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About the Role
We are seeking an experienced Manager Digital Workplace Services to lead the delivery, performance, and continuous improvement of workplace technology services across RSL LifeCare. Reporting to the CIO, you will lead our Service Desk and End User Services teams, ensuring employees have the technology, support, and digital tools they need to work productively, securely, and effectively. This role will play a key part in transforming our technology support model from reactive service delivery to a proactive, customer-focused, and data-driven function that enhances workforce productivity and employee experience. This is an excellent opportunity for an experienced technology leader passionate about service excellence, continuous improvement, and delivering outstanding digital workplace experiences.
Responsibilities
- Lead the delivery and continuous improvement of Service Desk and End User Technology Services across the organisation.
- Develop and implement strategies that improve employee productivity, technology adoption, and digital employee experience.
- Drive the transition from reactive support to proactive service management through analytics, automation, and continuous improvement initiatives.
- Establish service standards, governance frameworks, and performance measures that support business outcomes.
- Champion customer-centric service delivery and continually improve employee satisfaction and service performance.
- Lead automation, self-service, and AI-enabled support initiatives that improve efficiency and reduce manual effort.
- Build strong relationships with stakeholders across the organisation and act as the key escalation point for workplace technology services.
- Manage strategic technology vendors and service providers, ensuring service levels, value, and performance expectations are achieved.
- Provide meaningful reporting and insights to support decision-making, service optimisation, and technology planning.
- Lead, coach, and develop a high-performing team while fostering a culture of accountability, collaboration, and innovation.
Requirements
- Relevant qualifications in Information Technology or a related discipline, or equivalent experience.
- Proven experience leading Service Desk, Digital Workplace, End User Computing, or IT Service Management teams.
- Strong understanding of ITSM frameworks, service governance, and customer-focused service delivery.
- Experience driving service transformation, operational improvement, and continuous improvement programs.
- Demonstrated success leading teams and delivering high-quality technology support services in medium to large organisations.
- Experience leveraging analytics, insights, and employee feedback to improve service outcomes and workforce productivity.
- Experience implementing automation, self-service capabilities, and AI-enabled service solutions.
- Strong stakeholder engagement and influencing skills with the ability to work across all levels of an organisation.
- Experience managing service providers, vendors, and commercial agreements.
- Strong leadership capability with a passion for coaching, mentoring, and developing people.
- Excellent communication, reporting, and presentation skills.
- A valid Police Check and/or NDIS Worker Screening Check, as required for the role.
Location
- North Sydney
Education Level
- Relevant qualifications in Information Technology or a related discipline, or equivalent experience.
Salary/Compensations
- Salary packaging benefits of up to $15,900 per year through our not-for-profit status.
Benefits
- Salary packaging benefits of up to $15,900 per year through our not-for-profit status.
- Access to Maxxia Rewards, with discounts across hundreds of leading retailers.
- Fitness Passport membership.
- Universal Parental Leave.
- 17.5% leave loading on annual leave.
- Ongoing opportunities for professional development and career growth.
About the Company
- At our core, RSL LifeCare provides care and services to veterans and seniors who live in our communities or are receiving support at home.
- Our vision of creating proud communities living their best lives is at the heart of everything we do as we continue to build upon our legacy of supporting veterans and their families for more than 100 years.
Equal Opportunity
- Our values guide everything we do: Do the Right Thing, Aim Higher, Care from the Heart, and Act as One Team.
- We value diversity and inclusion and welcome applications from people across our community, particularly veterans, current and former ADF personnel, their families, and Aboriginal and Torres Strait Islander peoples.
- We are committed to creating a workplace where everyone feels safe, respected, valued and heard, regardless of gender, sexual orientation, ethnicity, age or disability.