Uncubed
   

APAC Service Desk Tech Lead

Deliveroo, Melbourne, Victoria, Australia

Your favourite restaurants, delivered fast to your door.


APAC Service Desk Tech Lead-  Enterprise Technology

 

Why Deliveroo?

When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us.

We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We’re a technology driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.

2022 is a year of continued rapid growth.  We're expanding our delivery coverage across Australia, and will be able to offer delivery services to thousands more restaurants in areas we've never before been able to.

 

 

What You'll Be Doing:

  • Building and coaching an operationally-focused APAC Service Desk Team of c.8 team members (including you) in Melbourne.
  • Ensuring the highest levels of customer experience in a collaborative environment with a keen focus on driving permanent solutions with workplace tech engineering.
  • Helping to build effective, visible and global team processes that enable high throughput.
  • Providing timely support to key stakeholders and customers.
  • Acting as an escalation point for production issues that may occur outside of standard working hours.
  • Coaching the team in troubleshooting, or escalating incidents as appropriate, in a timely manner while communicating clearly and proactively throughout the customer's experience until resolved.
  • Be an advocate representing Deliveroo colleagues to ensure each receives the best possible IT experience. 
  • Collaborate on company-wide initiatives and team projects.

 

Requirements:

  • Proven experience of coaching an operations-focused technical team.
  • Highly technical with ability to methodically troubleshoot an issue not encountered previously working collaboratively with other teams whilst retaining ownership of the issue.
  • A customer-obsessed mindset, doing what is necessary to delight our colleagues.
  • Comfortable communicating the right level of detail with excellent written and verbal skills.
  • A methodical and logical approach to problem solving with a sense of ownership.
  • Driven, self-starter without requiring close supervision, collaborative, comfortable adapting to change and learning quickly in a dynamic organisation.
  • Good understanding of ITIL / Service Management.
  • Knowledge of supporting End User platforms (laptops and SaaS such as Workday) at scale.
  • Experienced in problem management, getting to the root cause of incidents to reduce volume of incidents being raised and reducing user frustration.

 

We’re also interested in…

  • Exposure to supporting any of the following:
    • ZenDesk / ServiceNow
    • Google Workspace (G Suite)
    • Apple products
    • Workday
    • Slack
    • Windows 10
    • Chromebooks
    • Android
    • Jamf/InTune
    • AWS
    • Office networking 
    • Identity and Access Management
    • Python or any other programming language
  • Experience with AV and VC systems (especially Google Meet)
  • Experience in creating insightful dashboards based off valuable performance metrics
  • Relevant professional certifications (e.g. ITIL v3 or 4)

 

Benefits 

  • Become one of the key employees of a fast-growing, exciting startup changing the food delivery landscape
  • Open, respectful and fun company culture
  • Additional leave days for years of service 
  • Volunteering leave to support a charity of your choice 
  • Health & Wellbeing
    • Free access to HeadSpace
    • ClassPass corporate discount 
  • LinkedIn Learning Access
  • Free Deliveroo Plus - Free delivery and access to special offers
  • Amazing HQ offices located in Melbourne CBD
  • Excellent kit to enable working from home and a parent-friendly working culture
  • Enhanced Maternity & Paternity benefits
  • Quarterly celebrations with the wider team, end of year parties & regular social events

Our team is currently working from home in line with the current government advice relating to COVID19; benefits related to working from the office will be available when we return back to the office.

 

Life at Deliveroo

We are a growing team, with very large impact, seeking to answer some of the most interesting questions out there. We move fast, we’re always looking for new ideas and we’re very transparent about the decisions we make and why we make them.

 

There are so many questions we need to answer and plenty more we haven’t even encountered. How do data and technology help restaurants to grow as consumer habits change? How can we predict what someone wants to order for dinner long before the idea has even crossed their mind? At Deliveroo these are just some of the tough problems we are solving - and there is no challenge that cannot be yours. No solution is owned by a particular team, which means the scope for growth and personal impact is enormous.

 

Diversity and Inclusion

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

In 2018 we announced our decision to give every employee equity in the company. We did this because we wanted all of our employees, regardless of location, level or role to be owners and because we believe that this is the right thing to do. We believe this helps build a culture where everyone is committed and able to share in the company’s success.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing start-up’s around.

About Deliveroo

About us Deliveroo is on a mission to transform the way the world thinks about food delivery. It’s not a chicken chow mein and a night on the sofa anymore, it’s your favourite local restaurant, it’s a dinner party, a date. We’re four years in, and along the way our team have taken hundreds of ideas from brainstorms to global roll-outs, like Deliveroo Editions – bespoke kitchens designed to host a locally-curated selection of restaurants. Editions are our solution to ensuring that our customers have access to the best of the food-scene, no matter where they live. And that’s just what we’re like at Deliveroo, no compromise allowed and lots of food-inspired challenges to get your teeth into. Out-of-the-box thinking is actively encouraged and we move quickly to make great ideas happen. We’re energetic, fast-paced and blow off steam with free-for-all Friday lunches. It’s a formula that’s working too – we’re bringing great food to customers in 12 countries and over 100 cities.

Want to learn more about Deliveroo? Visit Deliveroo's website.