End User Computing and Adoption/Enablement Team Leader

About The ABC

The ABC is the nation's most trusted and independent source of Australian conversations, culture, and stories. With over 4,000 employees from diverse backgrounds across over 50 locations around Australia and overseas, we are proud to create, curate and deliver high-quality content that informs, educates and entertains Australian communities.

About the Role:

Lead the team focused on enhancing the ABC’s end user computing and enablement functions, in line with the ABC’s strategic direction and best practices.

The position will manage and coordinate the delivery two core functions: the end user computing services, including desktop, laptop, mobile, printing, software, and the adoption services, including developing and driving adoption and enablement strategies to foster adoption of technology services across the ABC.

Key Accountabilities:

• Under broad direction from the Manager End User Experience & Service Delivery, manage and coordinate the delivery of end user computing services, including desktop, laptop, mobile, printing, software, and hardware support, across the ABC.
• Manage continuous improvement and innovation in end user computing and enablement, leveraging emerging technologies such as Artificial Intelligence and Automation, and user feedback to enhance user experience and productivity.
• Manage and implement strategies, roadmaps, standards and best practices for end user computing and enablement services, in alignment with ABC's business objectives, architecture principles and security requirements.
• Develop and drive expert IT adoption and enablement strategies, plans, and processes to foster adoption of technologies, systems, and applications across the ABC.
• Manage, monitor, and report on the performance, availability, scalability and quality of end user computing and enablement services, ensuring compliance with IT policies, standards, procedures, and operational requirements.
• Demonstrate exceptional interpersonal, customer service and communication skills and establish and maintain effective relationships with internal and external stakeholders, including vendors, partners, service providers and business units, to understand their needs, expectations, and feedback, and to ensure high levels of customer satisfaction and service quality.
• Build and maintain strategic internal partnerships with stakeholders including vendors, partners, service providers and business units, to understand their needs, expectations, and feedback, and to ensure high levels of customer satisfaction and service quality.

About You:

• Relevant tertiary qualifications or equivalent significant skills, knowledge, and experience in a computing related field.
• Demonstrated expert ability to lead and motivate a team ensuring the delivery of high-quality service delivery that meet the needs of ABC stakeholders.
• Demonstrated significant experience in managing a large End User Computing environment, including Windows 10/11, Mac OS, MECM, JAMF, Mobile Device Management technologies and Office 365.
• Outstanding experience in managing the adoption lifecycle of complex IT solutions, including stakeholder engagement, change impact assessment, communication planning and execution, training delivery, design of adoption artefacts and post-implementation support.
• High level of expertise in best practices and frameworks for IT adoption, such as PROSCI, ADKAR, or Kotter.
• Well-developed communication, organisation, presentation, and facilitation skills, with the ability to tailor messages to different audiences and levels of the organisation.
• Demonstrated complex analytical, problem-solving, and decision-making skills, with the ability to identify and resolve issues in a timely and effective manner.
• Highly developed ability to work collaboratively and constructively with diverse teams, partners, and customers, both internally and externally.
• Exceptional interpersonal, and customer service skills, with a strong ability to establish and maintain effective partnerships with internal and external stakeholders, including vendors, partners, service providers and business units.

For further information on this position please contact Jamie Nedved, Digital Talent Acquisition Lead via email Nedved.Jamie@abc.net.au

In line with our focus on diversity, applications are strongly encouraged from Indigenous Australians, people from a range of cultural and linguistic backgrounds, people with disability and LGBTIQA+ individuals. The ABC also aims to achieve a gender-balanced workforce.

For more information on inclusive employee networks within the ABC please refer to Life Page on ABC LinkedIn. 

For more information on working at the ABC visit abc.net.au/careers