboratively across various teams, promoting a culture of service excellence. 

• Solution-focused with a strong problem-solving approach. 

• Passionate about improving outcomes for people with disabilities. 

• Ability to navigate a complex regulatory environment while driving business goals. 

• Excellent negotiation and influencing skills. 

You will also bring with you or be willing to obtain: 

• A current NDIS Worker Screening and Working with Children Check (we can support you through the process of obtaining one or both checks if you don’t already have them).  

• A current First Aid and CPR Certificate. 

• Full Australian Driver's License. 

• Evidence of COVID 19 vaccination status, including booster. 

Why Join Us?  

• We are a human-rights, values-based, not-for-profit community organisation committed to providing services that support individuals with disability to lead everyday lives of their choice, if this resonates with you, come join us!  

• Join a supportive and collaborative culture where your contributions make a real impact. 

• Enjoy onsite parking and other benefits. 

• Access to Not-for-Profit Salary Packaging  

• Flexible work arrangements, with the ability to work from home or the office 

Ready to Make a Difference?  

Click "Apply" now and submit your resume. We look forward to meeting you!  

We are an equal opportunity Employer and aim to ensure every individual is treated with dignity and respect regardless of their cultural background, ability, ethnicity, gender identity, sexual orientation, spirituality or religion. First nations people; people from culturally and/or linguistically diverse backgrounds and people with a disability are strongly encouraged to apply.  

As a provider of supports and services to children, Melba is committed to ensuring that every child feels safe and respected. All Melba staff and volunteers have a responsibility to make sure that children’s wellbeing and safety comes first, that they are supported to achieve their potential, respected, and protected from abuse and neglect. 

• Permanent, Full-time 

• Flexible Work – Hybrid Working 

• Join a human rights, values-based Organisation 

• Access to Not-for-Profit Salary Packaging  
  

About Melba 

For over 50 years Melba Support Services has been providing services to people with disability. We are a registered provider who focus on supporting people to dream big, embrace life and do what they choose and value. 

Our commitment to human rights for all people living with disability underpins everything we do. We support people to achieve the goals they choose and live the life that they want, the person comes first! 

Melba won the 2023 National Disability Award for Excellence in Service Quality. 

About the Role 

The Head of Risk Management will lead the development and ongoing operation of strategic risk assessment frameworks and risk policy. This new role will foster a risk aware organisational culture that effectively manages risk and supports performance improvement through innovation, good governance, and best practice. 

 Through the provision of strategic leadership and technical support, the Head of Risk Management is responsible for ensuring a robust framework exists to assess enterprise or strategic risk and operational risk, so that an effective and consistent system is in place for risk identification, evaluation, mitigation, reporting, escalation, disaster recovery and business continuity. This position provides a strong focus on promoting a positive risk management culture, through active promotion and education of staff across all levels of the organisation. It is also responsible for the management of the Internal Audit program and Corporate Insurance program. 

Responsibilities 

• Risk Management Framework: Lead the development, implementation, and maintenance of a comprehensive risk management framework to address strategic, operational, and legislative compliance across the organisation. 

• Positive Risk Culture: Promote a proactive risk culture by championing awareness, delivering training, and embedding risk management practices across all levels of the organisation. 

• Risk Management System: Oversee the implementation and management of an enterprise risk system to centralise and streamline risk recording and monitoring. 

• Risk Advice: Provide expert, strategic, and operational risk management advice, including assessments, controls, and reporting to support organisational growth and safety. 

• Internal Audit (Commercial): Develop and coordinate a risk-based internal audit program with a commercial focus to ensure compliance, enhance accountability, and monitor the implementation of corrective actions across the organization. 

• Insurance: Manage corporate insurance coverage and claims to ensure comprehensive and cost-effective risk protection for the organisation. 

• Compliance & Policy: Monitor regulatory changes, maintain an assurance roadmap, and ensure policies and procedures align with risk management standards. 

• Business Continuity Plans: Develop, review, and implement business continuity and emergency management plans to ensure preparedness and resilience in crisis scenarios. 

Qualifications and Experience 

• Bachelor of Business or similar formal qualifications in Risk Management, or significant relevant experience in a similar environment/organisation.  

• Practical knowledge of Australian Standards pertaining to Risk Management systems. 

• Extensive experience at a senior level within the areas of governance, risk, compliance and audit, with risk management technology capability viewed favourably.  

• Alignment and commitment to Melba’s Mission, Vision and Values.  

• A commitment to drive the development and implementation of a positive and proactive risk culture across Melba. 

• Superior communication and influencing skills, with the ability to win hearts and minds across corporate and operational divisions of Melba.  

• Sound knowledge of good practice enterprise risk and compliance frameworks and processes and risk system capabilities, for large and complex organisations.  

• Demonstrated experience in interpreting legislation/regulations and developing policies, procedures and guidelines. 

• Good working knowledge of audit processes, business continuity management, obligation management, risk and compliance monitoring and reporting.  

• A proactive and ‘can-do’ attitude, with a willingness to work flexibly across program areas to achieve business outcomes.    

• Demonstrated ability to lead initiatives and present effectively to a variety of audiences. 

• The ability to prioritise workload and manage competing demands. 

You will also bring with you or be willing to obtain: 

• A current NDIS Worker Screening and Working with Children Check (we can support you through the process of obtaining one or both checks if you don’t already have them).  

• A current First Aid and CPR Certificate. 

• Full Australian Driver's License. 

• Evidence of COVID 19 vaccination status, including booster. 

Why Join Us?  

• We are a human-rights, values-based, not-for-profit community organisation committed to providing services that support individuals with disability to lead everyday lives of their choice, if this resonates with you, come join us!  

• Join a supportive and collaborative culture where your contributions make a real impact. 

• Enjoy onsite parking and other benefits. 

• Access to Not-for-Profit Salary Packaging.  

• Flexible work arrangements, with the ability to work from home or the office. 

Ready to Make a Difference?  

Click "Apply" now and submit your resume. We look forward to meeting you!  

We are an equal opportunity Employer and aim to ensure every individual is treated with dignity and respect regardless of their cultural background, ability, ethnicity, gender identity, sexual orientation, spirituality or religion. First nations people; people from culturally and/or linguistically diverse backgrounds and people with a disability are strongly encouraged to apply.  

As a provider of supports and services to children, Melba is committed to ensuring that every child feels safe and respected. All Melba staff and volunteers have a responsibility to make sure that children’s wellbeing and safety comes first, that they are supported to achieve their potential, respected, and protected from abuse and neglect. 

What you can expect from us

At ServiceNow, we make work better for everyone – including our own employees. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible for our employees. Win as a Team is part of our culture, and we aspire to wow our customers. We stay hungry and humble and focus on creating belonging. Sustainability, inclusivity, and diversity are key focus areas within our business framework so that we have transparency, equity, and accountability to deliver meaningful, measurable change. With our vision and dedication for a better future already underway. Join us on this journey!

In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, we provide resources to help you and your loved ones be well. From benefits plans and programs, to mental health resources that offer coaching and 24/7 support, to family support resources and parental leave programs – we want to help you take care of yourself and your loved ones. Below is a glimpse into even more of our offerings or click here for a full list:

• Along with holidays, we have company-wide designated global well-being days where everyone is off and can spend time doing what matters most.
• Flexible working culture to support the balance you need in both work and life.
• Parental leave programs.
• Childcare and caregiving benefits.
• A learning experience platform built using our own technology, to support your learning and development goals as well as a tuition reimbursement program.
• A global, cross-functional mentoring program.
• We also have team building activities, various employee belonging groups, volunteering, and community outreach programs.

What you get to do in this role

ServiceNow is seeking highly motivated and professional individuals 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.

• Comfortable presenting to all levels of management, including C-Level stakeholders.     
• 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

• 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.

• Work closely with Senior Managers and Accounts Management team to align marketing activities and materials to mlcoa’s sales and marketing plans
• Responsible for creating and preparing all promotional materials and campaigns alongside driving technical requirements.
• Manage mlcoa LinkedIn pages, including content creation, reporting on results and optimising activity accordingly.
• Plan, create and schedule weekly and monthly communications in line with promotions, events and other marketing initiatives.
• Coordinate marketing calendar to ensure all activity is on track as planned and stakeholders are kept up to date on the status of work.
• Ownership of brand websites ensuring all content is up to date, working closely with external agencies to carry out required maintenance and updates.
• Develop and create all marketing materials in line with brand guidelines including flyers, product sheets, presentations, brochures and infographics.
• Organise and execute conferencing events, sponsorship and association relationships. Including end to end support of quarterly in-person educational seminars.
• Organise and oversee mlcoa’s national webinar schedule, including setting up event in Teams Webinar, preparing marketing material and comms to advertise to customers (Quick word, LinkedIn, mlcoa Website, vault Resources), support speaker with formatting slides and on the day of the session, set up ‘’resources webpage’’ and event survey etc.
• Manage mlcoa team email signatures via Exclaimer Cloud, including producing banners in line with current campaign
• Oversee the mlcoa pages on the MedHealth intranet, including internal and external document management
• Support and collaborate with stakeholders across mlcoa and wider MedHealth organisation.
• Monitor mlcoa national email inbox, and distribute correspondence to the appropriate individual, or state / territory office

ServiceNow is seeking highly motivated and professional individuals 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.

What you get to do in this role

• Present to all levels of management, including C-Level stakeholders.     
• 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.