IT Service Lead

When 1400 people across 70-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

Requirements

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

Benefits

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