IT Service Lead
About this role
When 1400 people across 69-plus sites need IT to just work, they come to your team. We've just invested in ServiceNow, You'll be the one building on it.
About Vulcan
Founded in 1995, Vulcan has grown into Australasia's highest performing metals distributor and processor, with 1400 people across more than 70 sites in New Zealand and Australia. We got here by being relentless about doing things better, and by backing our people to make it happen
The opportunity
Here's the short version: you'll run our service desk, and you'll get to rebuild how we do IT service from the ground up.
Our recent move to ServiceNow is where this role really comes alive. You'll be the one driving the rollout of ITAM and CMDB across the business, overhauling how we handle end-user computing and procurement, and turning a solid service desk into a genuinely great one. It's a rare chance to leave real fingerprints on how a 1400-person business runs its IT.
We're a flat structure, which means no layers of sign-off between you and the work. You'll own it, you'll make the calls, and you'll see the difference you make.
What you'll do
- Lead and grow your team, backing them to deliver support people actually rave about
- Run the ticket queue like a well-oiled machine, with priorities, SLAs and escalations under control
- Be the person the tough tickets land on, and the one who gets them sorted
- Drive our ServiceNow rollout, standing up ITAM and CMDB across the business
- Overhaul how we do end-user computing (EUC) and procurement
- Own our vendor and partner relationships, from contracts to performance
- Hunt down the things that slow our people down, and fix them for good
- Team up with our infrastructure, network and applications crews to ship projects
What you'll bring
Essential
- You've led an IT service desk or support team, and people love working for you (that emotional intelligence is everything)
- You know your way around end-user and business tech, enough to lead from the front and get hands-on
- You handle vendors and third parties with confidence, contracts and all
- You communicate brilliantly, whether you're talking to an engineer or a non technical senior leader
- You don't just keep the lights on, you make things measurably better
Ideally
- You've worked with ServiceNow and you're genuinely excited to shape a growing platform
- You know ITIL or solid service-management practice
- You've thrived in a fast-moving, in-house IT team
Why Vulcan
We're down-to-earth, collaborative, not interested in bureaucracy. You'll also get:
- Flexible hours and the ability to work from home
- An onsite gym
- Paid learning and development, and real investment in your growth
- A genuine appetite for R&D and the latest tech, with the partners to match
Company at a glance
Since Vulcan's doors first opened in 1995, Vulcan Steel has been on a mission to shake up the steel and metal industry. Our goal? To be the go-to metals distributor for customers across Australia and New Zealand, offering the best service and top-notch products.
Vulcan has broadened its product offerings to include a diverse range of steel and metal products, from carbon steel to stainless steel, and everything in between, such as plate processing, coil processing, engineering steels, and aluminium. Our unwavering commitment to reliable service has driven our growth both organically and through the acquisition of well-established businesses. With over 70 branches throughout Australia and New Zealand and 1400+ employees across six business divisions, we are a leading force in the industry. Our extensive product range is used in every aspect of the economy, from the tiniest components in high-tech applications to large infrastructure and building projects.
Customer satisfaction is at the forefront of our priorities, and this is reflected in our consistently high Delivery in Full on Time (DIFOT) score in the high 90s. Our inventory levels are meticulously managed to ensure our customers always have access to the products they need. Our employees are empowered to make quick decisions in response to customer needs, and our transportation fleet, and quality products with traceability are just a few reasons why our customers trust us.
We have a unique non-hierarchical, single-status culture where everyone is encouraged and empowered to make their own decisions. This is a rare point of difference within our industry and a cultural foundation we're proud to maintain as we continue to grow. This flat structure keeps our business agile, efficient and extremely responsive and promotes a culture where all employees feel trusted, valued and fulfilled.
In 2022, Vulcan Steel took its place on the Australian Stock Exchange (ASX) and the New Zealand Stock Exchange (NZX).
Top Benefits
- Flexible hours
- Work from home
- Onsite gym
- Paid learning and development
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