Service Management Lead

2 weeks ago

Melbourne, Victoria, Australia RMIT University Full time

Overview:

  • Dynamic Service Management Lead position available, Fulltime permanent position. Based at the Melbourne CBD campus (Hybrid role), and Flexible Working Arrangements.
  • Responsible for the ongoing management, thought leadership, planning and delivery of efficient, effective and secure solutions.
  • Collaborates across ITS and other stakeholders across the portfolio.
About the Portfolio

The Operations Portfolio enables an integrated, enterprise-wide delivery for best practice student and staff experiences.


The Portfolio incorporates the following business units: Enterprise Projects and Business Performance (EPBP), Communications, People, Information and Technology Services (ITS), Office of the Chief Operating Officer, Procurement and Vietnam Operations.


The Portfolio houses significant drivers and delivery components across the staff and student journeys and enables the overall experience for both groups.

The Portfolio is integral in bringing the RMIT strategy to life, across the globe.

Each of these functions supports the global operations of the University both directly as well as through its controlled entities.

The Information Technology Services (ITS) function, provides RMIT University with current and emerging Technology systems and services.

Our vision of "unleashing technologies to enable great experiences for RMIT communities" supports a proactive and leading-edge technology ecosystem, mindset and delivery empowering the advancement of the University's commitment to advancing Lifelong Learners.

The Role


The Service Management Lead is responsible for the ongoing management, thought leadership, planning, and delivery of efficient, effective, and secure solutions for the Technology Bar(s), VIP IT Service, Day 1 Readiness Program, IT ticket escalations/case management, Customer First initiative and IT Service Management reporting, on a global scale for RMIT University.


The role will work with third-party suppliers, ensuring performance in meeting contractual obligations and driving continuous improvement across ITS and College stakeholders.


The role will work with internal ITS teams (at a global level) reviewing ITSM SLA performance and identifying focus areas for improvement.


Working in a team, ensuring key deliverables are met and collaborating with senior college stakeholders, ITS Directors and the CIO on strategic initiatives.

Skills & Experience

  • Influence and guide a strategic direction across ITSM processes that align with the university's goals and objectives.
  • Engage college stakeholders to communicate operational performance and manage continuous improvement activities end to end across ITS teams, Thirdparty providers, and Service Connect teams.
  • Create monthly IT Service Management Service Level Agreement reports and review performance with a mindset of understanding workload insights and develop focus areas for improvement across all ITS technical streams and senior management.
  • Comanage Tier 1 thirdparty service performance in relation to contractual obligations.
  • Manage ITS Tech Bar and VIP services.
  • Financial Management of Tech Bar and VIP stock.
  • Manage ITS tickets that require escalations / special case management for efficient resolution.
  • Contribute to the Customer First initiative triage requests that the team may need to support.
  • Project Manage Day1 Readiness activities across ITS
  • Semester 1 & 2 Demonstrated commercial acumen and experience in managing strategic and nonstrategic external providers with a balanced approach.
  • Demonstrated ability to build effective, trusted relationships in a collaborative and engaging manner with a broad range of internal and external stakeholders.
  • Demonstrated ability to influence, negotiate, and prioritise effectively with a broad range of stakeholders.
  • Extensive experience in managing thirdparty suppliers.

Qualifications:

  • Mandatory: 5+ years of operational management in a complex environment Mandatory: 5+ years' experience in managing thirdparty suppliers, demonstrating service improvement initiatives, financial management (including initiatives where cost reductions have been implemented), and excellence in performance / contractual obligations being met
To Apply


Please submit your CV and cover letter addressing your suitability for this position by clicking on the 'Apply' link below.

For further information about this position, please see the Position Description below.

  • Position Description
  • Service Management Lead
We will be running a rolling recruitment process, so please do not wait until the closing date to apply.

When you join our team, you'll be able to access a range of benefits:

  • From travel to fitness, there's something for everyone

Applications Close:
21 June pm
- or visit our Careers page for more contact information - _
- ._

  • We are a Circle Back Initiative Employer we commit to respond to every applicant._

  • Business Services Manager

    2 weeks ago

    Melbourne, Victoria, Australia Lead Group Full time

    A business advisory firm, renowned for delivering excellent services to clients across Australia, is currently seeking an experienced Accountant to serve as Manager for its growing Business Services Division in Melbourne. By joining the team, you will have the opportunity to work alongside experienced people and develop a unique blend of taxation, management...

  • Project Management Lead

    2 weeks ago

    Melbourne, Victoria, Australia HEALWELL MANAGEMENT LLC Full time

    Are you an experienced Project Manager looking for the next step in your career? The Victoria Community Development Business Unit are currently seeking aProject Management Lead(PML) to help grow the commercial acumen and delivery capabilities of Project Managers (PMs) within the Community Development Business Unit to successfully deliver projects for clients...

  • Business Services Manager

    2 weeks ago

    Melbourne, Victoria, Australia Lead Group Consultancy Full time

    Providing tax planning and business advisory services to clients Salary package commensurate with experience Structured training events and development opportunitiesA business advisory firm, renowned for delivering excellent services to clients across Australia, is currently seeking an experienced Accountant to serve as Manager for its growing Business...

  • Clinical Lead – Medical Services

    2 weeks ago

    Melbourne, Victoria, Australia Royal Flying Doctor Service Full time

    The position:Reporting to the Head of Clinical and Community, the Clinical Lead for the Health Group (Robinvale) provides leadership and management of the Healthcare Group, co-ordinating the day-to-day clinical and staff activity to ensure that a safe, efficient, and quality service is delivered.The Clinical Lead assists in coordinating and managing the...

  • General Manager Business Services

    2 weeks ago

    Melbourne, Victoria, Australia Service Stream Full time

    Primary LocationMelbourne, VICJob Description SummaryExciting new opportunity for a General Manager to lead our Business Services - Operations function, working closely with our Chief Financial OfficerAbout the RoleService Stream's Corporate Services division is looking for a General Manager to lead the Operations side of our Business Services function. The...

  • Customer Service

    2 weeks ago

    Melbourne, Victoria, Australia Lead Group Consultancy Full time

    Monthly sales and orders report Ensure accurate product pricing in Pronto Conduct distributor reviewsAbout Us: My Client in Melbourne is seeking a dynamic Sales and Commercial Customer Service Manager. This role is vital for their sales success and overall business operations.Purpose: Responsible for sales and commercial reports, pricing management, customer...

  • PMO Lead

    2 weeks ago

    Melbourne, Victoria, Australia Service Stream Full time

    Primary LocationMelbourne, VICJob Description SummaryAn exciting opportunity has arisen for a PMO Lead, to join Service Stream in our Corporate sector, based in Melbourne, VICAbout the RoleService Stream's Corporate division is currently seeking a PMO Lead to join our growing team. The primary purpose of the PMO Lead role is to provide an effective PMO...

  • Clinical Lead – Medical Services

    2 weeks ago

    Melbourne, Victoria, Australia Royal Flying Doctor Service (VIC) Full time

    The position:Reporting to the Head of Clinical and Community, the Clinical Lead for the Health Group (Robinvale) provides leadership and management of the Healthcare Group, co-ordinating the day-to-day clinical and staff activity to ensure that a safe, efficient, and quality service is delivered. The Clinical Lead assists in coordinating and managing the...

  • Service Management Lead

    2 weeks ago

    Melbourne, Victoria, Australia RMIT University Full time

    Overview:Exciting opportunity for a Service Management Lead, Full-time permanent position based at Melbourne CBD campus (Hybrid role) with Flexible Working Arrangements.Responsible for managing, leading, planning, and delivering efficient, effective, and secure solutions.Collaborates with ITS and stakeholders across the portfolio.About the PortfolioThe...

  • Pre-Works Lead

    2 weeks ago

    Melbourne, Victoria, Australia Service Stream Full time

    Description Summary Be part of a new way forward for road network management in Victoria. We're looking for a Pre Works Lead to start early May, based out of our Melbourne, CBD office. About the Role Starting in July this year, we'll be working across Melbourne's south-eastern suburbs and right down the Mornington Peninsula, delivering routine...

  • IT Service Management Lead

    2 weeks ago

    Melbourne, Victoria, Australia Yarra City Council Full time

    applicable for full time 38 hours per week only) Supportive and Friendly team environment where we value growth and development Hybrid/flexible working arrangements and an emphasis on work/life balance Work in a dynamic and collaborative environment. The Municipality is committed to efficiently and effectively servicing the community to the highest...

  • Pre-Works Lead

    2 weeks ago

    Melbourne, Victoria, Australia Service Stream Full time

    Primary LocationVIC - MelbourneJob Description SummaryBe part of a new way forward for road network management in Victoria. We're looking for a Pre Works Lead to start early May, based out of our Melbourne, CBD office.About the RoleWe're excited to have been awarded the Metropolitan Victorian Road Maintenance Contract – South Central Region.Starting in...

  • National Team Lead

    2 weeks ago

    Melbourne, Victoria, Australia Service Stream Full time

    Primary LocationMelbourne, VICJob Description SummaryAn exciting opportunity has arisen for a National Team Lead - Remediation to join Service Stream Team based out in MelbourneAbout the RolePositioned within Service Stream's Telecommunications Unit, the National Team Lead and Remediation Manager will support Operations and Maintenance Business unit....

  • Clinical Care Manager

    2 weeks ago

    Melbourne, Victoria, Australia Lead Group Full time

    Lead Group Healthcare are seeking a Clinical Leader for a beautiful NFP Residential Aged Care Facility located in Sale Victoria. This is a fantastic opportunity to work with a highly regarded, medium sized facility that provides a fantastic support system including experienced Clinical Leadership, AN-ACC support, Education Support plus 24-hour Registered...

  • Service Technician

    2 weeks ago

    Melbourne, Victoria, Australia Lead Group Consultancy Full time

    Autonomous role Work in a well known and respected manufacturer Excellent Base + Super + CarThe Company:My client is a prestigious manufacturer of cutting-edge equipment and systems for chemical fluid metering and monitoring. They are renowned for their expertise in the design, supply, installation, and service of Chemical Dosing and Water Treatment Systems,...

  • NUM / Facility Manager | Aged Care | Contract

    2 weeks ago

    Melbourne, Victoria, Australia Lead Group Full time

    Lead Group are currently seeking an experienced Clinical Facility Manager / NUM for a contract in a small-medium sized Aged Care Facility in Regional VIC. This position will be suitable for someone with extensive Clinical Management experience, or an experienced Facility Manager. Please get in touch today to discuss ASAP vacancies or to register with us for...

  • Customer Service Officer

    2 weeks ago

    Melbourne, Victoria, Australia Lead Group Consultancy Full time

    Location: Altona, Australia Warehousing, Transport and DG Dynamic team environmentMy client, a dynamic organization in Altona, is seeking a dedicated Customer Service Officer to join their team. Reporting to the Site Manager, this role plays a pivotal part in delivering exceptional service to our valued customers.Key Responsibilities: Customer Service...

  • Service Management Lead

    2 weeks ago

    Melbourne, Victoria, Australia RMIT University Full time

    We empower students to shape their own lives, achieve impact and create valued places for themselves through work and engagement in the wider community.Join Hatch to apply Get matched to roles that fit your skills and values. Clear job descriptions that help you learn about the role and team. Only the best roles at Australia's top companies. Mid Level · A...

  • Service Technician

    2 weeks ago

    Melbourne, Victoria, Australia Lead Group Consultancy Full time

    Electrical License Required Instrumentation Equipments Experienced Competitive pay and benefitsMy client, a reputable manufacturer of state-of-the-art analyzers and instrumentation used in the water sector, is currently seeking a talented Service Technician to join their dynamic team in Melbourne. With an extensive install base across Melbourne and regional...

  • Account Manager

    2 weeks ago

    Melbourne, Victoria, Australia Lead Group Consultancy Full time

    Acidulants, natural antimicrobials, enzymes, fibres, flavours Hydrocolloids, modified starches, natural colours, vitamin premixes Spice oleoresins, seasonings, and an array of specialty ingredientsThe Compnay:Our client, a leading supplier of high-quality food ingredients, is seeking a motivated and experienced Account Manager to join their team in...