Influence the future of digital services at one of Australia’s leading universities. Shape how digital technology supports education, research and innovation Join a passionate team that values bold ideas, mutual respect, and continuous learning. We are seeking a dynamic and innovative Senior Service Delivery Manager to spearhead the end-to-end service delivery for the Core Technology Capability Area within our Digital Technology Solutions team. The Core Technology team is responsible for production and delivery services across a portfolio of products including Cloud & IT Infrastructure, Network Connectivity & Communications, Device Management, Financial Management, Human Resource Management, Research Administration Management, and Facilities & Estate Management. This pivotal role is designed for a visionary leader who is passionate about transforming service delivery through strategic leadership and agile practices. As a key player in both the Delivery team and Core Technology Capability Area, you will have the opportunity to drive significant change, ensuring our technology services are delivered with excellence and efficiency. The Role As the Senior Service Delivery Manager, you'll oversee the end-to-end delivery of IT services, ensuring they meet quality standards, align with the University’s strategic objectives, and support a high-performing, customer-focused culture. You’ll lead a dynamic delivery team, drive continuous improvement, and champion Agile and DevOps practices to optimise our services and technology stack. You’ll be responsible for: Leading the development and execution of service delivery strategies, plans and frameworks. Overseeing the planning and allocation of resources across service, product and project delivery. Driving process improvement initiatives, managing IT upgrades and enhancements, and ensuring service reliability. Leading and mentoring a high-performing team, promoting a culture of agility, collaboration and accountability. Establishing and maintaining strong partnerships with stakeholders, vendors, and internal teams. Monitoring performance through metrics, reporting and audit compliance. Ensuring alignment with security policies, compliance standards and governance frameworks. What We’re Looking For We’re after a strategic thinker and people-focused leader who can bring: Proven experience in service delivery and team leadership within complex IT environments and with Core Technology products including Cloud & IT Infrastructure, Network Connectivity & Communications, Device Management, Financial Management, Human Resource Management, Research Administration Management, and Facilities & Estate Management. A strong background in Agile and DevOps methodologies. Exceptional stakeholder engagement, communication, and negotiation skills. The ability to drive innovation and continuous improvement in service operations. A collaborative and customer-centric mindset with a focus on delivering high-quality outcomes. About our University The University of Newcastle stands as a global leader distinguished by a commitment to equity and excellence. Our vision is to be a world-leading University for our regions and creating a better future for our regions and the globe. Underpinned by this vision and our values of excellence, equity, engagement and sustainability, the University of Newcastle’s Looking Ahead Strategic Plan 2020-2025 outlines the University’s commitment to delivering an exceptional student experience and serving our communities. For more information click here – Our Uni. About the Unit Digital Technology Solutions delivers cutting edge, innovative and cost-effective digital solutions and services to the University’s staff and students to enable the delivery of excellence in education and research & innovation; and to support engagement with communities and partners. DTS is repositioning to be a technology integrator, broker, trusted advisor and innovator, enabling the University to deliver the New Futures Strategic Plan. What we offer In addition to working for a university that is breaking boundaries, discovering new ways of thinking and cementing a place as a global leader, we offer a range of benefits to our employees to ensure you balance your commitments, stay healthy and work effectively. These include: Flexible working arrangements (in line with the University’s Flexible Work Policy 17% super and salary packaging Additional University Holiday days, generous personal leave and parental leave, annual leave loading and additional purchased leave scheme Discounts in private health insurance, gym memberships, software, travel and more Wellbeing programs Your next steps Please visit here for a guide on how to apply for a role. If viewing this on a job board other than the University's please click ‘Apply’ to reach the University's website, where a copy of the Position Description can be accessed. Please download a copy before commencing your application. Your application must include: Your resume A cover letter outlining your motivation to apply for this opportunity A statement addressing the Essential Criteria listed below demonstrating your qualifications and experience with examples. Postgraduate qualifications and extensive relevant experience; or extensive management experience and proven management expertise in an Information Technology service delivery environment; or an equivalent combination of relevant experience and/or education and training Demonstrated extensive experience in multi-year planning, design, development and successful delivery of major technology programs to agreed quality, schedules and budgets in a large complex organisation Demonstrated leadership capability including ability to lead/inspire a team of professional staff to deliver exceptional outcomes Demonstrated capacity to deliver exceptional customer service with experience embedding improved service practices within a team environment Demonstrated experience in delivering process improvement including process mapping and data collection to inform improvement initiatives Highly developed organisational skills and demonstrated ability to identify and resolve service reliability issues Outstanding communication and interpersonal skills with demonstrated capacity to develop and implement delivery strategies and ability to negotiate and influence others to deliver on commitments To ensure that your application receives full consideration, it's important to structure and address the selection criteria outlined in the application process. This helps us better understand your experience and suitability for the role. We appreciate your attention to this matter and look forward to reviewing your application. Please upload your Cover Letter and response to the requested Criteria as one PDF document. Your Cover Letter and Response to the Essential Criteria should not exceed 4 pages (approximately 2,000 words). For specific position enquiries, please contact Cristina Romanin, Associate Director – Delivery (02) 4921 6491 or via email Cristina.Romanin@newcastle.edu.au Having Difficulties? Please reach out to us: employment@newcastle.edu.au Closing date: Sunday 18th May, 2025 11:59pm AEST We are excited to be Looking Ahead with you!