About our Client: 
Fruition is delighted to be exclusively partnering with a leading IT managed services provider who are going from strength to strength and deliver high-quality technical services and superior client care. Forward thinking, Cloud ready and trailblazing with strategy to help clients drive their business goals and create a roadmap for positive change, they work with a wide range of businesses, from micro and small operations through to national brands, taking care of day-to-day IT operations. Delivered by a highly skilled and experienced team, they provide flexible and scalable IT solutions but also maintain an intimate, user-focused approach. They also generously reward and recognise their people and foster an innovative culture focused on fun and high performance. As a result of increasing demand for their services, a rare full time opportunity now exists for an experienced Head of Services to join the team.

About the Opportunity:
Working collaboratively with clients, the project delivery team and various stakeholders within the business, you’ll ensure delivery of all products and services in an efficient and timely manner, and will build a team, systems, processes and customer focused culture that ensures clients have a consistent and positive experience during every engagement. You will continuously evaluate what, how and why things are done and leverage reports, analysis and recommendations to improve the operations of the business and level of services offered. Responsible for the strategic direction of this managed services provider, you’ll develop and enhance internal systems, workflows and processes and improve resource utilisation and productivity. You’ll lead a team of approximately 25 to drive efficiencies and change in all areas and achieve tangible business benefits while challenging and developing your skills. You’ll provide expert incident and problem management oversight and governance, to diagnose and analyse technology issues, identify root causes, propose solutions and prioritise fixes. Responsible for continual service improvement ensuring that the team adhere to new standards, procedures, and protocols, you’ll also identify, develop and mentor internal candidates for future leadership roles and oversee resource planning of service teams. Balancing service desk management with delivering the best in service delivery principles, this is the perfect role for someone with experience in service delivery operations, looking to level up and make a difference.

About You:
With sound team management and leadership skills that can build a customer first culture, you’ll ideally have IT service delivery management or service desk management experience, as well as experience working for a managed services provider. With an understanding of Service Level Agreements and ITIL service management processes, you have proven project management experience, planning and executing improvements to raise capabilities across people, process, systems and management. With strong business acumen along with highly developed organisational skills, you have a proven ability to multitask, prioritise and meet deadlines. Analytical, forward thinking, reliable and with a ‘can-do’ attitude, you build effective relationships with people both in person and remotely. Self motivated, empathetic and with a passion for people and process improvement, you also have exceptional communication skills, can handle competing priorities well and are tertiary qualified in a related discipline. Formal Project Management qualifications would be highly regarded but not essential (eg: PRINCE2, PMI, PMBOK).

About the Perks:
Offering generous remuneration, our client encourages a fun and collaborative work environment where individual and team efforts are recognised and rewarded. They offer challenging career pathways working on interesting projects that make a difference, continuous professional development, and the opportunity to learn from a diverse team of talented individuals. Working from home options are available and you’ll receive genuine work/ life flexibility (including location flexibility), fresh fruit, casual Fridays, quarterly team dinners and more!

About Applying:
For further information on this opportunity please contact Lauren Hogan of Fruition Recruitment directly on 0439 351 629 to discuss in absolute confidence. To apply, follow the links or email lhogan@fruitionrecruitment.com.au with an up to date CV clearly outlining your suitability to the role.

About Us:
Fruition Recruitment is a Geelong based boutique recruitment firm that specialises in regional recruitment, executive search and talent advisory. With a reputation for providing industry leading results, Fruition works hard to provide a fresh alternative to sales-driven agencies and is a business that clients love working with and candidates trust. We are working on this vacancy on behalf of our client.

Please note, hand delivered CVs or office drop ins will not be accepted (candidate meetings are by appointment only) and due to the large volume of applications responses we receive to our advertised roles, we’re only able to contact shortlisted candidates. If it has been more than 7 business days since the date of your application and you haven’t heard from us but would like some specific feedback on your application, please feel free to contact us directly and we’d be happy to discuss with you.

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