Full Job DescriptionCompany Description
About Toll
We’re on a mission to help move the businesses that move the world. With over 130 years’ experience, Toll Group, proudly part of Japan Post, operates an extensive global logistics network, covering road, air, sea and rail across 1,200 locations in more than 50 countries.
Job Description
Overall Purpose of the Job
EUC Service Manager is accountable for providing delivery expertise, maintenance and support that ensures stable operation of the Organization’s Infrastructure and corresponding interfaces which deliver the end-to-end service. This role is responsible to drive simplified and customer centric end user experience.
Primary Responsibilities
The key responsibilities of the role are highlighted below:
As EUC Service Manager, you will be responsible for continuous review of the EUC service offerings, seeking to improve and increase user satisfaction and deliver an excellent user experience. Management of the EUC hardware and software estate, ensuring compliance, governance, version control, and clarity of purpose and use.
You will drive standardization by implementing and developing technical standards, processes, and procedures.
The leader will also carry responsibility of customer and employee related aspects like NPS, SLA and Retention.
You should have a key focus in below areas:
Thought Leadership in improving IT Operations and taking it to the next level
Create Center of Excellence (CoE)
Incubate new areas of services in line with market expectations
Consolidate and Optimize Delivery Organization to improve bottom line and productivity
You shall be working closely with key stakeholders from both IT & Business to drive Operational excellence, Cost Optimisation, and CyberResilience.
Desired Experience
Experience in driving a large team, leading the team remotely across geographies and evaluate the performance
Guide and influence successful delivery of service in accordance with service level agreements/contracts/user experience/leadership guidance implementing a process for supervising progression from goal setting, mid-year reviews and end of year evaluations to support individual, team and organizational performance
Design, implement and supervise Performance Management to enable employees and teams understanding of the goals assigned and to identify how individual and team outputs contribute to the achievement of the function objectives
Confirm the project has met Service Delivery and Operations acceptance criteria in relation to People, Processes and Technology prior to inclusion to operations.
Supply to improving customer support by actively responding to queries and handling complaints
In-depth knowledge and experience of running/supporting/handling key EUC stack – Windows 10, M365, EMS, Azure
Exposure and knowledge of device management tools like SCCM/Intune, Microsoft AD environment, Group policies, infrastructure services like DHCP/DNS/FW’s, thin client management and support
Knowledge of security tools like AV, Firewall, Encryption, DLP, Proxy
Working and conceptual Knowledge of Desktop Virtualization products like Amazon WorkSpace, Azure Virtual Desktop, Citrix Xen Desktop/Xen app/VDaaS
Expertise in defining Process and ensure the implementation within the Service Delivery Organization; exposure to ITIL Best Practices is vital
Excellent in coordination with multi-functional teams and vendors for evaluation/rollout of new technologies
Stakeholder management (internal & external)
Defining and implementing integrated IT Infrastructure solutions requiring relevant products and services
Innovative and solutioning demeanour
Qualifications
Tertiary level qualifications in Technical or Information Services are desirable
Experience in IT Infrastructure with a focus on customer service and having overall experience in End User Computing industry
Additional Information
Additional Capabilities
Awareness and focus on value to Toll customers
Commercial acumen to be able to drive effective fiscal decision making on IT investment and spend to impact enterprise value
Excellent written and verbal ability (English)
Operating in a Global IT environment
High level of influencing skills within a matrix environment
Leadership Competencies
Ensures accountability – Holding self and others accountable to meet commitments
Customer focus – Building strong customer relationships and delivering customer-centric solutions
Cultivates innovation – Creating new and better ways for the organization to be successful
Collaborates – Building partnerships and working collaboratively with others to meet shared objectives
Strategic mindset – Seeing ahead to future possibilities and translating them into breakthrough strategies
Plans & Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals
Develops Talent – Developing people to meet both their career goals and the organization’s goals
Drives engagement – Creating a climate where people are motivated to do their best to help the organization to achieve its objective
Demonstrates self-awareness – Using a combination of feedback and reflection to gain productive insights into personal strengths and weaknesses
Additional Responsibilities
It is expected that you will:
Carry out these accountabilities within the operation and process frameworks that apply at Toll.
Work together with all your key stakeholders (line and function). A part of your annual performance review will be based on input from your key stakeholders.
Exemplify the Toll Way and Leadership Competencies. This will be a key part of your annual development planning cycle.