"Senior Specialist, Service Delivery"

Senior Specialist, Service Delivery

Job no: 538452
Work type: Full Time
Location: Sydney, NSW
Categories: Project Management

• Employment Type: full time continuing role within UNSW IT
• Starting Salary $148012-157056 plus generous superannuation and leave loading
• Location: Kensington campus in NSW (Hybrid Flexible Working) 2-3 days in the office

About UNSW:

UNSW isn’t like other places you’ve worked. We’re a large organisation with a diverse and talented community; a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. It’s the reason we’re one of the top 50 universities in the world and a member of Australia’s prestigious Group of Eight. If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place.

The Senior Specialist – Service Delivery provides strategic leadership and oversight of IT service delivery for their assigned Domain, ensuring services are aligned to University priorities and deliver measurable business value. Operating with a high degree of independence and delegated authority, the role shapes and drives the service improvement agenda, influences senior stakeholders, and ensures effective governance, performance and risk management of operational IT services. As a key advisor to Domain leadership and business stakeholders, the position leads planning, prioritisation and performance oversight of service portfolios, providing high-level expertise to inform decision-making and enable sustainable, enterprise-wide outcomes.

The role of the Senior Specialist - Service Delivery is accountable to the Domain leadership for their relevant area of the business (sub Domain) and reports to the Head of Service Management Office and has no direct reports.

Specific accountabilities for this role include:

• Key advocate for the business’s IT Services improvement agenda, taking accountability for developing, shaping and delivering the Service Improvement Plan for their “sub Domain” including establishing strategic service priorities and performance targets aligned to University objectives.
• Lead and negotiate cross-functional service improvements with Heads of Solutions, Technical Delivery Teams and Technology Domain leads, balancing competing priorities and driving alignment to Domain-wide strategic objectives.
• Be the primary contact and key escalation point for project & IT stakeholders for all IT operational services, providing high-level advice and resolution of complex service matters.
• Provide strategic oversight of Domain IT Services, with delegated authority to recommend service model changes, reprioritise initiatives, and influence resource deployment to achieve performance objectives.
• Monitor key IT service performance indicators aligned to business process or business capabilities and report, recommend and implement improvements.
• Chair the Service Management Community of Practice, ensuring support staff are enabled and knowledgeable in how to operate effective service management.
• Utilise IT Service Management reporting and dashboards to provide strategic insights on service performance, delivered improvements and upcoming impacts, enabling informed decision-making and proactive stakeholder expectation management.
• Identify and assess operational risks, providing recommendations and driving remediation actions in alignment with enterprise risk management and compliance frameworks.
• Prepare, manage and maintain the Service Delivery Management for the “sub domain(s)” plan, taking accountability for the Operational Readiness Assessment and approval as part of the Release & Change process, ensuring alignment with broader portfolio and strategic objectives.
• Prepare and manage the sub-Domains services portfolio to Service Level Agreements (SLA) and Operational Level Agreements (OLA) with Head of Solutions and external service providers, negotiating outcomes to optimise service performance and value.
• 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:

• Relevant tertiary qualification with 5+ years of experience in technology related roles or an equivalent level of knowledge gained through any other combination of education, training and/or experience.
• Proven, in-depth understanding of and experience working with service management approaches including Information Technology Infrastructure Library (ITIL) and Service Integration and Management (SIAM).
• ITIL Foundation Certificate, ITIL4 preferred.
• Demonstrated high-level solid stakeholder management skills in complex matrix environments, that delivers a win-win outcome.
• Extensive ability to collaborate and work ‘across the lines’ of an IT organisation, and ability to use influence to achieve business outcomes.
• Demonstrated excellent communication skills when focusing on customer satisfaction using customer-centric approaches to customer management.
• A strong track record of success in identifying opportunities for improvement and driving service improvement initiatives.
• 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.

Benefits and Culture

• Flexible Working Options (work from home, flexible hours etc)
• Career development opportunities
• 17% Superannuation contributions and additional leave loading payments
• Additional 3 days of leave over Christmas period
• Discounts and entitlements (retail, education, fitness)

For further details on the benefits, please visit https://www.jobs.unsw.edu.au/lifestyle-benefits

How to Apply: please apply through the portal, we would like you to submit a full application including resume and addressing the who you are section.

Applications close: Sunday 22nd of March at 11.30pm

Pre-Employment Checks

Aligned with UNSW’s focus on cultivating a workplace defined by safety, ethical conduct, and strong integrity preferred candidates will be required to participate in a combination of pre-employment checks relevant to the role they have applied for.

These pre-employment checks may include a combination of some of the following checks:-

• National and International Criminal history checks
• Entitlement to work and ID checks
• Working With Children Checks
• Completion of a Gender-Based Violence Prevention Declaration
• Verification of relevant qualifications
• Verification of relevant professional membership
• Employment history and reference checks
• Financial responsibility assessments/checks.
• Medical Checks and Assessments

Compliance with the necessary combination of these checks is a condition of employment at UNSW.

Get in Touch:

Jen MacLachlan
j.maclachlan@unsw.edu.au
Talent Acquisition Partner – UNSW IT

Please apply through the application portal and not via the contact above.

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.

Position Description