About the role:
The End User Computing (EUC) Team are responsible for delivering high-quality technical support and service management for end-user computing devices and applications to executives and business teams both onsite at the Rowville support office and remotely across the Asia Pacific region. This role ensures the reliable operation and availability of IT services for a diverse network of over 500 stores, warehouses, and offices.
We are currently seeking an experienced EUC Manager to lead this team. In this role, you will be responsible for overseeing day-to-day operations, driving service improvements, managing escalations, and leading a team of skilled technicians to deliver an exceptional support experience across the business. Your leadership will be key to ensuring high service standards, operational efficiency, and alignment with broader IT and business goals.
Key Responsibility Areas
Escalation & Incident Management
- Act as the primary escalation point for critical EUC issues, ensuring incidents and vendor/customer queries are resolved within SLA timeframes.
- Lead and oversee incident, request, problem, and change management processes to minimise service disruptions and improve first-time resolution rates.
Operational Process & Documentation
- Design, streamline, and maintain operational workflows, SOPs, and team documentation to drive efficiency and ensure up-to-date knowledge sharing.
- Regularly review and update knowledge bases to support consistent service delivery.
Systems Monitoring & Performance Reporting
- Manage proactive health monitoring and automation tools to minimise downtime and ensure high availability of EUC systems.
- Deliver monthly reports highlighting performance metrics, SLA compliance, trends, and customer satisfaction insights.
Service Delivery & Continuous Improvement
- Identify and implement continuous improvement initiatives to enhance the quality and efficiency of EUC services.
- Support the integration of new services, systems, and acquired businesses into the EUC environment.
Technical & Operational Leadership
- Maintain expert-level knowledge of EUC systems, including Windows, iOS, hardware, and peripheral ecosystems.
- Oversee hardware lifecycle management and ensure accurate tracking via the CMDB.
- Lead the rollout and integration of new technologies, including software and hardware solutions.
- Ensure alignment with compliance standards and global security protocols, including patching, SOX, and license management.
- Monitor EUC budget and expenses, driving cost optimisation.
Collaboration & Stakeholder Management
- Build strong relationships with internal IT, business stakeholders, vendors, and service providers to align EUC support with strategic needs.
- Collaborate with project managers and global IT teams to ensure consistent processes, tools, and service standards.
- Drive seamless EUC support integration during business acquisitions and transitions.
Governance & Strategic Oversight
- Lead governance activities including SOX compliance, Change Advisory Board engagement, and risk mitigation planning.
- Define and communicate strategic EUC direction, aligned with emerging technologies and evolving business needs.
About you:
- Graduate diploma in Information Technology or equivalent
- 5+ years’ experience working in a Senior Management Role with multiple disciplines
- Proven ability to successfully lead and manage a highly technical team in a corporate environment
- Proficient in time & priority management
- Skilled in the use of ServiceNow for IT Service Management & CMDB Management
- Experience managing and supporting multiple platforms (Windows, iOS)
- Excellent knowledge of Windows Operating system & corporate applications
- Expert in creation of Knowledge Base articles & maintaining documentation for technical and non-technical staff
- Exceptional written & verbal communication skills
- Capable of forming and maintaining positive and productive working relationships
- Experience managing vendor relationships to optimise cost and efficiency
- Experience in lifecycle management of end-user IT hardware and accessories
- Experience managing escalations from both internal stakeholders and external vendors
- Ability to assist in onboarding/operationalisation of new acquisitions or solutions
Some of the reasons we love working at GPC:
- Part of a global organisation, yet you feel part of a family
- Successful, stable, growing business
- Support iconic and emerging Australian brands: Repco, NAPA, AMX, Sparesbox and more
- Strong rewards & recognition programs
- A supportive team environment, where we work with supremely talented people
- Access for team members and their families to our Employee Assistance Program
- Career development and internal employment opportunities across the group
- We proactively support our working parents in a variety of meaningful ways, and our parental leave top-up allowance is one of the ways we do this
- Paid volunteer leave allowing you to give back to your chosen charity/community organisation
- Access to GPC’s exciting employee platform MOVE, unlocking amazing discounts at top retailers, business announcements, e-cards and our employee recognition program, plus so much more!
GPC Asia Pacific
Movement is in our DNA. We are GPC Asia Pacific: one of the largest industrial and automotive aftermarket parts and service suppliers in Australia, New Zealand and South East Asia. Our iconic brands include Repco, NAPA, McLeod Accessories and Motion Industries.
Yet we are more than just a parts and service company. We propel people forward.
With over 8000 team members in Asia Pacific, and 60k+ globally, being part of Genuine Parts Company won’t leave you standing still. Reach is key to our success. Learn more about our business online at www.gpcasiapac.com
Send your CV to our Careers Team by clicking APPLY!
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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.
