Exciting opportunity within our new Digital and Campus Services team

Work in a high performing and motivated team

About Us:

At Victoria University, our aim is to be a global leader in dual-sector learning and research by 2028. Join us on the journey and help us achieve our strategic drives embedded in our Strategic Plan 2022-2028: Start well, finish brilliantly. One of the drivers “Thriving place to Study and Work” will enable us to continue to create places that our students and staff love to belong and feel immense pride.

About the Role:

The Manager, Service Improvement will lead, manage, and mentor our DCS Customer Service team to deliver high-quality support to university staff, students, and stakeholders. This role requires a strong focus on enhancing service processes and overseeing the implementation of improvements across the DCS team. Additionally, this position will collaborate with all Colleges and Departments for major IT projects as well as capital projects and the day to day facilities management.

Key Responsibilities will include:

Lead and manage the Customer Services Team ensuring the key objectives are met while offering professional development opportunities to staff.

Manage the financial, budgetary, and resource management, ensuring successful planning, scheduling, and delivery of services

Manage and cultivate key relationships with other Department managers, senior College staff, and relevant stakeholders to ensure efficient service delivery and collaboration.

Develop and implement policies, procedures, and protocols aligned with current University legislative and policy requirements, ensuring consistent application across the University.

Lead and drive change to promote a client-focused, service-oriented culture, continuously reviewing service delivery, responding to customer feedback, and monitoring market trends to propose innovative solutions that improve service quality, efficiency, and continuity.

Continuously review service delivery, staying informed about customer feedback and market
trends, to propose innovative solutions that enhance service quality, efficiency, and continuity

A full list of the responsibilities can be found in the Position Description.

About You:

You will have significant expertise in ITSM principles, workflows, and service level agreements, along with a deep understanding of the University structure for effective communication during changes, outages, or service enhancements.

You will possess strong leadership skills, ensuring the Customer Services Team meets objectives while promoting continuous development. Additionally, a comprehensive knowledge of financial and resource management, including budgeting, resource allocation, and service planning, and you will be skilled in reviewing and improving customer engagement policies and business processes for operational efficiency.

Conditions:

This is a Full Time, Continuing position at a Hep 9 Classification with a salary range of $128,446 - $133,636 per annum, plus 17% employer contributions, working 36.75 hours per week.

What We Offer:

VU strives to create a family friendly, diverse and inclusive workplace where all staff can succeed. VU offers a range of attractive benefits and generous leave arrangements that aim to enhance and support your work and personal life.

For information on our employee benefits, flexible working, discounts in private health insurance and gym memberships and salary packaging please visit https://www.vu.edu.au/staff/benefits-services-for-staff

How to Apply

To view a copy of the position description and/or to apply for the position, please visit our Career website.

In a SINGLE document, your application must include:

A cover letter;

Your resume; and

A statement addressing the key selection criteria listed in the position description.

Note: Applications which do not address the selection criteria will NOT be considered.

For specific queries related to the role, please contact Ennis La Torre Director Campus Services by email [email protected]

Applications close at 11:59pm 30th April 2025.

Our Commitment to Protecting Country:
Victoria University honours its deep diversity as a foundation for collaboration and social progress. We will demonstrate sensitivity in respecting First Nation perspectives. We will ensure that we respect our Indigenous voices and commit to sustainable Protecting Country. We will take leadership responsibility, in all that we do, to improve the health and wellbeing of our local and global communities, and the planet that we share.

Victoria University is committed to inclusion, equity and diversity. VU encourages applications from women, gender diverse, Aboriginal and Torres Strait Islander people and individuals from under-represented backgrounds in this field.

Commitment to Diversity and Inclusion at VU:
Victoria University believes that diversity of the workforce adds value to the University and creates a stronger, richer working environment for everyone. We are committed to making reasonable adjustments to ensure that our employees have positive, barrier-free work environments that accommodate their access needs. Employees who require adjustments are encouraged to discuss their needs with their line manager.