Service Centre Manager

• Prime opportunity to join our Digital Workplace team as Service Centre Manager.
• Permanent, full-time position in a central Hawthorn location.
• HEW 9+ 17% Super. Staff benefits include hybrid work and discount study fees.

About The Role

We’re looking for a dynamic leader to manage our IT Service Centre and Onsite Support teams and drive customer service excellence across omnichannel support. Reporting to the Associate Director of Digital Workplace Operations, you’ll oversee resources, processes, and escalations to ensure timely, high-quality service delivery.

Build an engaged, responsive team culture while mentoring staff and collaborating with stakeholders to embed best practices and strengthen relationships. If you’re passionate about service leadership and creating adaptive workplace environments, we’d love to hear from you!

About You

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

• Ensure the cost-efficient and effective management of Service Centre People, Process and Technology including managing the service performance of these areas
• Proactively monitor the operations of the service delivered by the Service Centre, and the ability to meet deadlines and manage multiple competing priorities effectively
• Undertake trend analysis activities, interpret data and produce meaningful management information which enables accurate operational decision making and assists to devise innovative business improvement
• Ensure priorities and delivery are aligned to IT strategy in support of the University goals; ensure team members understand their contribution
• Effectively manage, coach and develop staff to ensure they meet their role specifications by negotiating and agreeing on performance objectives with employees, setting goals that are challenging but achievable and regularly reviewing individual performance both formally and informally
• Actively manage functional operations of the Service Centre in a coherent and consistent manner, to ensure efficient and effective delivery of client focused support services
• Manage capacity modelling and forecasting activities, using data-driven insights.

For more information on this role, please refer to the job description.

Qualifications

• Postgraduate level qualifications (or progress towards) in information technology, information systems, and extensive relevant experience or equivalent combination of education & experience

About Swinburne University Of Technology

Swinburne’s strategy draws upon our understanding of future challenges. 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.

What We Offer You!

• Work your way with flexible working arrangements, including hybrid options and generous parental leave to support a balanced lifestyle.
• Exclusive staff discounts, including discounted Medibank health insurance, 50% off Swinburne courses and other partner offers.
• Swinburne offers 17% super and salary packaging options, including car leasing and extra super contributions.

Want to learn more? Head over to our benefits page !

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 [email protected] .

Applications Close: Tuesday 23rd September at 11.30 pm.

Swinburne offers flexible working options contained in our leave and parenting/carer policies to support work-life balance.

Diversity, Equity and Inclusion

Swinburne has become a world-class university, driving social and economic impacts through science, technology, and innovation. As a dual-sector university, our vision is for people and technology working together to build a better world.

Central to our vision is our commitment to diversity, equity, and inclusion. We pride ourselves on being an equal opportunity employer focused on attracting, retaining, and developing great talent. We work to remove barriers related to gender identity, culture, ethnicity, sexual orientation, disability, and age.

We strongly encourage applicants from diverse Aboriginal and Torres Strait Islander communities. Our Moondani Toombadool Centre leads our Indigenous education and culture at Swinburne, guided by community wisdom and leadership.

We support applicants with disabilities. Adjustments can be requested at any time during the recruitment process. For Reasonable Adjustment requests, including accessible formats for the PD, application form or any other document, please contact at [email protected] or call +61 3 9214 3550.

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.

As a Circle Back Initiative Employer, we commit to responding to every applicant.