Software Support Manager

Date: 18-Nov-2021

Location: Sydney, Australia

Company: Canon


About the Role


The Software Support Manager is responsible for ensuring that the software support team provides the highest level of technical support to customers through lifecycle of the service. The position leads software support teams both national & offshore.



       Main Duties


  • Lead / Manage Software Support teams nationally and offshore.
  • Ensure the Software Support team are able to provide the highest level of support on technologies to all customers nationally for the lifecycle of the service (predominately through Technology and efficient support infrastructure systems).
  • Manage a dedicated ITSM Support Structure and ensure service delivery, efficiency and effectiveness.
  • Responsible for the ongoing development and management of tools and technology and core capability/ infrastructure to deliver excellence in service and solution delivery.
  • Ensure appropriate tools & systems are deployed to ensure effective and efficient service delivery of solutions and services
  • Develop and implement continuous improvement plans to further enhance Services and Solutions delivery process and procedures
  • Align / leverage global Canon delivery methodologies, processes, systems and tools as appropriate
  • Work with the relevant stakeholders to plan for the availability of adequate resources (people and infrastructure) to service Managed Print, Information Management & Solutions operational requirements
  • Participate and support major contractual negotiations as a key stakeholder for all SLAs relating to service delivery
  • Develop, implement and support plans to improve customer satisfaction ratings and address any identified weaknesses
  • Conduct annual, as appropriate, reviews of the entire Service Level process and negotiate, agree, and control any necessary amendments
  • Manage and maintain vendor relationships.


Key Requirements


  • Effective Team Management experience – minimum 2 years with cited references.
  • Preferably 3+ years IT experience, with at least 2 years in Service Management.
  • 2+ years working in an ITIL environment
  • Extensive IT experience not limited to a single technology and or market sector
  • Financial diligence experience
  • Strong troubleshooting and technical aptitude and skills
  • Excellent verbal and written communication skills. Ability to communicate to all levels of management and customers
  • Technical implementation knowledge and experience in related field + experience in Customer Projects
  • Effective presentation skills
  • Confidence to interact with customers and senior management



In return you will get the chance to work for a multinational company, with a real opportunity to take your skills to the next level. We look after you with training and development, progression and promotion, recognition, and reward and you’ll have all the tools and support you need to grow, to bring your ideas to life and achieve your successes.


If this sounds like you, apply today!


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.