We are seeking an experienced leader in IT service management to enhance service delivery within our Digital Workplace Experience team. You will bring a strong track record in process analysis and improvement, along with excellent analytical and problem-solving skills. Your ability to work closely with stakeholders will be crucial as you ensure core service offerings are effective and aligned with our service management framework.

In this role, you will focus on optimising the synergy between processes, technology, and stakeholders, fostering collaboration for improved staff and student experiences. You will mentor operational managers and teams, facilitating the adoption of new business processes and best practices.

As a key member of the Service Management team, you will contribute to continuous improvement initiatives, utilizing agile tools to ensure successful project outcomes. You will manage selected operational processes while developing expertise across various disciplines to provide seamless coverage within the team.

Join us at Swinburne IT, where we leverage technology to simplify and transform operations, supporting the University’s strategic objectives and enhancing the overall experience for our staff and students.


About You
To be suitable for this role you will need to have experience in the below key accountabilities:

• Significant experience in designing a service management practice in a complex environment requiring the ability to develop, build, implement, improve, measure and report.
• Proven experience in running day-to-day IT service management processes.
• Proven ability to solve problems by applying sound judgement based on significant professional expertise, with the ability to make decisions to resolve specific issues.
• Demonstrated understanding of and practical experience in activating and improving IT service management processes.
• Excellent oral and written communication skills, including the ability to write high quality reports, and present information to technical and non-technical stakeholders.

Qualifications

• Postgraduate qualifications (or progress towards) with extensive relevant experience in a similar role, or extensive service management design experience and proven service management expertise, or an equivalent combination of relevant experience and/or education/training —essential
• Relevant industry certification in: ITIL, Process Analyst, Business Analyst, Agile, Process Improvement—essential

**This position is open only to applicants who have work rights in Australia


About Swinburne University of Technology
Swinburne Horizon 2025 draws upon our understanding of future challenges. With this new strategic plan, we choose to build Swinburne as the prototype of a new and different university – one that is truly of Technology, of Innovation and of Entrepreneurship. We are committed to a differentiated university proposition in education and research, so that:

• Every Swinburne learner gets a work experience
• Every Swinburne graduate gets a job
• Every Swinburne partner gets a tech solution
• Swinburne is the prototype of global best practice

The achievement of our 2025 moon shots depends on our capacity to work collectively, always, as One Swinburne.

To Apply
Please submit your CV and cover letter addressing your suitability for this position.
To review the Position Description and to apply, please scroll down to the bottom of the page.
If you are viewing this advert from an external site, please click ‘apply’ and you will be redirected to Swinburne’s Jobs website to access the Position Description at the bottom of the page.
Please Note: Appointment to this position is subject to passing a Working with Children Check.
If you are experiencing technical difficulties with your application, please contact the Swinburne Talent Acquisition Team on talentacquisition@swin.edu.au .
Applications Close: Sunday October 20th at 11pm.
Swinburne offers flexible working options contained in our leave and parenting/carer policies to support work-life balance.

Diversity, Equity and Inclusion
Swinburne University of Technology is dedicated to creating a varied, welcoming, and open learning and work environment that embraces diversity, promotes inclusion, ensures fair access to opportunities, and actively opposes bullying, discrimination, sexual harm, victimisation, and vilification. We appreciate every individual in our community, regardless of ability/disability, age, cultural and ethnic background, sex, sexual orientation, gender identity and expression, and family and relationship status. For further details on our efforts, please explore our Equity & Diversity website.

Disability and Reasonable Adjustments
Swinburne University of Technology actively supports and encourages individuals with disability to apply. We provide reasonable adjustments throughout the recruitment and selection process by ensuring that we cater to the access and participation needs of all candidates.
For a confidential conversation about your accessibility needs or to offer feedback on how we can enhance our recruitment processes to accommodate any adjustments you may require, please contact Swinburne’s Disability Confident Recruitment at DCR@swin.edu.au or call +61 3 9214 3550.

Science in Australia Gender Equity (SAGE) at Swinburne
Swinburne is enhancing gender equity and diversity, with a focus on science, technology, engineering, maths and medicine (STEMM), by participating in the Science in Australia Gender Equity (SAGE) program.
Swinburne University is actively engaged in improving representation and participation of women in STEMM fields, aiming to address ongoing gender inequity. As an inaugural recipient of the Athena SWAN Institutional Bronze Award, we have implemented our original SAGE Action Plan (2019-2021) and continue our commitment through the current SAGE Action Plan (2022-2025), focusing on meaningful actions to foster long-lasting change and advance gender equity and diversity in STEMM.

Aboriginal and Torres Strait Islander Applicants
We welcome and strongly encourage applications from Aboriginal and Torres Strait Islander people.
For any support please contact talentacquisition@swin.edu.au or for more information on our Indigenous strategies please follow the link to our RAP Reconciliation Action Plan
Victoria’s Commitment to Action: Improving international student employment outcomes
As a signatory to Victoria’s Commitment to Action, Swinburne seeks to remove barriers to international graduate employment. We welcome and encourage applications from international graduates.
We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant