Job Description

About Us

Link Group is one of Australia's leading fund administration and share registry specialists.  We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.


Overview

An IT business leader that leads the IT Customer Experience & Support portfolio, accountable for the IT Services Desk, IT Business/Application Support and IT Workplace Services, including service improvement functions, across the organisation. 

The role owns and drives the mission and vision for the teams to foster a customer first business-oriented culture and mindset, driven by continual service improvement techniques and an ever-changing strategic roadmap, ensuring integration with the overall IT strategic plans.


Key Accountabilities

  • Develop a world class customer experience that aligns to the businesses requirements and changing needs, including partnering with suppliers provide a seamless experience for the business
  • Builds and maintains relationships with other IT leaders and business executives to develop an understanding of business needs
  • Cost-effective delivery of IT services to meet needs and developing an agility to changing business priorities
  • Assists the assessment of external and internal technology capabilities required to achieve desired competitive positioning, maintaining currency of new technologies and platforms to provide direction on 
  • assimilation, integration and introduction of new capabilities
  • Provide input into service agreements in the best interest of the organisation
  • Championing the team involvement in innovation efforts and roles, experimenting with new solutions to advance business opportunities, with the core driving a superior customer experience in technology
  • Driving the development of efficient streamlined IT processes and performance metrics to ensure value in team deliveries and exceptional customer service
  • Ensuring that the IT customer experience & support is fit for purpose and that systems are reliable, high performing, secure and readily available
  • Identifying and leading continuous service improvement across IT


Ideal Candidate Profile

  • 12+ years of demonstrable high competency in IT Customer Support/Operations, Service Management, Applications or Delivery, while leading multiple teams 
  • Business product knowledge in Superannuation, Insurance, Managed Funds and Registry Services highly desirable
  • A healthy familiarity with a Financial Services & Technology environments
  • A dynamic and exceptional business-mind with the ability to negotiate and influence senior level management and key stakeholders effectively
  • Sound understanding of frontline IT Customer Support, Infrastructure and Applications environments while implementing process improvements
  • Strong business acumen and passion for current, new and emerging technologies
  • Implementation of frameworks and policies with the ability to measure
  • Adaptability to working hours in order to meet business needs
  • Exceptional skills in influencing and driving change across the organisation
  • Excellent verbal and written communication skills
  • Expresses ideas effectively in individual and group situations; uses and shares information resources effectively
  • Ability to adapt communication techniques to suit the needs of different individuals
  • Ability to prioritise, organise and plan and to meet deadlines
  • Ability to lead a team through change and develop team members skills, while driving to achieve IT and Business goals
  • Ability to make decisions in a timely manner based on the information, experience and skills available 
  • Ability to recognise, lead and implement continuous service improvement opportunities

At Link Group we attribute our success to our wonderfully diverse workforce serving our equally diverse clients and members. We are committed to Equal Employment Opportunities and welcome applications from everyone including but not limited to LGBTIQ identifying individuals, all ethnic origins, all ages, all disabilities and gender diverse individuals.


Link Group runs a successful and evolving national Corporate Social Responsibility program.  Join us in helping those disadvantaged (physi

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