Head of Customer Service and Support

Ampol Limited

Location: Alexandria

Job Type: Full time


We keep millions of people moving every day and continue to be Australia’s leading transport fuel supplier and convenience retailer. Our business is dynamic and often technical, and we rely on talented people who seek to find solutions. Whatever your journey, we’re the fuel that gets you there. Ampol, Australia’s own.

  • Permanent Full time | hybrid of working from home and the office

  • Location: Alexandria, Sydney NSW

  • Lead a global IT Support and Service team onshore & offshore

About Ampol:

Our company has always been about more than fuel. Fuel may be the foundation of our business, but our motivation and purpose come from the people, businesses, industries, and communities we engage with. From our origins until today, we’ve always been inspired by the role we can play in people’s lives – to keep them moving, to make journeys happen.

Here at Ampol, we are proud of our heritage as Australia’s only owned fuel brand.

For over 100 years we have supported Australians to travel far and wide, and we’ll be here for 100 more powering better journeys for today and tomorrow.

About the role:

This is a fantastic opportunity for an experienced Head of IT Customer Support and Service to lead our teams in providing outstanding support and services to 9000 users across four countries.

In this role you will be accountable for creating, managing and executing the Ampol IT Customer Experience Strategy and roadmap.

You will be proactively engaging with senior business leaders across and outside Ampol to ensure the Services offered by IT are meeting business needs and driving value.

You will lead a global team, providing first-level service desk support, on-site desk-top support, service management tooling, and all ITIL practices, including incident, service request, problem, change, knowledge, and asset and configuration.

You will also drive strategy across service desk and outsourcing arrangements to ensure that Ampol IT Service Delivery teams are delivering cost-effective high-quality solutions to our business.

You will be joining Ampol in a journey of growth and transformation as we build, scale and modernise our technology

Based in Alexandria, with available car parking and transport options, this is a Hybrid role with work from home flexibility. 

Key responsibilities:

  • Develop effective relationships across and outside Ampol that support the business strategy

  • Develop and maintain the IT Customer Support and Experience Strategy

  • Provide appropriate service management tooling for IT service management processes

  • Provide standardised processes, governance to support the delivery of services to our customers

  • Manage the technology environment, through controlled Change Management and Transition processes

  • Commercial management of contracts with key strategic suppliers

  • Provide effective leadership to create an engaged and capable team

  • Map, measure and monitor IT risks that can impact availability, security or integrity of service desk or desk top technology

  • Manage internal IT to IT communications and team engagement activities

  • Ensure timeliness, appropriateness, and accuracy of communications to the Ampol business regarding outages, incidents, and planned maintenance 

About you:

You are passionate about providing customer service and support, have a focus on human centred design and a strong background in IT, and are looking for a challenging leadership role. 

Key skills and experience:

  • Tertiary degree in IT, business,customer service or a relevant discipline

  • ITIL certified

  • Minimum 10 years IT experience, with at least 5 years at a managerial level

  • Experience and practical application of the International Customer Service Standard

  • Solid experience working with outsourced services and managing 3rd party vendor relationships

  • Experience and ability to develop and execute strategy in the IT function

  • Advanced commercial and financial acumen

  • Management of Opex and Capex budgets, forecasting and business value measurement

  • Proven experience in operations, maintenance, and support

  • Experience managing geographically dispersed teams in a matrix environment

  • Proven experience in leading multi-functional matrix style teams through a mixture of onshore and offshore models, diverse experience, and culture

  • Excellent leadership, interpersonal, and communication skills

  • Ability to inspire and lead a high-performance team

  • A relationship builder who inspires trust and confidence internally and externally

  • Ability to develop confidence, presence, and influence within and outside function

  • Strong planning, prioritisation, organisational skills, and the capacity to be flexible in balancing priorities to meet/exceed customer needs

Our benefits:

  • Competitive Salary and performance bonus

  • Career development and learning opportunities including LinkedIn Learning and other tailored training solutions

  • Internal recognition platform amplifying the achievements of those who do great work and demonstrate our capabilities and values.

  • Paid Parental Leave - up to 12 weeks paid Parental leave, and up to a year off (unpaid)

  • BabyCare Package - financial and flexible support for parents transitioning back to work

  • Need some wheels? Novated Lease options are available

  • Fuel up on us - receive a 25% fuel discount all year round for two privately used cars

  • Invest in your future with the Employee Share Scheme

  • Community giving day - spend one day volunteering with one of our partners

We’re an equal opportunity workplace. We not only embrace diversity and inclusion; we celebrate what makes you unique. We’ll take you further with freedom and flexibility to be your true self.

You’ve got this!