Dynatrace has redefined how you monitor today’s digital ecosystems. AI powered, full stack and completely automated, it’s the only solution that provides answers, not just data, based on deep insight into every user, every transaction, across every application. More than 8,000 customers use Dynatrace to optimise customer experiences, innovate faster and modernize IT operations with absolute confidence.
We are currently looking for an experienced Technical Services manager- APAC to join our EDE team based in Sydney. This role is responsible for the IT service delivery for all Dynatrace employees and contractors in the APAC region. The ability to manage and apply global standards and practices across the region is essential, along with the ability to execute through local hands or via outsourced services. This role includes team management of local and remote staff.
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Of primary importance is the ability to partner with business leaders to recommend and provide value-add business solutions. The APAC Manager must be able to be seen as an important business partner and garner the trust and support of regional leadership. Equally as important is the ability to be a part of the larger Employee Digital Enablement (EDE) team, both helping to drive policies and projects as well as ensuring global standards are met.
A key responsibility is the management of Client Services. This includes New Hire onboarding, incident resolution, service request fulfillment, and problem management. Account management is also required as the role is the regional IT representative and must partner with HR (Human Resources), Facilities, and key stakeholders. Well-structured and effective communication is essential.
IT asset management is also key; including maintaining HW inventories and lifecycles, contributing to the development of global client configuration, and the planning, budget, and procurement of equipment from preferred vendors with defined standards.
Future planning and budgeting are also important aspects and the role is required to work with the Global IT team to define future objectives and ensure these are delivered within costs and constraints, addressing changes as they occur.
This is a critical role to ensure people are operating in a productive, secure, and efficient technical environment.
Key Deliverables:
- Service Management: Prioritise Incidents and Service Requests in line with business needs and ensure service expectations are set and met.
- Service Delivery: Ensure people receive the appropriate resources required to perform their job, managing exceptions, and feeding back to the global IT standards group to enable continuous improvement.
- Customer Partnership: Ensure regional key stakeholders are regularly consulted and updated, as well as any key issues or non-standard requirements are escalated and addressed in a timely fashion.
- Project Management: Ensure regional and global projects are delivered in parallel to day-to-day priorities in accordance with IT and organisational priorities.
- Contract Management: Ensure contracts for regional/global services remain competitively priced and in line with the global services delivered by the IT team.
- Employee Management: Train, coach, mentor, and support career development to the regional IT operations team.
Qualifications/Skills:
- Excellent interpersonal skills, with strong customer service orientation that allows for successful interactions with all levels of the organization
- Demonstrated ability to partner with regional and local business leaders to provide value and direction to the business
- Previous experience managing an IT Operations team (including remote employees)
- Applicable knowledge of project management and Agile methodology
- Motivated by driving process (and businesses) improvement
- Ability to work within standard operating procedures and contribute to the development of these procedures
- Advanced experience in a PC environment
- Advanced experience in a Mac environment (preferred)
- Experience in a network/telecom-supported environment
- Detailed knowledge of Microsoft Windows and Office 365
- Process development experience
- Work as part of a team to support global IT operations and objectives
- Reliable, dependable, and able to work with minimal supervision
- Willingness to work a flexible schedule with occasional work out of hours
- 7+ years industry experience (preferred)
- ITIL Certified (preferred)
We take our Employer Brand and internal culture seriously. So much so, we are consistently recognized by reputable companies and brands like Business Insider, USA Today and Forbes. This year so far, Dynatrace scored a seat on Comparably’s award lists for Best Company Outlook, Best Company Global Culture, and Best Places to Work in Boston, to name a few. Dynatrace was also honored in the coveted Top Workplaces USA list in 2021. And we’re proud to be recognized on BuiltIn Boston’s 2021 'Best Large Companies to Work For' and 'Best Paying Companies.' We’ve got it made—won’t you join the #DynatraceLife?