Associate Director, Service Delivery

• Join the dynamic and innovative Swinburne Student Administration team
• Fulltime, 14-month fixed-term position at our Hawthorn campus
• HEW 9 salary + 17% super

About the Role

Reporting to the Director, Student Administration, this role provides strategic and operational leadership to ensure the delivery of high-quality, student-centred services. It is responsible for driving a continuous improvement agenda, identifying opportunities to enhance processes, systems and service delivery, and implementing initiatives that improve efficiency and the overall student experience.

The position works in close partnership with IT and key stakeholders to prioritise and deliver enhancements to student centred processes, ensuring they effectively support student and business needs. It also collaborates broadly across the University to embed a strong service culture and ensure services remain responsive to the needs of both internal and external customers.

With oversight of day-to-day service operations, the role ensures effective workforce planning, including resourcing and rostering, and enables teams to respond flexibly to changing demands with a focus on service outcomes and operational effectiveness.

Further information about this role can be found in the attached position description.

About You

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

• Demonstrated ability to effectively lead and manage a small team focused on outcomes, with project management, quality assurance and strategic planning skills
• Extensive experience in the management of service improvement including a demonstrated ability to develop and deliver high quality services to a range of stakeholders
• Experience in leading and coordinating transformation and enhancement activities at small to medium scales
• Demonstrated commitment to excellence in the provision of customer service, quality and the promotion of a culture of continuous improvement

Qualifications

An equivalent combination of relevant experience and/or education/training

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.

Our Ad Astra strategy is the cornerstone of Swinburne’s bold ambition to lead globally in technology-driven education and research. This strategy positions us to create transformative solutions, empower learners, and partner with industry to thrive in an ever-changing world.

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 by emailing talentacquisition@swin.edu.au.

Applications Close: Wednesday 29th April 2026, 11pm

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 DCR@swin.edu.au or call +61 3 9214 3550.

Please note the above number and DCR email address are for disability or reasonable adjustments queries only. General enquires about the role can be sent to talentacquisition@swin.edu.au (general enquires will not be answered by phone).

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.

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