Global Service Desk Lead - AI-Driven ITSM & Automation

Job Description

Lead the transformation of Credit Corp's global IT Service Desk, driving AI-enabled service delivery, automation and exceptional employee experiences while shaping the future of technology support across a growing international organisation.

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Why Join Us?

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• Lead a globally connected Service Desk and play a key role in delivering a major ITSM and AI transformation initiative.
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• Work with modern technologies including Microsoft 365, Azure Entra ID, automation platforms and AI-enabled service management tools.
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• Enjoy the stability of an ASX-listed organisation, opportunities for ongoing career growth, and flexible hybrid working arrangements.
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Role Purpose

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Reporting to the Head of Infrastructure and Telecommunications, the Service Desk Manager will lead Credit Corp's global Service Desk function, ensuring the delivery of high-quality, customer-focused IT support across Australia, the United States and the Philippines. This role is responsible for driving operational excellence, uplifting service maturity and creating an exceptional employee technology experience through strong leadership, governance and continuous improvement.

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This is a unique opportunity to lead a significant transformation program as Credit Corp invests in a new AI-enabled ITSM platform. Working closely with business leaders, technical teams and external partners, you will help shape the future of IT service delivery through automation, self-service capabilities, AI-driven support and modern service management practices. Your leadership will directly influence service quality, operational efficiency and how technology supports our people across the organisation.

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Key Responsibilities

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• Lead the global Service Desk function, driving service excellence, customer satisfaction and consistent delivery of high-quality support services.
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• Shape and execute the Service Desk transformation roadmap, including the implementation and optimisation of AI-enabled ITSM capabilities, workflow automation and self-service solutions.
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• Establish and enhance ITIL-aligned service management practices across Incident, Request, Problem, Knowledge, Access and Asset Management disciplines.
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• Develop and mentor a high-performing team by building capability, fostering accountability and creating a culture focused on continuous improvement and customer outcomes.
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• Partner with business stakeholders, technology teams and external vendors to improve service performance, strengthen governance and deliver measurable improvements in operational efficiency.
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What We're Looking For

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• Significant experience leading a Service Desk, End User Services or technical support function within a medium to large enterprise environment.
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• Strong technical knowledge across Microsoft 365, Azure Entra ID, identity and access management, endpoint management and enterprise support services.
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• Demonstrated experience implementing, optimising or maturing ITSM platforms such as ServiceNow, Freshworks, HaloITSM or Jira Service Management.
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• Strong understanding of ITIL service management principles, with a track record of driving service improvements, automation and operational maturity.
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• A collaborative and people-focused leadership style, with the ability to build trusted relationships, influence stakeholders and develop high-performing teams.
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What's In It for You?

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This is an opportunity to make a visible impact across a global organisation at a pivotal point in its technology transformation journey. Within your first 6 to 12 months, you'll help deliver a new AI-enabled ITSM platform, enhance Service Desk capability and embed modern service management practices that improve both employee experience and operational efficiency.

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You'll join a supportive technology leadership team where your ideas and expertise will directly influence service strategy, innovation and business outcomes.

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• Flexible hybrid working and a strong focus on work-life balance.
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• Competitive salary and comprehensive benefits package.
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• Opportunity to lead AI, automation and service transformation initiatives with enterprise-wide visibility and impact.
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• Ongoing development and career growth within a stable ASX-listed organisation.
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We offer a range of benefits, including wellbeing support through EAP and gym discounts, health insurance benefits, novated leasing options, member rates for car share providers, a relaxed dress code and complimentary breakfast snacks and fresh fruit in the office.

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About Us

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Credit Corp is Australia's largest provider of sustainable financial services to the credit-impaired consumer segment. We are an ASX-listed company with over 2,400 staff across Australia, New Zealand, the USA and the Philippines. We work closely with regulators to provide sustainable financial solutions with the objective of improving our customers' circumstances as a pathway to mainstream financial inclusion.

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The diversity of our people is core to our ability to innovate, grow and achieve great outcomes for our people, customers, shareholders and the community. We are committed to creating an inclusive workplace that reflects the communities in which we operate and encourage applications from people of all backgrounds.

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We are also committed to improving employment opportunities for Aboriginal and Torres Strait Islander peoples and encourage applications from Aboriginal and Torres Strait Islander descent.

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