TechEx Manager

The main purpose of the TechEx Manager role is to lead Technology Experience operations and the delivery of best-in-class IT services across Australia, New Zealand, Singapore, and South Korea. Acting as a representative for the whole of IT, including infrastructure and functional teams, the role is accountable for ensuring consistent service delivery, operational excellence, and a high-quality end-user technology experience across multiple offices, business units, and operating companies. A key aspect of the role is to proactively develop and maintain strong relationships with customers, business stakeholders, and service providers across the region. The TechEx Manager is responsible for ensuring that business requirements are clearly understood, that IT strategies, plans, priorities, and initiatives are effectively communicated, and that workplace technology services are aligned to business needs. The role will provide leadership and coordination across Technology Experience operations, ensuring service performance, stakeholder engagement, and customer satisfaction within the areas of responsibility. The TechEx Manager will support the activation and adoption of global innovation programs across the cluster and drive the continuous review, improvement, and optimization of existing IT services and workplace technology solutions. The role is responsible for providing both strategic direction and tactical execution, leading regional teams and service partners to deliver business outcomes effectively. The TechEx Manager must ensure compliance with IT governance frameworks and policies, maintain alignment with all regulatory and operational requirements, and provide appropriate oversight and management of IT costs and investments. Essential Responsibilities Lead technology experience (TechEx) operations and service delivery across Australia, New Zealand, Singapore and South Korea, ensuring consistent support standards, operational excellence and service quality across multiple offices, business units and operating companies. Build long-term relationships with the business teams within his/her area of responsibility and ensure the communication of IT strategy, roadmap and plans to enable the business to have visibility of impacting activities. Work with business leadership and teams to understand business requirements for IT demand. Ensure that the Workplace Technology Support service provided is in accordance with SLA’s, with regular reporting on service quality and user experience, as well service improvement recommendations. Act as single point of contact (SPOC) for IT in the region – for escalations and future business plans or activities. Escalation points for urgent & critical IT issues, providing problem/issue management, with the ability to diagnose and resolve local IT issues Own regional operational risk management and major incident governance, coordinating global technology teams, business stakeholders and vendors to minimize service disruption and business impact Participate in third party vendor service reviews covering performance, SLA, VOC and Service Improvement initiatives. Drive standardization of regional technology services, processes and support models to improve consistency, scalability and operational maturity across all supported countries. Provide IT service vendor oversight for the key vendors supporting the Operating Companies and sites. Working closely with Outsourced WTS Desktop Support provider(s). Lead IT service reviews with the relevant business areas and take preventative action to ensure service levels are maintained at the appropriate level. Ensure IT services and systems are in line with global NBCU IT standards and policies. Establish and maintain good working relationships with key personnel in the different Operating Companies (OpCo’s) and sites. Provide regular management reporting on IT activities, business projects and initiatives to the International IT Service Management lead. Responsible for the project management of regional IT projects and initiatives, ensuring business initiatives are delivered on time and to budget and in line with business demands and drive alignment to standard support models. Advise on annual IT spend for the region, in line with Global and International IT and Business requirements and manage and actual costs within area of responsibility. Provide regional oversight of workplace technology infrastructure, UPS, audiovisual, collaboration technologies and end-user computing platforms Lead workplace technology planning and execution for office openings, relocations, consolidations and closures, ensuring seamless transition of technology services and business operations. Lead and develop a geographically dispersed regional TechEx team, including performance management, coaching, succession planning, workforce planning and capability development to ensure consistent service delivery and operational effectiveness