IT Service & Support Manager

Date: 04-Aug-2022

Location: Sydney, Australia

Company: Canon

  • Varied and highly regarded position
  • Work with a collaborative and friendly team
  • Genuine support with your career and personal development


About us

Canon is the world's leading imaging organisation, and actively inspires with imaginative ideas that enable people to connect, communicate and achieve more than they thought possible. Whether for consumers or professionals, Canon continues to research technologies to bring more beauty, more clarity and more innovation to the world of imaging.


About the Role

Due to an internal promotion, we have an opportunity for an experienced IT Manager to join our Information technology department based in Sydney where you will have overall accountability for Service Delivery across the Canon Oceania Group. This role will see you and your team continually drive improvements in efficiency, productivity, and quality of service delivery and you will act as a thought leader driving culture of continuous improvement and adherence to Canon IT, security and business standards, policies, and methodologies.


Scope of the role includes;

  • Overall accountability for Service Delivery across the Canon Oceania Group (AU/NZ/PH)
  • Continually driving improvements in efficiency, productivity, and quality of service delivery
  • Overall accountability for Service Management framework and processes across the Canon Oceania Group
  • Acting as Change Manager, hosting CAB Meetings once per week
  • Acting as Critical Incident Manager for critical incidents requiring co-ordination across support teams and stakeholders
  • Managing a team of 6 Application Support Engineers, supporting critical business systems (E.g., ERP, CRM, HR)
  • Co-ordination and documentation relating to SOX (Sarbanes Oxley) Security Certification
  • Actively participating in and drive compliance with SOX and ISO27001 framework and compliance
  • Building the brand of the Canon Oceania IT team within the Canon Group through communication and advertising of team achievements
  • Delivering service level management reporting to meet business, operational and strategic management needs
  • Ensuring relevant IT operational standards, processes and procedures are documented, updated, promulgated, and complied with
  • Co-ordinating responses to Business Managers relating to RFIs/RFPs etc where IT input is essential


About You

You are an experienced IT Service and Support Manager who understands the importance of providing excellent customer service to a wide variety of stakeholders. You know how to translate technical IT concepts and terminology into layman’s terms, and you bring a strong track record of team leadership to the role.  You are a highly effective communicator with good influencing skills, and you are a problem solver with great business acumen who has a passion for delivering high quality IT services that support the growth of our business

Key Skills, Experience & Certification include;

  • Demonstrated ability to lead technical teams
  • Ability to effectively communicate to multiple stakeholders at various levels
  • Demonstrated skills and experience in a customer service environment (5 years +)
  • Background and technical experience in an infrastructure support environment
  • Flexible but methodical and thorough approach - process oriented
  • Provide superior analytical skills in solving resource conflicts and problems as they relate to service delivery to the customer base
  • Extensive customer, vendor, and stakeholder management experience
  • Experience of monitoring and controlling risks and issues to ensure adherence, compliance, and retention of industry standard (ISO 27001)
  • Proven track record of delivery across complex programs involving cross-functional teams
  • Experience and certification in ITSM (minimum ITIL v.3 Foundation qualified)
  • ISO27001 and SOX (Sarbanes Oxley) auditing experience highly regarded
  • Experience with Service Management frameworks (E.g., ITIL) to manage service performance
  • Experience with ServiceNow


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 variety and enough challenge to keep things interesting across the wide variety of customers we support.

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 supportive, collaborative and diverse team? Apply online now. Successful applicants will be notified of next steps