Manager, It Service Delivery

Join our team as a Manager, IT Service Delivery responsible for managing the teams delivering customer support to the clients, including performance management, staff development and ensuring the job queue is effectively managed. The role will also deal with client issues escalated to it from team members and will have a strong focus on process improvement to achieve further efficiencies in Service Delivery.

Key responsibilities include:

• Adopt and promote sound cyber security practices in compliance with UQ’s Cyber Security Policy and according to cyber security procedures and standards developed by the University or Division

• Manage the team to meet its day-to-day operational key performance indicators and project management objectives.

• Ensure all aspects of human resource management are conducted effectively in accordance with University policies and procedures.

• Lead and maintain a culture of service improvement.

• Ensure escalated client issues are dealt with promptly and appropriately.

• Ensure SLA standards are met within the team and that job queues are managed effectively to ensure prompt and effective support for clients, particularly through the promotion of customer enabled service and remote support as first options.

• Undertake investigation, evaluation, and reporting on the delivery of improved processes, systems, tools, and standards, and implement improvements within the team.

• Manage interactions with Tiers 1, 2 and 3 support from other teams and service providers to ensure appropriate solutions are provided and a knowledge base maintained.

• Coordinate the project management of medium-sized information technology projects for clients, working closely with the Relationship Managers, other teams within ITS and clients to ensure delivery.

• Provide input to strategic plans within the Customer Support Services team and work closely with managers across the team to review the service impacts of these changes and manage the implementation and change aspects of agreed solutions or initiatives.

Essential:

• Qualifications and training equivalent to a postgraduate degree in IT or related field, or significant progress towards such qualifications, and extensive relevant experience; or an equivalent combination of relevant experience and/or education/training.

• Significant experience effectively managing and motivating a large diverse team of IT staff working in a centralised support model within a rapidly changing enterprise-level environment.

• Significant experience effectively managing, supporting and delivering desktop, mobile computing and/or audio-visual services in a tertiary environment.

• Significant experience working effectively with clients to resolve issues and deliver IT services and projects that meet client requirements in a timely and cost-effective manner.

• Experience managing within an IT Service Management methodology.

• Analytical skills sufficient to assess problems and propose appropriate solutions.

• Demonstrated experience developing and delivering service improvement initiatives in a diverse environment.

• Demonstrated commitment to delivery of outcomes, and a self-motivated, positive and enthusiastic approach to achieving goals through effective team and individual work.

• Organised and methodical approach to tasks.

Desirable:

• Experience in the higher education sector

• Formal ITIL V3 or above certification

You must have unrestricted work rights in Australia for the duration of this appointment and may be required to complete background checks including, criminal history and education checks.

For more than a century, UQ has educated and worked with outstanding people to deliver unparalleled teaching, learning and research excellence that creates positive change globally. Join a community where excellence is at the core of our culture, contributions are valued and a range of benefits and rewards are available, such as:

• 26 weeks paid parental leave or 14 weeks paid primary caregiver leave

• Annual salary increases in line with our enterprise agreement

• 17.5% annual leave loading

• Health and wellness discounts – fitness passport access, free yearly flu vaccinations, discounted health insurance, and access to our Employee Assistance Program for staff and their immediate family

• On campus childcare options

• Cheap parking (from just $5.75 a day)

• Salary packaging options

Should you wish to apply, please attach the following documents to your application:

• Cover letter addressing the ‘About You’ section above 

• Resume 

For more information about this opportunity, please contact Amanda Russell, Service Delivery Manager, Desktop Support Services, ********@uq.edu.au .

For application queries, please contact ******@uq.edu.au stating the job reference number (R-35070) in the subject line. 

Applications close 29 February 2024 at 11.00pm AEST (Job Reference Number - R-35070).

At UQ, our strength lies in our diverse colleagues. We're dedicated to equity, diversity, and inclusionv, fostering an environment that mirrors our wider community. We're committed to attracting, retaining, and promoting diverse talent. Reach out to ***********@uq.edu.au for accessibility support or adjustments.

If you are a current employee (including casual staff and HDR scholars) or hold an unpaid/affiliate appointment, please login to your staff Workday account and visit the internal careers board to apply for this opportunity. Please do NOT apply via the external job board.