Head of End User Services

•          Be the driver of our End User Services transformation journey
•          Manage operations and large teams across Australia and the Philippines
•          Experience a collaborative team culture and supportive management
•          Open to multiple locations – Sydney and Melbourne preferred

About us

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services ANZ helps organisations optimise, automate and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.

We are trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead.

When you join Canon Business Services ANZ, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success.

About the Role

The ultimate goal of End User Services (EUS) department is to ensure delivery of our contracted Services (Service Desk and Desktop Management) exceed our customer’s expectations and result in long term satisfied customers. The role requires strategically managing the operations, business growth and financial performance for the EUS practice alongside delivering high quality outcomes to our customers.

While ensuring continual improvement of services, you will be responsible for development of key product innovations. Liaising with the sales and marketing teams to win new business and ensuring that our products are developed and marketed effectively are key elements of this position.

This is a hybrid role open to be based from multiple locations within Australia. It reports to the General Manager – Managed Services.

Scope of Role

•          Manage daily operations & ensure that the delivery teams exceed client expectations
•          Establish the Service Desk vision & develop team leaders and managers on an ongoing basis.
•          Work closely with peer Heads of Department to ensure cohesive delivery of our managed services
•          P&L and budget management
•          Provide appropriate recommendations and implement changes which will ensure we stay a market leader in high quality managed services
•          Review productivity and expenses to ensure operational efficiency and cost effectiveness
•          Support sales teams in winning new business through pitches, consultancy, tenders & pricing

About You

We are looking for a results driven and passionate leader who possesses strong experience working in an MSP environment or managing complex Service Desk operations in-house.. You possess a strong ability to listen to customer, other peer feedback and ensure that they are considered constructively to continually improve our services. You will have strong leadership and strategic management skills with a clear vision of the future of our services. Key skills & experience include:

•         10+ years IT industry experience managing complex customer requirements
•          8+ years working in IT Service Management
•          5+ years experience in a multi-customer outsourced environment providing End User Services (Service Desk & Desktop Mgmnt)
•          Strong leadership skills & experience
•          Proven track record in continual service improvement
•          Strong understanding of ITIL framework or similar

When you join Canon Business Services ANZ, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success.

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

Benefits include but not limited to

•            Free onsite parking at Canon’s office (site dependent)
• Bonus Leave including:
  •      Birthday leave, to celebrate, relax or do something special
  •         Canon Day, an extra day of leave during the Christmas holidays
  •         Kyosei Day, or volunteer leave to take a paid day off to do good in your community
•            Flexible working arrangements, where possible
•            Training and development opportunities to help you bring your goals to life
•            Wellbeing benefits, including everything from discounted health insurance to flu vaccines to confidential counselling
•             Performance Recognition, in the form of quarterly and annual awards programs for high-performers
•            Milestone recognition on your work anniversaries in the form of carbon credits, merchandise, or retirement fund rewards
•            Canon products offered at discounted rates
•            Education assistance to support the cost of any external training that gives you new skills for your job

As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.

Looking to join this diverse team? Apply online now. Successful applicants will be notified of next steps