• Flexible location offered at Melbourne, Burwood or Geelong, Waterfront campuses + hybrid work arrangements
• Full-time and continuing
• HEW 8 $118,801 - $136,018 + 17% Superannuation

Benefits for working with us!

At Deakin, we offer more than just a job — we offer a lifestyle. Across our campuses in Geelong, Melbourne, and regional Victoria, you’ll find everything you need to thrive: on-site childcare, gyms, medical centres, cafes, accessible public transport, and convenient parking. Enjoy flexible working arrangements that support your work-life balance, generous leave entitlements including extended parental leave and the option to purchase additional time off, plus a wide range of staff discounts on travel and more. Our health and wellbeing services, ongoing professional development opportunities, and inclusive, supportive culture make Deakin a place where you can grow — whether you're working remotely or immersed in the vibrant energy of campus life.

About the team and role

Infrastructure and Digital leads the strategic direction and management of Deakin’s physical and digital infrastructure. Combining innovative, secure and efficient digital services with forward-thinking infrastructure planning, the team drives digital transformation and operational excellence. By aligning technology and infrastructure with institutional priorities, the team delivers exceptional service and support to the entire university community.

The Senior Coordinator, Service Assurance is responsible for ensuring the effective implementation and adherence to best practices within the IT service management framework. This role focuses on coordinating service assurance processes, monitoring service delivery, and driving continuous improvement to enhance the efficiency and effectiveness of IT services.

This role is focused on enhancing the customer experience through a customer-centric approach by integrating physical and digital infrastructure, projects, and services to deliver seamless, impactful solutions tailored to customer needs. The role ensures that improvements align with the division's and university's strategic goals, balancing innovation with long-term objectives.

As a Senior Coordinator, you will:

• Implement and Promote Best Practices: Lead the rollout of IT service management (ITSM) frameworks, such as ITIL, ensuring policies, processes, and procedures are consistently applied and aligned with industry standards and organisational goals.
• Monitor and Optimise Service Delivery: Regularly assess service performance against defined SLAs and KPIs, identifying gaps and implementing corrective actions to ensure reliable and high-quality IT service delivery.
• Incident and Problem Management: Act as a central coordination point for managing incidents and recurring problems. Work closely with technical and support teams to resolve issues efficiently and prevent future disruptions.
• Documentation and Process Management: Develop, maintain, and continuously update comprehensive process documentation, including workflows, guidelines, and procedures. Provide guidance and training to ensure clarity and consistency across teams.
• Reporting and Continuous Improvement: Prepare detailed reports on service performance, process effectiveness, and improvement opportunities. Lead or contribute to initiatives aimed at optimising IT service operations and enhancing user satisfaction.

To be successful, you’ll have:

• Postgraduate qualifications or progress towards postgraduate qualifications and extensive relevant experience; or
• Certifications in Information Technology Infrastructure Library (ITIL)
• Extensive experience in IT service management, with a strong understanding of service assurance principles and best practices.
• Proven track record in coordinating processes, including incident management, problem management, and change management.
• Experience in monitoring and assessing IT service delivery, with the ability to analyse performance metrics and identify areas for improvement.
• Good practical knowledge of ServiceNow’s ITSM module, with hands on experience managing ITIL processes such as Incident, Problem, Change & Service Request Management.

Here's how to apply:

Please submit your updated resume and a short cover letter outlining your skills and experience.

For a confidential discussion regarding this role, please contact Paula Wray (Manager, Service Assurance - Resilience & Cyber Security) on [email protected]

For a copy of the position description, please see below:

Senior Coordinator, Service Assurance_HEW 8.pdf

Applications for this position close on Sunday, 10 August 2025 at 11:55pm.

Make an Impact with Us

Together we aim to take Deakin forward, strengthening our progressive University through the digital work we do. Whether it's empowering students, enabling teaching staff, or supporting researchers, the work you do here matters. Your achievements contribute to making a positive difference in the lives of the people and communities we serve.

So that you can focus on making a positive impact, Deakin Digital Services lays the foundations for you to be your best self, grow and evolve and join forces with exceptional people.

Be Your Best Self

As a unique individual we understand that showing up as the best version of yourself takes commitment to your personal wellbeing. That’s why we foster a supportive environment where you can manage your work to balance your productivity, engagement and wellbeing. Our approach to flexible working empowers you to achieve your best.

Grow & Evolve

Being in the higher education sector, ours is an environment of knowledge sharing and seeking. With us you can grow your capability through formal and informal learning and continuously improve, deepen and broaden your expertise. With many digital roles and teams under the one umbrella, there’s opportunity to expand your skillset, embrace new challenges and evolve your career. When YOU thrive, WE thrive.

Join Forces

As a member of our dynamic team, you’ll tackle challenges and deliver digital services and solutions alongside supportive, inclusive and talented humans from within the team, and more broadly across the University. We are a powerful collective of diverse skillsets, strengths and experience and our practices promote an environment of collaboration where your unique contribution is welcomed and valued. When you join forces with Digital Services you join forces with Deakin. Visit Why Work at Deakin to view the overarching benefits of working with Deakin.

Are you ready to make an impact with us?

We value diversity and aim to build an inclusive environment that champions, embraces and respects differences. We support and encourage applications from Aboriginal and Torres Strait Islander people, and people of all abilities, cultures, sexual orientation, and genders.