EUX Leader Australia

What success looks like in this role:

High-Level Description:

Reporting to the Vice President of End User Services globally the APAC Senior Manager for End User Experience (Service Desk End Point Operations Experience Management and Knowledge Management) will have end-to-end responsibility leading all aspects of Operational Delivery to all Unisys EUX customers in the APAC region. The role includes accountability for the people processes and technology that underpins the delivery of services. This senior position plays a critical role in providing support to customers and bringing innovation and new technologies in alignment with business goals.

The leader will partner with other areas within the region including senior internal leadership customer-facing teams vendors Go-To-Market teams and customers directly. The role requires competence operating in a matrix management organization across geographies and functions.

Key Responsibilities

• Manage the overall PnL for EUX services in the APAC region.
• Line management accountability for Operational resources (200) spread across the region.
• Accountable for achieving delivery goals (customer specific SLA and KPIs) in large and complex enterprise environments involving use of different tools and technologies.
• Define and execute local strategies for Service Delivery ensuring alignment with global functional requirements and objectives.
• Enabling the business with futuristic technologies innovation and thought leadership.
• Develop a global strategy to continuously innovate end-user services delivering measurable improvements in experience and productivity.
• Partner with business unit leaders across APAC to build influential relationships and ensure alignment with organizational goals.
• Foster a high-performing team culture through effective coaching trust and accountability ensuring transparency and ethical conduct.
• Establish career paths training and engagement of people in their respective domains as well as cross functional
• In conjunction with HR and talent acquisition teams define and execute resource management strategies to meet current and future business demands.
• Drive client satisfaction using continuous service improvements in technology & process.
• Senior escalation point both internally and with customers
• Partner with client facing teams to engage with customers on business needs and build necessary IT solutions / improvements / scope extension as required.
• Drive cost optimization against current baseline via automation / efficiency.
• Identify and execute against opportunities to drive revenue and margin growth
• Drive productivity and quality KPIs for team as well as the mechanism to track them.
• Analyze the ever-changing technology landscape and providing advisory services to the clients on potential impact on managed services

You will be successful in this role if you have:

Key Skills and Experience

• Candidate with 15 Yrs of Digital workplace services experience with at least 8 years as a people leader.
• Ability to work manage and influence across functional geographical and cultural boundaries.
• Leadership experience in a large geographically spread technical environment.
• Politically aware with astute business acumen in a matrix management environment
• Strong and decisive influencing skills with a high level of emotional intelligence
• Strong experience in Service Desk (Contact Centre ITSM Automation Analytics Tools and platforms) and End Point Operations (Microsoft Azure Cloud within M365 stack on Intune Endpoint Manager Office 365 Collaboration tools).
• A natural technologist and innovator who strives for excellence
• Experienced people leader and capable of managing a team of 200 or more members
• Ability to bring teams together to be the best they can be in highly pressurized environments.
• A change agent that drives functional technical and behavioral changes to deliver the next generation of service to customers.
• Agile thinker who is adaptable to changes in markets operations and technology to continuously deliver.
• Excellent communication and presentation skills both internally and externally to customers/industry specialists.
• Experience in managing local Government customers and a good understanding of governance structures is desirable

Essential Must Have

• Australia NV1 clearance

#LI-NV1

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