Regional Service Experience Lead (IT)


Location: Melbourne

Job Type: Full time


Job Description

Your role

The Regional Service Experience Lead (Information & Technology) for APAC understands user needs, designing/implementing service experience strategies and improving service delivery to enhance user customer satisfaction.

Reporting to the Global Service Delivery Experience Lead you’ll optimise our service management capabilities. You’ll focus on Incident and Problem Management, Operations Management, Service Catalogue Management and Service Design & Transition.

The Regional Experience Lead will be the accountable contact for three dimensions as it pertains to run services. The three dimensions being Region (APAC, EMEA, Americas), Business Function (End to End, R&D, Commercial, Enabling Functions & Plasma) and I&T Tower (Cyber, Infrastructure, Applications). Each Regional Service Experience Lead will be assigned a Region, Business Function/s and I&T Tower and will ensure the exceptional delivery of services within their remit while collaborating with other Regional Service Experience leads.

Your responsibilities

  • Serve as the regional point of escalation for all service delivery issues including incident and problem management, Operations Management and service request management
  • Accountable for developing a comprehensive service experience strategy that is aligned with our goals, industry trends, and customer needs
  • Develop and implement service standards, guidelines, and best practices to ensure high-quality service experiences globally
  • Leverage advanced analytics, process mining and automation tools to improve efficiency in the service delivery and problem management processes
  • Participate in I&T tower reviews with external vendors. Deliver monthly reviews with I&T Tower Leads and Regions
  • Ensure that the service catalogue is maintained and up to date, that services are accurately described, accessible across the organisation, and that service requests are efficiently fulfilled

Your experience

  • Bachelor's degree in a related field
  • At least 5 years experience leading ITSM processes or functions in large global organisations
  • Experience with IT projects and project management methodologies
  • Experience in a Managed Service Contract environment and Vendor management capability
  • Leadership, team building and project management skills
  • Knowledge of ITSM best practices and industry standards
  • Experience identifying, influencing, and managing diverse stakeholder groups
  • Experience working in an GxP environment is beneficial but not essential

To apply, send your CV no later than Monday 9th October 2023.

About Us

Our Benefits

We encourage you to make your well-being a priority. It’s important and so are you. Learn more about how we care at CSL.

About CSL

CSL is a leading global biotechnology company with a dynamic portfolio of life-saving medicines, including those that treat haemophilia and immune deficiencies, as well as vaccines to prevent influenza. Since our start in 1916, we have been driven by our promise to save lives through innovation. Learn more about CSL.

We want CSL to reflect the world around us

As a global organisation with employees in 35+ countries, CSL embraces diversity, equity and inclusion. Learn more about Diversity, Equity & Inclusion at CSL.

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