Applicant Login

Manager, Service Management Office

Apply now Job no: 498004
Work type: Full-time
Location: Sydney, NSW
Categories: Information Technology

  • One of Australia’s leading research & teaching universities
  • Vibrant campus life with a strong sense of community & inclusion
  • Enjoy a career that makes a difference by collaborating & learning from the best

At UNSW, we pride ourselves on being a workplace where the best people come to do their best work.

UNSW is currently implementing a ten-year strategy to 2025 and our ambition for the next decade is nothing less than to establish UNSW as Australia’s global university. We aspire to this in the belief that a great university, which is a global leader in discovery, innovation, impact, education and thought leadership, can make an enormous difference to the lives of people in Australia and around the world

About the role

  • Permanent role
  • Excellent salary

The Manager Service Management Office will be accountable for leading the development and delivery of customer focused service management processes and operational governance across UNSW IT. The strategy, processes and tools developed and operated within this area support not only UNSW IT but form the basis of customer service processes used across multiple divisions for UNSW.
The role of Manager Service Management Office reports to the Director - Business IT Services. The functions reporting to this role are: Service Management, Incident & Problem Management, Asset and Configuration Management, IT Change Management, Service Continuity Management, Service Delivery Analysis and Service Continuity Management.

Responsibilities (snapshot)

  • Lead and champion the development, delivery and continuous improvement of contemporary IT Service Management best practices across UNSW.
  • Plan, implement, manage, measure and improve IT Service Management processes and procedures, tools and techniques for monitoring and managing the performance of systems and services to ensure optimal business outcomes.
  • Ensure that appropriate service levels and service quality measures are developed and reported across UNSW IT that match industry benchmarks
  • Prepare complex Customer Service performance reports
  • Ensure that all services moving to production have appropriate client centric ‘Service Definitions’
  • Manage and set standards for UNSW IT’s catalogue of available services

About the successful applicant

  • Tertiary qualifications and/or significant experience leading a customer focused IT Service Management organisation within a large/complex organisation.
  • A strong customer service ethos, putting the customer at the centre of the services.
  • Demonstrated analytical and problem-solving skills that ensure that underlying problems are identified, and robust action plans are enacted.
  • Thorough knowledge and ability to analyse organisational needs and develop solutions that meet strategic and operational requirements.
  • Extensive experience transforming service delivery culture, processes and tools across a complex service delivery organisation.
  • Proven leadership and people management skills, with experience building effective high- performance cultures that improve service outcomes, develops and retains staff.
  • Strong interpersonal and communication skills with the ability to develop effective relationships and influence key stakeholders at all levels in the organisation.
  • Strong bias for action, and the ability to articulate and operationalise strategic plans and broad intent.
  • Significant knowledge and experience of contemporary trends and developments in IT Service Management (ITIL and SIAM) with a solid understanding of current and emerging issues.

Please address the selection criteria listed within the position description in your application  (Click here for full PD & Selection Criteria)
Please apply online - applications will not be accepted if sent to the contact listed.


Ralph Hitti, Talent Acquisition Consultant


T: 0466 201 395

Applications close: 21st Sept. 2020

Find out more about working at UNSW at your Faculty/Division web address

UNSW is an equal opportunity employer committed to diversity

Position Description

Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

Back to search results Apply now Refer a friend

Share this:

| More

Job Search

Refine Search