Innovation Product Engineer

Lendlease is a globally integrated real estate and investment group with a core expertise in shaping cities and creating strong and connected communities. We create award-winning urban precincts, new communities for older people and young families just starting out, retail precincts, and workplaces to the highest sustainability standards. Being bold and innovative characterises our approach and doing what matters defines our intent.

We currently seeking an Innovation Product Engineer for Project Leapfrog to lead innovations, solutions and prototyping within Asia, reporting to the Regional Chief Information Officer.

Typically may include:
- Advanced stakeholder management, customer satisfaction, governance, service review meetings, performance reporting, (may include budget and P&L management) etc.- Lead and empower the team to work with cross-functional teams, influencing at a business unit level.- Provide and/or lead group or individual training sessions, inductions and presentations to ensure education, awareness and satisfaction (to customers, service & technology teams, key stakeholders etc).- Establish and/or utilise performance metrics, monitoring, analysing and tracking service performance to ensure targets are met or exceeded, and identifying continuous improvement opportunities and insights.- Provide leadership, governance and collaboration to ensure commercial and operational relationships with vendors and trusted partners are financially viable and deliver quality service to customers.- Ensure all services provided comply with industry standards, best practice and regulatory requirements.- Ensure effective risk and issue management, leading the escalation and resolution of issues where required.- Manage development, maintenance and publishing of documentation and knowledge base articles.
- Service Delivery:_- Own delivery of a globally aligned service that underpins and facilitates business objectives, ensuring local needs and future pipeline & changes are met.- Draw upon advanced knowledge and experience of the Lendlease business, be the customer’s trusted advisor and advocate, actively working to improve the speed, reliability, quality and cost benefit of service delivered.
- Customer Success:_- Product and service roll-out, adoption, awareness and support.- Drive retention and growth among customers, evaluate and understand adoption trends and business needs.
- Customer Support:_- Provide senior L2+ remote and face to face support (including troubleshooting, issue resolution, project site work etc).- Manage, plan and action each ticket through to resolution.
- Service Management:_- Deliver best practice process definition, design, re-engineering, implementation, management and improvement of current/to-be processes.- Advanced level Service Management tool SME input into Tool functional capabilities and roadmap enhancements.

To be successful in this role it is desirable, but not essential to have;- Experience in service related role.- A degree or certification or qualification or equivalent experience in Information Technology, Business or similar preferred.- Extensive experience in delivering service and understanding of business, customer context and how best to deliver value and customer outcomes- Service mindset, proven experience at forming customer relationships, deep understanding of customer business, challenges, drivers, challenges- Extensive training, education, adoption skillset - able to relay technical information in easy to understand, digestible manner, ability to see customer perspective.- ITIL qualifications, extensive experience at managing and implementing processes, tools, including continuous service improvement.- Advanced technical knowledge of products, technical end user support capabilities

Lendlease is a globally integrated real estate group with core expertise in shaping cities and creating strong and connected communities.

For more than 60 years, we have created thriving places. Safety is always our first consideration, boldness and innovation characterise our approach and doing what matters defines our intent.

We love a challenge and solving problems. Our clients come to us when it’s important: to handle complexity, drive diversity, offer strategic and long-term value, and to create innovative solutions.

Lendlease is a diverse, flexible and inclusive employer of choice. We engage, enable and empower our people. Inclusion sets us all up for success.