Role Overview 

The Assistant Account Manager is responsible for leading the endtoend management of IT service delivery, ensuring highquality support for business users, and acting as the primary liaison between Technology teams, vendors, and senior stakeholders. This role oversees Service Desk operations, AV/VC service governance, and highseverity incident management while driving continual service improvement and alignment with the overall Technology & Digital strategy. 

Key Responsibilities 

1. Leadership & Strategic Ownership of Service Desk Operations 

• Provide leadership and strategic direction for enterprisescale IT Help Desk / Service Desk operations. 

• Manage service delivery performance including staffing, rostering, workload distribution, KPIs, and SLA outcomes. 

• Ensure the Service Desk operating model aligns with broader NAB Technology & Digital strategy. 

• Drive a customercentric service culture focusing on efficiency, accuracy, and proactive support. 

2. Advanced Incident, Problem & Major Event Management 

• Act as the senior escalation point for critical incidents affecting business operations. 

• Oversee incident response, rootcause analysis, and corrective action planning. 

• Lead major incident communications and coordination across technology teams and business stakeholders. 

• Champion continual service improvement across all IT processes, including problem management and postincident reviews. 

3. AV / VC (AudioVisual & VideoConferencing) Service Governance 

• Oversee the governance and service quality of AVVC services across:  

• Enterprise meeting rooms 

• Collaboration spaces 

• Executive conferencing rooms 

• Hybrid and remotework collaboration platforms 

• Ensure AVVC readiness for executive engagements, town halls, and businesscritical events. 

• Manage AV/VC vendors, set service standards, and monitor performance against SLAs. 

• Drive enhancements to collaboration technologies and user experience. 

4. Risk, Compliance & Stakeholder Management 

• Ensure all help desk and support activities comply with NAB security, risk, and regulatory requirements. 

• Provide clear, timely communication to senior stakeholders during incidents, changes, or service impacts. 

• Balance customerfirst service delivery with strict governance on data protection, access levels, and policy compliance. 

5. Vendor Performance Management 

• Manage endtoend performance of IT service vendors, ensuring SLA compliance and highquality delivery. 

• Conduct regular vendor reviews, assess performance data, and implement corrective actions where needed. 

• Drive accountability, contract adherence, and service excellence across all vendor touchpoints. 

6. Process Optimisation & Service Quality Improvement 

• Identify opportunities to streamline workflows, reduce friction, and enhance service desk efficiency. 

• Propose and implement initiatives to improve operational processes, user satisfaction, and support quality. 

• Leverage data and insights to drive continuous improvement across service delivery, incident handling, and user experience. 

• Promote adoption of automation, knowledge management, and bestpractice support frameworks. 

Qualifications & Experience 

• Bachelor’s degree in Information Technology, Computer Science, or related field. 

• 5–8+ years in IT service management, IT account management, or service desk leadership. 

• Strong background in ITILbased operations (ITIL certification preferred). 

• Experience managing critical incidents and enterprise IT support environments. 

• Solid understanding of networking, AV/VC technologies, and collaboration tools. 

• Proven vendor management and stakeholder engagement experience. 

Key Competencies 

• Leadership & people management 

• Stakeholder communication (including executive level) 

• Problemsolving & analytical thinking 

• Vendor management & negotiation 

• Service delivery excellence 

• Risk awareness and governance orientation 

• Strategic planning & continuous improvement mindset