Head of End User Services

Date: 17-Jun-2022

Location: Sydney, Australia

Company: Canon


  • Opportunity to manage Service Desk Operations in Australia & Philippines
  • Strategic role in the End User Services business
  • Collaborative team culture & supportive management
  • Open to multiple locations within Australia

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.

About the Role

The role requires strategically managing the Service Desk operations alongside delivering high quality outcome to our customers. The ultimate goal is to ensure delivery of contracted End User Services (Service Desk and Desktop Management) while exceeding our customers’ expectations. Alongside continual improvement of services, you will be responsible for ensuring development of key operational processes, people and systems. New business opportunities, contract and proposal review, budgeting & team development are few other key areas that are part of the portfolio. This is an Australia based role reporting to the General Manager – Managed Services.

Main Duties

  • Manage daily operations & ensure that the delivery teams exceed client expectations
  • Establish Service Desk vision & develop team leaders and technical leads on an ongoing basis.
  • Work closely with peer Heads of Department to ensure cohesive delivery of our managed services
  • Align with Service Delivery Managers to understand client issues and address where necessary 
  • Ensure appropriate structures and escalations processes are in place
  • Drive and implement a formal continual service improvement plan
  • Manage critical issues and client dissatisfaction when required 
  • Provide appropriate recommendations and implement changes which will ensure we stay a market leader in high quality managed services
  • P&L and budget management
  • Review productivity and expenses to ensure operational efficiency and cost effectiveness
  • Liaise with the sales and marketing teams to win new business and ensure our products are developed and marketed effectively
  • Help sales teams in winning new business through presentations, consultancy, tenders & provide pricing review 
  • Ensure appropriate processes as Incident Management, Problem Management, Change Management are being complied with
  • Ensure that KPIs and deliverables are aligned between the delivery teams.

About You

We are looking for a results driven leader who possesses strong experience working in an outsourced or shared services model. You will have the ability to listen to customers and suggest improvement in our services based on feedback. You will have strong leadership and strategic management skills with a clear vision of the future of our services. You will have managed a large service desk team spanning multiple geographic locations. 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 understanding of ITIL framework or similar
  • Proven track record in change and service improvement

In return we offer a supportive team environment where collaboration and support from your leaders and peers is the norm. We’ll invest in your development and long-term future and we can promise you a variety and enough challenge to keep things interesting across the wide variety of customer we support. 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.

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