Total remuneration range $149,914 to $158,607 pa Full-time continuing appointment (36 hours/week) Toowoomba, Springfield or Ipswich campus At UniSQ, Australia's leading regional University, we're committed to innovation, excellence and providing an exceptional experience for our students and staff. Our ICT Client Support team plays a vital role in delivering high-quality, proactive services to ensure a seamless ICT experience across all UniSQ campuses.
As we enter a period of transformation and innovation, we're looking for a dynamic Service Delivery Manager to lead our ICT contact centre to ensure our support processes, incident management and resolution delivers an exceptional standard of service across the University.
Who you are You're an agile, innovative leader with a passion for service excellence and process improvement. You bring a wealth of experience in ICT service management within a large organisation and have a track record of successfully leading teams. You thrive in collaborative environments, with a clear focus on delivering results and driving continuous improvement.
What you'll do Reporting to the Director (ICT Operations), you will be responsible for leading the management of the ICT contact centre ensuring the seamless delivery of ICT incident response, customer contact both inbound and outbound and ICT service delivery engagement across all UniSQ campuses.
Your initial key priorities will include:
Process Improvement: Evaluating and identifying current processes for ICT Client Support Service delivery and delivering a roadmap on how to improve service quality and function. Team Leadership: Uplifting and promoting the existing subject matter experts and champions in ICT Client Support. Service Evaluation: Undertaking an evaluation of current services to ensure effective support processes and offer insight in collaboration with other areas of ICT. Operational Excellence: Leading the development of a new ICT Client Support call roster, ensuring effective delivery of contact with UniSQ customers and stakeholders. What will help you succeed Together with your relevant qualification, you will have extensive industry experience in ICT service management within a large organisation and have proven experience in leading and empowering a team of professionals to excel. You will also have:
Proven experience in leading and implementing process and technology improvements. Exceptional communication skills and an ability to liaise effectively with a broad range of internal and external stakeholders. A commitment to working as part of a high-performance management team, with a shared commitment to outcomes and goals within ICT and across the university. To be considered for this position, you will need to have the right to work in Australia. *If based at our Springfield or Ipswich campus, there will be a requirement to travel to the Toowoomba campus 1 to 2 times per week.* Term: Full-time continuing appointment (36 hours/week)
Salary: Total remuneration range $149,914 to $158,607 pa (includes salary range of $126,670 to $134,016 pa, employer super contributions of 17% and annual leave loading)
Closes: Wednesday, 8 January 2025 at 11:30 pm (AEST)
At UniSQ we are united by our core values of Respect, Integrity and Excellence, which guide our daily actions and decision-making.
If you know that this role is right for you, please submit your current resume together with a two-page (maximum) statement, outlining your skills and experience relative to 'Who we're looking for' in the position description. For more information on our selection process please refer to your recruitment journey available on our website. Click Begin at the bottom of this page to register with USQ's Online Application System #J-18808-Ljbffr