End User Experience Team Lead

The Opportunity

At APA, our purpose is to secure Australia’s energy future. We’re not doing it alone. We’re doing it with our customers and communities as Australia’s energy infrastructure partner, a role our unique experience and expertise positions us to play.

End User Experience Team Lead

Are you an experienced leader who is passionate about delivering exceptional technology experiences? We're looking for an experienced leader who is passionate about service excellence and customer experience to lead the delivery of our Service Desk, Tech Bars, Executive & VIP Support Services.

In this role, you'll be responsible for delivering a seamless, high-quality support experience while driving operational excellence, developing a high-performing team and continually improving the way employees engage with Technology. You'll partner across the organisation to enhance service quality, simplify support, and ensure our people receive reliable, responsive, and customer-focused technology services.

What You'll Do

• Lead the delivery of End User Services, including Service Desk, Tech Bars, Executive & VIP Support, and meeting room technology services.
• Lead, coach, and develop teams, fostering a high-performing, customer-focused culture built on accountability, collaboration, and service excellence.
• Drive customer satisfaction, first contact resolution, service quality and operational performance through strong leadership and continual improvement.
• Lead workforce planning, resource allocation, and operational governance to ensure services consistently meet business demand and agreed service levels.
• Champion Shift Left by increasing frontline capability through knowledge management, self-service, automation, and continual capability uplift.
• Lead operational response to major incidents impacting end-user services, ensuring effective coordination, communication, and timely restoration of services.
• Partner with Technology teams, business stakeholders, vendors, and managed service providers to improve end-to-end service delivery and eliminate recurring customer pain points.
• Use service metrics, operational insights and customer feedback to identify trends, improve service performance, and enhance the employee technology experience.
• Ensure End User Services operate in alignment with Technology governance, Service Management practices and organisational priorities.

What You'll Bring

• Significant experience leading end-user technology support functions within a medium or large enterprise environment.
• Demonstrated success leading multiple customer-facing support teams and developing high-performing leaders and technical teams.
• Proven experience delivering operational excellence across Service Desk, Tech Bar, Executive Support, or broader End User Services.
• Strong operational leadership skills, including workforce planning, service delivery, performance management, and resource optimisation.
• Experience driving customer experience improvements, service transformation and continual improvement initiatives.
• Sound understanding of ITIL Service Management practices, including Incident, Request, Knowledge and Problem Management.
• Strong stakeholder management and communication skills, with the ability to build trusted relationships across all levels of the organisation.
• Demonstrated ability to make sound operational decisions, balance competing priorities and lead teams through high-pressure situations.
• Experience managing vendors and service partners to deliver agreed service outcomes.
• ITIL 4 Foundation certification (or equivalent experience).

Desirable

• ITIL 4 Managing Professional or similar advanced certification.
• Experience with ServiceNow or another enterprise IT Service Management platform.
• Experience leading geographically dispersed teams.
• Knowledge of Microsoft 365, Intune and modern workplace technologies.

Working at APA

At APA, we’re committed to fostering a safe and inclusive workplace where you can achieve your best.

We offer targeted career development programs designed to accelerate your career, competitive remuneration, employee benefits, flexible working arrangements, and wellbeing initiatives are all part of what we’ll offer you. Our inclusive parental leave policy offers 18 weeks of leave, including superannuation, to support parents at work and in life.

We employ around 2,000 people across Australia and are committed to building a high-performing, customer-focused organisation where everyone feels safe, valued, and trusted to perform at their best.

We are APA

At APA, we’re taking on one of Australia’s greatest challenges:​ the energy transition.​ We’re not doing it alone. We’re doing it as Australia’s energy infrastructure partner, a role our unique experience and expertise positions us to play.​

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We proudly own, operate and manage a diverse $20 billion portfolio of assets which deliver essential services to communities and customers across Australia. And we own more than 15,000 kilometres of gas pipelines which deliver energy to households and businesses across every corner of Australia.

As the partner of choice in delivering infrastructure solutions for the energy transition, we’re focused on bundled remote grid energy solutions, electricity and gas transmission, and future energy, including hydrogen and carbon capture and storage.

Our customer focused approach means we understand our customers and offer them reliable, innovative, and cost-effective energy solutions that support their decarbonisation ambitions.

We are committed to securing Australia’s energy future by delivering infrastructure solutions for Australia’s energy transition and supporting the decarbonisation ambitions of our customers and communities.

Join our team and be part of securing Australia’s energy future. We’d love to hear from you.

APA is an equal opportunity employer. The safety, health and wellbeing our people, community and environment a priority. We embrace diversity in our people to ensure our workforce is representative of the communities that we operate in.

Applicants must be eligible to work in Australia to be considered.

This vacancy works with critical APA data, systems or infrastructure and candidates are subject to background vetting (including Police checks) before & during employment.

Role closes on Saturday, 5 September 2026. Role Reference Number: JR4778

APA Group will not accept unsolicited resumes from recruitment agencies.

We will contact successful candidates after the closing date.