Service Delivery Lead

Service Delivery Lead
Job No.: 658874
Location: Clayton campus
Employment Type: Full-time
Duration: Continuing appointment
Remuneration: $112,694 - $124,394 pa HEW Level 08 (plus 17% employer superannuation)

• Opportunity to play a critical role in the delivery of student services
• Use your strong leadership skills to inspire and empower a team of dedicated team leaders
• Excel within a supportive culture that brings out the best YOU!

At , work feels different. There's a sense of belonging, from contributing to something groundbreaking - a place where great things happen. We make tangible contributions because our is clear; to deliver positive economic, social and environmental impact in resolving the global challenges of our age.
At the core of achieving this purpose is the of our staff. We welcome and value everyone's contributions, lived experience and expertise. When you come to work, you can be yourself, be a change-maker and develop your career in exciting ways. This is why we champion an where everyone is supported to succeed.
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Monash Connect is a vibrant student contact centre that forms a key part of the Chief Information Officer portfolio. It provides these frontline services in partnership with a wide range of business units from across the University. Services we provide include the operation of Student Service Centres at all Australian campuses, along with student insights and retention services.
Striving for excellence at all times, we aim to continuously and significantly improve the quality of services Monash provides both internally and externally, by putting our customers - students, staff, researchers, alumni and industry - at the heart of our engagement and strategy. Our people are curious, embrace complex problems and ambiguity and cultivate teamwork, diversity and inclusion.
Monash Connect is the first point of contact for students, staff and the general public. It is an integral part of the University that links faculties and professional stakeholders of the University with each other. Monash Connect processes, validates and distributes information effectively and efficiently across the University displaying a consistent and unified appearance to the world. For more information about the range of services delivered by Monash Connect, please visit our .
The Opportunity
As the representative for Monash University, we at Monash Connect pride ourselves on bringing excellence to our customer service at all times. Servicing all current and future students as well as staff, we prioritise delivering outstanding results to each and every inquiry every time.
The Monash Connect's Service Delivery Lead provides a range of complex coordination and program management services to support the Service Delivery Manager in the delivery of frontline student and administrative services. This role is critical to the division, ensuring provision of excellent services that enhance both the student and staff experience.
The Lead manages escalated complaints, enquiries, and complex and sensitive matters and supports Team Leaders in providing guidance on complex performance management needs while overseeing the efficient allocation of resources across the Contact Centre teams.
The Service Delivery Lead is responsible for implementing strategic directives, driving internal projects, and meeting performance goals set by the Service Delivery Manager. This role has a focus on forging strong partnerships with faculties and other business units and strives to ensure Monash Connect is supporting faculties and university priorities through the provision of outstanding service and accurate and timely information.
To be a successful member of our team you will have:

• Demonstrated experience in leading, motivating and developing a team of professionals to deliver a culture of support, recognition and ongoing development
• Excellent operational management and project management skills with a commitment to providing outstanding service to customers
• A proven ability to identify and implement continuous improvements to existing practices with demonstrated experience in the interpretation of complex policies and provision of procedural advice
• Highly developed planning and organisational skills, with experience establishing priorities, allocating resources and meeting deadlines within a contact and service centre environment
• Highly developed analytical and conceptual skills including demonstrated ability to deliver positive solutions to complex problems
• Highly developed interpersonal and communication skills with the ability to negotiate, influence and build consensus at management levels
• Proven project management skills, with the ability to prioritise and manage multiple initiatives simultaneously

You will also have the flexibility to work outside of regular work hours (including evenings) in accordance with a rotational roster across 8:00 am to 8:00 pm Monday to Friday.
Diversity is one of our greatest strengths at Monash. We encourage applications from First Nations people, culturally and linguistically diverse people, people with disabilities, neurodiverse people, and people of all genders, sexualities, and age groups.
Be part of our story. Work with us to .
Whilst this role is worked on-site, we have a range of policies in place enabling staff to combine work and personal commitments more easily.
At Monash University, we are committed to being a Child Safe organisation. This position at the University will require the incumbent to hold a valid Working with Children Check.
To apply please submit a copy of your latest CV with a cover letter addressing your suitability for this role. A statement addressing the Key Selection Criteria is not required. Please refer to the Position Description and ' '.
Enquiries
Ms Teeghan Henderson, Service Delivery Manager - Monash Connect, +61 3 9905 0740
Position Description
Closing Date
Thursday 4 January 2023, 11:55pm AEDT
Please note: Monash University will be closed from Thursday 21 December 2023 until Monday 1 January 2024 inclusive
Supporting a diverse workforce