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Form of work Apply now Job no: 519120
Brand: ETS
Work type: Full time, Hybrid
Location: Queensland
Categories: Information & Technology
At Flight Centre Travel Group (FCTG) our purpose is to 'open up the world for those who want to see'. Every day, we give people all around the world the opportunity to experience something really amazing - travel!
The Regional Service Operations Leader is a customer-facing Enterprise Technology Services (ETS) leadership role which partners with key business stakeholders in region to proactively increase customers experience and satisfaction. You'll have an in-depth understanding of the ETS services, and the SLAs as offered in region and maximises the adoption, optimisation, and innovation in these services by liaising with the local business stakeholders and the ETS Global Product Delivery teams.
If you lead by example and enjoy mentoring your team, while taking the initiative to look for ways in improving the quality of our solutions, standards, process and best practices, please apply!
Day in the life:
- Acting as a local point of contact for all things IT including - Incidents, service requests, consultation, and project requests, and directing these requests to the appropriate ETS product teams
- Provide leadership to the Regional Service Operations Level 2 and Regional Service Operations Level 3 Team Leaders
- Working with the Product Owners and Service Operations teams across ETS to facilitate improvements to fix gaps or enhance services
- Actively maintaining a positive relationship with key business customers in region
- Acting as a first level contact for consultation and project requests and redirecting the conversation to the appropriate product team members
- Ensure ad-hoc incidents and service requests are being lodged in the ITSM tool for tracking and resolution.
- Support all ITIL processes carried out within region.
- Accountable for resolution of tickets as per agreed SLAs
- Escalation point for regional tickets
- Responsible for ensuring global ETS Standard Operating Procedures are upheld
- Promotion of ETS Service to the customer base
- Ensuring local initiatives are being executed successfully within local region
- Provide localised support for implementation of Global Product Team initiatives
- Reporting of regional performance to the ETS Leadership team
- Engaging with Local SWOT teams and key stakeholders
- Act as a community leader for all communications and pastoral care style activities within local market
You'll be perfect for the role if you have:
- A minimum of 5 years' experience in a similar role (required)
- Experience working with Service Now (preferred)
- Experience with M365, Windows, Citrix environment (preferred)
What you'll enjoy...
- Tick destinations off your bucket list with our discounts on travel and accommodation
- Employee Share Scheme through Equate Plus
- Access to in-house financial and health services, internal 24/7 gym and End-of-Trip Facility
- Closing the Gender Gap in Super Balances! FCTG paid super contributions during parental leave & top up payments when Flightie parents return to work for the first 2 years!
- Receive ongoing training and professional development
- Hybrid working model
- Preference for internal progression through Brightness of Future: Employees have the right to see a clear pathway to achieving career ambitions
- Global career opportunities in a network of brands and businesses at your fingertips
- Proud Corporate Social Responsibility platform through the Flight Centre Foundation, and Brighter Futures programs
- Opportunity to attend global awards events, including Global Gathering (Las Vegas 2022, Bali 2023 and Lisbon 2024)
- Various social events to promote networking, the celebration of wins, and sometimes just for fun!
We value you...
Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better, safer experiences for everyone. We encourage you to come as you are; to foster inclusivity and collaboration. We celebrate you.
Who we are...
Since our beginning, our vision has always been to open up the world for those who want to see.
As a global travel retailer, our people come from all different backgrounds, and our connections spread to the far reaches of the globe - 20+ countries and counting! Together, we are a family (we call ourselves Flighties).
We offer genuine opportunities for people to grow and evolve. We embrace new experiences, we celebrate the wins, seize all opportunities, and empower all of our people to find their Brightness of Future.
We encourage you to DREAM BIG through collaboration and innovation, and make sure you are supported to make incredible ideas a reality. Together, we deliver quality, innovative solutions that delight our customers and achieve our strategic priorities.
Irreverence. Ownership. Egalitarianism
#LI-KC#LI-Hybrid
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