# Associate Director, Service Delivery at Swinburne University of Technologyby | Apr 10, 2026**Swinburne University of Technology**OVERVIEW The Associate Director, Service Delivery at Swinburne University of Technology is a senior leadership role focused on ensuring the delivery of high-quality, student-centred administrative services. Reporting to the Director, Student Administration, the position combines strategic oversight with hands-on operational leadership. It plays a central role in driving service improvement, embedding a strong service culture, and ensuring services remain responsive to the evolving needs of students and the University. KEY RESPONSIBILITIES – Provide strategic and operational leadership to deliver high-quality, student-centred services – Drive a continuous improvement agenda across processes, systems, and service delivery – Identify and implement initiatives that improve efficiency and the overall student experience – Partner closely with IT and key stakeholders to prioritise and deliver enhancements to student-centred processes – Collaborate across the University to embed a strong service culture – Ensure services remain responsive to the needs of internal and external customers – Oversee day-to-day service operations – Ensure effective workforce planning, including resourcing and rostering – Enable teams to respond flexibly to changing demands with a focus on service outcomes and operational effectiveness REQUIREMENTS – Demonstrated ability to effectively lead and manage a small team focused on outcomes – Project management, quality assurance, and strategic planning skills – Extensive experience in managing service improvement and delivering high-quality services to a range of stakeholders – Experience leading and coordinating transformation and enhancement activities at small to medium scales – Demonstrated commitment to excellence in customer service, quality, and continuous improvement – An equivalent combination of relevant experience and/or education or training WHY THIS ROLE MATTERS This role is critical to maintaining and enhancing the quality of the student experience at a large, dual-sector university. By aligning service delivery with student and business needs, the Associate Director helps ensure that administrative services effectively support learning, progression, and engagement. The position also contributes to institutional agility by leading improvement and transformation initiatives in a complex higher education environment. BONUS: APPLICATION ADVICE – Clearly demonstrate your experience in service delivery leadership, using concrete examples of improvements you have led or implemented – Highlight your ability to work across functional areas, particularly your experience collaborating with IT and senior stakeholders – Emphasise workforce management experience, including how you have planned resources or led teams through change – Address your commitment to customer service and continuous improvement with specific outcomes or measures where possible – Ensure your cover letter directly responds to the listed key accountabilities and is tailored to a university or student-centred context – Allow time to review the position description carefully and align your CV language with the terminology used in the role descriptionTo apply for this job please visit .* International Higher Education* Hawthorn, Melbourne VIC* HEW 9 salary + 17% super GBP / Year
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