Workplace Technology Manager
Slater and Gordon Lawyers are a leading personal injury and class actions law firm where every member of our team has a shared passion for our clients: we are people caring for people.
Our commitment to our people includes offering genuine work-life balance, with a hybrid work environment allowing them to split their time between home and the office. We recognise and reward high performance and have outstanding employee benefits including a week of shutdown leave, paid parental leave, extra-long service leave, together with various ongoing learning and professional development opportunities.
About the role
The Workplace Technology Manager will lead our journey toward a workplace of the future, whilst delivering a seamless and efficient IT experience across the firm and driving IT service management. This includes managing the service desk, overseeing incident management, and driving continuous improvement.
The person will have deep experience in IT service management and a strong focus on end-user satisfaction, enhancing service quality while optimising operational efficiency.
The role will be accountable for process optimisation across their immediate team and the wider technology function as a whole with a focus on cost to serve and process re-engineering.
They will be a key face of technology out into the business at all levels from executive through to the team and bridge the gap between users, IT service teams and the broader business, ensuring technology services not only meet operational needs but also drive engagement and productivity.
The role will focus deeply on business engagement across end user IT services, combined with approaches and processes to strengthen business engagement across the whole technology function.
Key Responsibilities
- Workplace of the future– set and drive a clear strategy to build the workplace of the future for our people so they are enabled to do the high value work we employ them to do. Relentlessly drive the uplift of user experience. Implement technology and tools that enable a workplace of the future for our people and teams both in the office and remotely.
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AI - drive AI solutions and adoption within the team and through the wider business to accelerate user experience uplift and enhance service delivery
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Service Management – lead and coach IT support teams to ensure timely incident resolution, request fulfilment and consistent adherence to SLAs. Act as a liaison between frontline support and Level 3 engineering teams to expedite resolution of complex technical problems and minimise service disruptions. oversee the end-to-end delivery of end user services, ensuring SLA compliance, service quality and user satisfaction. Serve as the primary point of contact for IT service performance, reporting and escalation management
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Incident Management – own and manage the end-to-end incident management process to ensure timely resolution and root cause analysis
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Process optimisation & automation– drive process standardisation, documentation and knowledge management practices. Identify and implement process changes with a focus on reducing cost to serve and operational cost
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Business Engagement - Engage effectively and deeply with all levels of the business with a people centric mindset, to ensure trust is built, end user experience is optimised and that service operations and the whole of technology are engaging effectively
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Change Management – govern the change management process to ensure changes are evaluated, approved and implemented with minimal risk to business operations. Chair Change Advisory Board (CAB) meetings and facilitate impact assessments and scheduling. Ensure post-implementation reviews are conducted and work with engineering teams to ensure lessons learned are applied
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People Leadership – build and mentor a high-performing, diverse team with strong capabilities in service delivery, end user support and process improvement. Foster a culture of innovation, accountability and continuous improvement.
What will you bring?
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Minimum 5 years' experience leading teams and Technology Service Management functions in small, medium or large enterprises
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Minimum 5 years’ experience in portfolio planning and initiative delivery
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Ability to manage competing priorities and deliver across multiple strategic and operational objectives
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Excellent written, verbal communication and interpersonal skills
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Strong analytical and reporting capabilities
- Process mapping and re-engineering
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Extensive working knowledge of ITSM tools such as ServiceNow or JIRA JSM
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High level of attention to detail and analytical capability
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Demonstrated ability to work under pressure and to tight deadlines
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ITIL v4 (Desirable)
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Domain knowledge of plaintiff legal firm practices and processes (Desirable)
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Strong knowledge of ITIL framework (Desirable)
Technical skillset across Microsoft stack, including Azure, O365 and Microsoft meeting room hardware/software (Desirable)
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At Slater and Gordon, we are committed to helping our clients unlock justice and to creating a workplace where our people can do their best work. You will join a collaborative national People team that values openness, accountability and continuous improvement.
What next?
If you are interested in this opportunity, please apply directly to Slater and Gordon. We prefer to talk with you personally and are not accepting applications from recruitment agencies.
To be eligible for this position, you must be an Australian citizen, a permanent resident, or hold a valid visa with full and unrestricted working rights in Australia. Proof of work rights will be required as part of the Slater and Gordon application process.
Acknowledgement of Country Slater and Gordon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all First Nations peoples today.
Diversity + Inclusion Slater and Gordon is committed to creating an inclusive workplace that values diversity and ensures equal opportunities for all. Slater and Gordon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes. We understand that everyone has different needs. If you require reasonable adjustments throughout the recruitment process, please let us know in your application.
