Head of Service Management Office

Head of Service Management Office

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Job no: 540046
Work type: Full Time
Location: Sydney, NSW
Categories: Information Technology

• 6 month day rate contract role within UNSW IT
• Head of Service Management Office role within Customer Service directorat
• Kensington based, Sydney, 2-3 days a week in the office, Hybrid working

The Head of Service Management Office (SMO) leads the strategy, governance, and continuous improvement of IT Service Management (ITSM) across the University.

The role is responsible for establishing a modern, customer-focused service management capability that ensures services are designed, delivered, and continually improved to meet the needs of students, staff, and partners.

The position also owns and operates the University’s Enterprise Service Management (ESM) platforms and service management capabilities, enabling consistent and scalable service practices across academic and professional domains.

Working in a complex, federated environment, the role partners with stakeholders to uplift service maturity, strengthen end-to-end service ownership, and support the adoption of consistent service practices across the University.

The role is also accountable for IT Disaster Recovery (DR) and IT Business Continuity (ITBC), ensuring critical services are resilient, recoverable, and supported by effective response and recovery capabilities.

Specific accountabilities for this role include:

• Define and deliver the University’s IT Service Management strategy, aligned to organisational priorities.
• Own and manage the University’s Enterprise service management platforms and tooling.
• Establish and maintain service management governance, standards, and frameworks.
• Drive continuous improvement of service management practices across the organisation and promote a culture of continuous improvement and proactive service management.
• Enable all functions to adopt consistent and scalable service management practices.
• Provide frameworks, guidance, and support to uplift service capability across the University.
• Ensure services are managed end-to-end, with clear ownership and accountability.
• Oversee the design, transition, and ongoing management of services to ensure sustainability and quality.
• Manage and maintain a central service catalogue and service information to support visibility and consistency.
• Ensure effective management of service performance, issues, and service improvements.
• Drive the adoption of automation, self-service, and efficient ways of working where appropriate.
• Own and lead the University’s IT Disaster Recovery and IT Business Continuity capability. Ensure critical services are resilient, recoverable, and supported by tested continuity arrangements.
• Coordinate response and recovery during major service disruptions and incidents.
• Provide oversight and reporting on service resilience and continuity risks.
• Establish and maintain service performance measures and reporting, aligned to organisational outcomes and provide insights to support decision-making and service improvement.
• Oversee delivery across internal and external providers to ensure consistent service outcomes.
• Lead and develop a high-performing Service Management Office team.
• Build strong relationships with stakeholders across faculties and divisions.
• Promote a culture of customer focus, accountability, and collaboration.
• Align with and actively demonstrate the Code of Conduct and Values
• Ensure hazards and risks psychosocial and physical are identified and controlled for tasks, projects, and activities that pose a health and safety risk within your area of responsibility.

Who you are:

• Significant experience leading service management functions in large, complex organisations.
• Strong understanding of contemporary service management principles and practices.
• Experience managing service management platforms and enabling enterprise-wide adoption.
• Demonstrated experience delivering service improvement and organisational uplift.
• Experience in IT Disaster Recovery and Business Continuity.
• Strong leadership capability with experience building and leading high-performing teams.
• Excellent stakeholder engagement and influencing skills.
• Strong strategic thinking with the ability to deliver practical outcomes.An understanding of and commitment to UNSW’s aims, objectives and values in action, together with relevant policies and guidelines.
• Knowledge of health & safety (psychosocial and physical) responsibilities and commitment to attending relevant health and safety training.

To Apply: If this is of interest to you, please submit your CV, cover letter and responses to the who you are section.

Contact
Jen MacLachlan, Talent Acquisition, email is j.maclachlan@unsw.edu.au

Applications close: Monday 11th of May at 11.30pm

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.

The University reserves the right not to proceed with any appointment.

Advertised: 06 May 2026 AUS Eastern Standard Time
Applications close: 11 May 2026 AUS Eastern Standard Time