Senior Coordinator, Service Assurance

Apply now Job no: 575446
Work type: Full-time
Location: Flexible
Categories: Information Technology

**Focus on Change Management within Infrastructure & Digital**

• Flexible location offered at Melbourne, Burwood or Geelong, Waterfront campuses + hybrid work arrangements
• Full-time and continuing

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 plays a key role in driving effective change management within the IT service management (ITSM) framework. With a strong emphasis on ITIL-aligned change processes, this role ensures that changes to infrastructure, digital systems, and services are planned, assessed, and implemented in a controlled and efficient manner.

The position is responsible for coordinating service assurance activities while embedding a robust change management culture across the organisation. It supports seamless integration of physical and digital infrastructure, ensuring changes are aligned with strategic goals and enhance the overall customer experience.

Working collaboratively with stakeholders, the role balances innovation with operational stability, ensuring that all changes support long-term organisational objectives and deliver measurable value to end users.

In a typical day or week, you will:

• Manage and maintain the change calendar, including scheduling of planned outages and system deployments.
• Coordinate and lead Change Advisory Board (CAB) meetings, including emergency CABs, to ensure informed and timely decision-making.
• Monitor the effectiveness of change management practices, supporting the Process Owner with regular performance analysis and reporting.
• Identify, recommend, and implement improvements to change processes, including optimising workflows within the service management platform (e.g., ServiceNow).
• Work collaboratively with teams across IT to align change management with related ITSM processes such as Incident, Problem, and Configuration Management.
• Provide training, guidance, and ongoing support to technical teams and business users to ensure consistent understanding and execution of change processes.
• Develop and deliver regular reports on change activity, associated incidents, outcomes, and trends to support transparency and continuous improvement.
• Contribute to broader IT Operations initiatives as needed, supporting cross-functional collaboration and service delivery excellence.

To be successful, you'll have:

• An equivalent combination of relevant extensive experience and/or education/training
• Extensive experience in IT service management such as ITIL, with a strong understanding of service assurance principles and best practices, specifically in change and release management.
• 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:

Only people with the right to work in Australia may apply for this position.

Please submit your updated resume and a short cover letter outlining your skills and experience by clicking the 'Apply' button.

For a confidential discussion regarding this role, please contact Paula Wray (Manager, Service Assurance - Resilience & Cyber Security) on p.wray@deakin.edu.au

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

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.

Advertised: 25 Jul 2025 AUS Eastern Standard Time
Applications close: 10 Aug 2025 AUS Eastern Standard Time

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We are seeking an experienced IT Change Management Specialist to lead and support the implementation of ITIL-aligned change management processes, with a strong focus on Infrastructure and Digital initiatives. This role is critical in ensuring structured, efficient, and compliant change practices across the IT environment.

We are seeking an experienced IT Change Management Specialist to lead and support the implementation of ITIL-aligned change management processes, with a strong focus on Infrastructure and Digital initiatives. This role is critical in ensuring structured, efficient, and compliant change practices across the IT environment.