Group Manager, Digital Workplace Experience

at  Mirvac

At Mirvac, we know that it’s our people, their passion and expertise and the exceptional experiences we create for our audience, that defines us.

Mirvac’s people are our most valuable asset. We are proud to have built a culture of inclusivity, innovation and collaboration, becoming a place where people genuinely want to work. Two recent accolades to reflect this are:

• #1 in AFR BOSS’ Best Places to Work in Property, Construction & Transport 2022
• #1 Company Globally for Gender Equality in Equileap’s 2022 & 2023 Review

We also offer a number of competitive and unique benefits for permanent employees including:

• Flexible Work Arrangements
• Leadership and Professional Development Programs
• Unlimited Volunteer Leave and National Community Day
• Mirvac Pride Committee

Mirvac is an Australian property group with a clearly defined purpose to ‘reimagine urban life’. For over 50 years, we’ve dedicated ourselves to shaping Australia’s urban landscape. Our evolution has been significant, growing from a small joint venture to a thriving ASX-listed property group that leads the way in sustainability, innovation, safety and placemaking.
Our opportunity
As Group Manager, Digital Workplace Experience, you will be responsible for the creation of intuitive, engaging, effective and efficient digital workplace experiences to end-users and customers at Mirvac.
The Group Manager will provide oversight of the IT service desk and regional customer support responsibilities. They will also be responsible for the vendor and partner management of key Digital vendor relationships.
The Group manager will be accountable for ensuring high levels of performance, service levels and customer satisfaction across Digital and the wider enterprise.

Lead and mentor the team of IT service desk and regional technology support professionals.
Ensure the team provide high quality, timely and efficient support to internal users and external customers.
Actively participate as a Digital people leader across the Digital function.
Proactively develop strong relationships across the Digital and the broader enterprise.
Direct operations of the ConnectIT and Regional Support, and responsible partnering vendors to achieve support outcomes. Monitor and regularly communicate the performance of the team to stakeholders.
Maintain and manage the Digital technology deployed assets across Mirvac sites (including head office locations).
Deliver high quality customer service in managing customer requests within defined service levels with customer satisfaction of 4.5 of greater month on month. Analyse service desk activity and make data-driven decisions to improve service or performance.
Develop and implement strategies to enhance IT support services and improve customer satisfaction.
Identify opportunities for process enhancements and implement best practices in IT support.
Drive continuous improvement initiatives to streamline support processes and increase efficiency.
Collaborate with Digital other teams to ensure seamless integration of support services with overall Digital strategy. Ensure the team focus is on the successful outcome for the business.
Ensure the development and delivery of services in a manner that creates a sustainable product.
Ensure function risks (and opportunities) are identified /regularly reviewed and strategies in place and promptly implemented to mitigate them / minimise their impact.
Your point of difference
Preferable ITIL Certified.
6+ years as Service Desk team leader.
3+ years oversight of service delivery.
Demonstrated excellent customer service skills.
TAFE or Tertiary qualifications relating to Information Technology.
Understanding of AI, Network, Cloud and Cybersecurity principles.
The ability to work with people of varying levels of seniority.
Ability to collaborate with business stakeholders to provide positive outcomes.
Ability to work effectively as a member of a team and to be an effective team leader.
All of these attributes are preferred, if you think you may be the right fit for the role please still apply