At Aurecon we see the future through a very different lens. Do you?

Innovation, eminence and digital are at the heart of everything we do.  Are you excited about the future?

Are you driven by the opportunity to work on some of the most challenging and complex projects around the world and to learn from the best? We are.

Diversity is at the core of everything we do. We work together to create a culture based on respect, trust and inclusiveness. Our differences are what fuel our creativity.

What will you do?

The IT Service Lead assists the Regional Head of IT in ensuring that Workplace Technology consistently provides an expert, efficient, and highly customer-focused IT support service to the Aurecon group user community within agreed service levels, managing reported incidents and requests throughout the incident lifecycle

Here are the key things you will do to ‘bring ideas to life’.

Oversees the delivery of Workplace Technology services by ensuring timely resolution of Incidents and Tasks while maintaining high levels of customer satisfaction • Delivers on operations and project priorities jointly with the Region’s Head of IT, and collaborating with other functional teams to manage escalations from the business

Ensures that Infrastructure and Applications changes are well coordinated with onshore WTS and the business for smooth transition

Leads and motivates a team of offshore WTS staff, providing guidance, coaching, and development opportunities to ensure their success and growth

Determines resource requirements and allocates accordingly based on coverage needs for Chat, Phone, Email, and Self-Service channels, as well as backup onshore resource coverage, to ensure Service Levels are achieved

Formulates and implements best practices to ensure consistency and efficiency in Service Operations

Identifies opportunities to streamline service delivery processes, enhance efficiency, and improve service quality, and operationalizes necessary changes

Ensures all operational processes are followed accurately, performing reviews and spot checks where necessary

Manages Major Incidents, facilitates the bridge call with relevant support teams, and handles communications to users and stakeholders

Collaborates with Support/Resolving Groups to ensure that all available resources are being expended to address an issue or serve a requirement

What can you bring to the team?

Firstly, strong sense of responsibility, flexibility and adaptability to varying request. Demonstrated ability to analyse business requirements and deliver solutions in collaboration with business stakeholders to meet deadlines. The job holder will provide advice to key business stakeholders as well as contributing and influencing strategy within their own given domain. Suggest enhancements to ensure continuous application improvement. You will also need the following:

At least 3+ years’ experience of managing a team or handling incident management team or a similar role.

At least 3+ years' experience working in IT Service Desk

Background in ITIL4

Background in ITIL Service Operations not required but would be preferred

Effective communication skills both oral and written (English)

Experience in handling and/or administering ServiceNow ITSM

KPI creation and SLA management

Stakeholder management

Reporting background with Excel is a plus

Experience working with IT systems and software such as Windows, hardware devices, general knowledge of networking

Excellent managerial skills and ability to collaborate with team members

Our Aurecon Attributes describe the types of people we bring together for clients. We don’t expect you to have all eight of the attributes, but one that is unique to you.

Finally, we value that each of our team members brings something different to Aurecon. We look for people who have had a broad range of experiences throughout their career and can demonstrate how they have worked as part of a team to bring ideas to life. Does that sound like you?

About us

We’ve re-imagined engineering.

Aurecon is an engineering and infrastructure advisory company, but not as you know it!

For a start, our clients’ ideas drive what we do. Drawing on our deep pool of expertise, we co-create innovative solutions with our clients to some of the world’s most complex challenges. And through a range of unique creative processes and skills, we work to re-imagine, shape and design a better future.

We listen deeply and intently, which helps us see opportunities, possibilities and potential that others can’t.

Think engineering. Think again.

Want to know more?

You can learn more about what it’s like to work at Aurecon by visiting the careers section of our website.

If you are intrigued or excited by what you have read, then we want to hear from you. Apply now!