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17

April

It Service Management Lead

Wipro - Brisbane City, QLD

IT
Source: uWorkin

JOB DESCRIPTION

About us

We are Wipro (NYSE: WIT), a rapidly expanding and leading global Information Technology, Consulting and Business Process Services company, headquartered out of Bangalore, India with over 200,000 employees worldwide, servicing clients in 175+ cities across 6 continents. For more information, please visit www.wipro.com

With over 2,000 employees in Australia, we are committed to increasing localization. We serve over 75 customers across diverse industry segments, with at least a third listed in the 100 ASX. We started our journey in Australia over 15 years ago and this has been a pioneer of new age, disruptive and transformative innovations. We believe in the power of diversity in the workforce, and we encourage applications from people of all diverse backgrounds, with focus including, but not limited to Aboriginal & Torres Strait Islanders, Women in Technology, Sex/Gender diversity, disability, racial & cultural diversity, sexual orientation + others.

The role

As a Lead, you are responsible for managing a small team of analysts, developers, testers or engineers to drive delivery of a small module within a project (Delivery/Maintenance/Testing). You may serve as an entry level specialist with expertise in particular technology, industry domain, project process, application or product life-cycle. You are responsible for all functional and technical tracking of a project. This role involves, but is not limited to:

  • Defining, maturing, and leading IT Service Management for Incident, Problem, Change & Request Management ensuring compliance from delivery teams.
  • Manage the delivery of contracted services to the customer to meet or exceed the agreed service levels.
  • Proactively identify risks to the services provided and work with either the client and / or internal stakeholders to mitigate those risks.
  • Service Level Reporting and Analysis
  • Identify and action areas of improvement in the Service Delivery process. Through continuous service and process improvement, ensure the team objectives are met through productive team management.
  • Contribute to the function and running of the onsite Account Team responsibilities, including administrative tasks, reporting, and analysing of IT Service Operations

To help us level up, you'll ideally have:

  • 5-8+ years experience in Service Delivery Management or Service Operations
  • Specialist knowledge in developing and maintaining ITIL processes and procedures
  • ITIL certification and good understanding of key ITIL concepts across all lifecycle stages and how to include these in a practical situations
  • Product ownership for Service Management tools (ie ServiceNow) in the ANZ region
  • Experience in operational management and implementing improvements in an ITSM tool is essential, preferably using ServiceNow.
  • Experience implementing new IT processes and procedures, in particular ITIL components
  • Strategic understanding of interdependencies between all ITIL Service Lifecycle Processes
  • Demonstrated experience managing and leading cross-functional teams
  • Strong stakeholder management and influencing skills
  • Excellent customer relationship building and management skills.
  • Excellent document development skills
  • Excellent time management skills
  • Highly developed verbal and written communication skills

If you only meet some of the requirements for this role, that's okay…We value a diverse range of backgrounds & ideas and believe this is fundamental for our future success. So, if you have the curiosity to learn and the willingness to teach what you know, we'd love to hear from you.

Bonus points if you have experience with:

  • You may come from a Service Desk background or have 1 to 2 years already working in an IT Service Management role.
  • Experience designing and implementing improvements in ServiceNow
  • ITIL Cross Functional Service Management-L4
  • Infrastructure domain and process experience.
  • Hands-on process, design and consulting experience.

The Spirit of Wipro

The Spirit of Wipro is the core of Wipro. These are our Values! It’s about who we are. It’s our character. It is reflected consistently in all our behavior. The Spirit is deeply rooted in the unchanging essence of Wipro. But it also embraces what we must aspire to be. It is the indivisible synthesis of the four values. The Spirit is a beacon. It is what gives us direction and a clear sense of purpose. It energizes us and is the touchstone for all that we do:

  • Be passionate about clients’ success
  • Be global and responsible
  • Treat each person with respect
  • Unyielding integrity in everything we do

With our business almost doing a complete 180 degree shift in the last 18 months, changing our model, our ethos and the way we truly partner with our customers around the world, we’re looking for people who always find new boundaries to cross - a future Wiproite who will obsess over excellence and make constant improvements for our customers. We’ve look for leaders in every aspect, not just job title, so if you see a problem, take ownership of the solution.

We pride ourselves on creating an inclusive workplace that provides equal opportunities to all persons regardless of their age, cultural background, sexual orientation, gender identity and expression, disability, veteran status, or anything else.

Benefits @ Wipro

  • Flexible working culture
  • An excellent remuneration package
  • Flexibility to put your family first at all times
  • Ongoing training and development to help you reach your full potential
  • Collaborative team - positive and empathetic people who love to laugh either through social distancing in the office or virtually from home!
  • Fun team with high-growth hustle
  • Team building, fun activities and social events
  • Career Progression

Join us in many countries, see full career opportunities here.

The Spirit of Wipro The Spirit of Wipro is the core of Wipro. These are our Values! Itâs about who we are. Itâs our character. It is reflected consistently in all our behavior. The Spirit is deeply rooted in the unchanging essence of Wipro. But it also embraces what we must aspire to be. It is the indivisible synthesis of the four values. The Spirit is a beacon. It is what gives us direction and a clear sense of purpose. It energizes us and is the touchstone for all that we do: Be passionate about clientsâ success Be global and responsible Treat each person with respect Unyielding integrity in everything we do With our business almost doing a complete 180 degree shift in the last 18 months, changing our model, our ethos and the way we truly partner with our customers around the world, weâre looking for people who always find new boundaries to cross - a future Wiproite who will obsess over excellence and make constant improvements for our customers. Weâve look for leaders in every aspect, not just job title, so if you see a problem, take ownership of the solution. We pride ourselves on creating an inclusive workplace that provides equal opportunities to all persons regardless of their age, cultural background, sexual orientation, gender identity and expression, disability, veteran status, or anything else. Benefits @ Wipro Flexible working culture An excellent remuneration package Flexibility to put your family first at all times Ongoing training and development to help you reach your full potential Collaborative team - positive and empathetic people who love to laugh either through social distancing in the office or virtually from home! Fun team with high-growth hustle Team building, fun activities and social events Career Progression Join us in many countries, see full career opportunities here.