Slater and Gordon Lawyers are a leading personal injury and class actions law firm where every member of our team has a shared passion for our clients.
We are people caring for people.
Our commitment to our people includes offering genuine work‐life balance, with a hybrid work environment that allows them to split their time between home and the office.
We recognise and reward high performance and have outstanding employee benefits including a week of shutdown leave, paid parental leave, extra‐long service leave and various ongoing learning and professional development opportunities.
About The Role
The Workplace Technology Manager will lead our journey toward a workplace of the future whilst delivering a seamless and efficient IT experience across the firm and driving IT service management.
This includes managing the service desk, overseeing incident management and driving continuous improvement.
The person will have deep experience in IT service management and a strong focus on end‐user satisfaction, enhancing service quality while optimising operational efficiency.
The role will be accountable for process optimisation across their immediate team and the wider technology function as a whole with a focus on cost to serve and process re‐engineering.
They will be a key face of technology out into the business at all levels from executive through to the team, bridging the gap between users, IT service teams and the broader business, ensuring technology services not only meet operational needs but also drive engagement and productivity.
Key Responsibilities
Set and drive a clear strategy to build the workplace of the future for our people so they can do the high‐value work we employ them to do.
Relentlessly drive the uplift of user experience and implement technology and tools that enable a workplace of the future for our people and teams both in the office and remotely.
Drive AI solutions and adoption within the team and through the wider business to accelerate user experience uplift and enhance service delivery.
Lead and coach IT support teams to ensure timely incident resolution,



request fulfilment and consistent adherence to SLAs.
Act as a liaison between frontline support and Level 3 engineering teams to expedite resolution of complex technical problems and minimise service disruptions.
Oversee the end‐to‐end delivery of end‐user services, ensuring SLA compliance, service quality and user satisfaction.
Serve as the primary point of contact for IT service performance, reporting and escalation management.
Own and manage the end‐to‐end incident management process to ensure timely resolution and root cause analysis.
Drive process standardisation, documentation and knowledge management practices.
Identify and implement process changes with a focus on reducing cost to serve and operational cost.
Engage effectively and deeply with all levels of the business with a people‐centric mindset, to ensure trust is built, end‐user experience is optimised and that service operations and the whole of technology are engaging effectively.
Govern the change management process to ensure changes are evaluated, approved and implemented with minimal risk to business operations.
Chair Change Advisory Board (CAB) meetings and facilitate impact assessments and scheduling.
Ensure post‐implementation reviews are conducted and work with engineering teams to ensure lessons learned are applied.
Build and mentor a high‐performing, diverse team with strong capabilities in service delivery, end‐user support and process improvement.
Foster a culture of innovation, accountability and continuous improvement.
What Will You Bring?
Minimum 5 years' experience leading teams and technology service management functions in small, medium or large enterprises.




Minimum 5 years' experience in portfolio planning and initiative delivery.
Ability to manage competing priorities and deliver across multiple strategic and operational objectives.
Excellent written, verbal communication and interpersonal skills.
Strong analytical and reporting capabilities.
Process mapping and re‐engineering.
Extensive working knowledge of ITSM tools such as ServiceNow or JIRA JSM.
High‐level attention to detail and analytical capability.
Demonstrated ability to work under pressure and to tight deadlines.
ITIL v4 (desirable).
Domain knowledge of plaintiff legal firm practices and processes (desirable).
Strong knowledge of ITIL framework (desirable).
Technical skillset across Microsoft stack, including Azure, O365 and Microsoft meeting‐room hardware/software (desirable).
At Slater and Gordon, we are committed to helping our clients unlock justice and to creating a workplace where our people can do their best work.
You will join a cooperative national People team that values openness, accountability and continuous improvement.
To be eligible for this position, you must be an Australian citizen, a permanent resident, or hold a valid visa with full and unrestricted working rights in Australia.
Proof of work rights will be required as part of the Slater and Gordon application process.
Acknowledgement of Country
Slater and Gordon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community.
We pay our respect to their elders past and present and extend that respect to all First Nations peoples today.
Diversity + Inclusion
Slater and Gordon is an equal‐opportunity employer and is committed to creating an inclusive workplace that values diversity and ensures equal opportunities for all.
We do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age or any other legally protected attribute.
If you require reasonable adjustments throughout the recruitment process, please let us know in your application.
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📌 Workplace Technology Manager (Melbourne)
🏢 Slater and Gordon Lawyers
📍 Melbourne