IT Sevices Lead/ Leader (Cebu)

Job Description
Role: IT Services Leader (Cebu)
Reports to: Services Director (AU)
Start: ASAP
About Bespoke Associates (BA):
Bespoke Associates is a growing IT Consulting house based on Gold Coast, Queensland. The business specialises in partnering with SME customers (5-200 staff) on their business growth journey. This involves the following services to our customers:
• Discovery and Health Checks on existing business systems/software.
• ‘IT Strategy’ consulting including; Strategy development and improvement Roadmaps with a focus on modern digital systems adoption/uplift.
• Introducing ‘frictionless’ technology solutions to support efficient business and growth – utilising modern cloud software platforms and small integrations as required.
• IT Project Management and Technical Implementation Consulting.
• Driving business process improvement.
• Capability uplift of internal client support teams (support processes and technical mentoring).
• Directly providing application software support services.
Our business model involves an experienced team of senior sales, project management and business analyst staff in Australia, and we are now establishing a core team of specialist technical delivery staff in Cebu. The Cebu team would initially be focused on technical implementation/configuration tasks as part of cloud-applications implementation projects. Direct communication between senior team members and our clients is likely. BA uses an ‘agile’ delivery methodology and integrated (onshore/offshore/client) delivery teams. Over time an application support capability will be added to the Cebu team based on client demand.
Our Customers:
BA has developed deep experience in servicing Recruitment Agencies’ requirements – businesses that provide permanent, temporary, and contract recruitment services in Australia. These customers have a range of software requirements including: marketing/socials, CRM, Recruitment ATS, Quoting, Onboarding/compliance, Rostering/Scheduling, Payroll, Invoicing, Telephony, desktop collaboration, Performance Reporting etc. Most customers run their businesses with a cloud-only software stack.
The Role:
This role is required to work with the BA management team to build and manage a start-up ‘offshore’ team of application specialist resources. It will be a ‘hands-on’ role requiring a blend of skills including team building and technical leadership.
This role will be actively mentored by the BA leadership team to grow their technical and management skills. It will suit an IT professional with 5 years experience keen to develop a management career in the IT Professional Services industry.
Duties:
• In consultation with the Services Director, build the IT Services Team in Cebu including; recruitment/on-boarding new staff, building local delivery processes and systems, maintaining delivery controls, status reporting, mentoring, line-management responsibilities for the team (eg. approving timesheets, leave).
• Day-to-Day leadership of the Cebu team delivery including; task planning, task assignment, tracking, issues resolution, running stand-ups, maintaining control systems, capturing IP and lessons to share with the wider team.
• Provide technical leadership in implementation projects including; configuration and troubleshooting of COTS software, data migrations, new feature investigations etc.
• Some direct interaction with customers is expected.
Selection Criteria:
• Experience with building/leading a small IT services team with high productivity and a great culture.
• Expertise in implementation, configuration or application support for commercial-off-the-shelf (COTS) cloud software – ideally; Recruitment ATS software, CRM software (Salesforce, JobAdder, Bullhorn, Vincere, etc), or similar
• Experience with IT helpdesk/ support/ project management software (eg. Zendesk, Atlassian, Basecamp, Monday)
• Experience with structured IT project and service delivery processes
• Experience with Agile ways of working would be excellent.
• Some programming or database migration (ETL) experience would be an advantage.
• Excellent communication and interpersonal skills.
Key cloud-based recruitment software packages include: Job Adder, Bullhorn, Vincere, FastTrack360, Salesforce. There are a host of supporting systems including Desktop Productivity, Telephony, Payroll, Invoicing, Automation, Reporting, GL/Finance systems also required to support end-2-end processing.