Strategic Process Enhancement Manager

16 hours ago

Melbourne, Victoria, Australia Swinburne University of Technology Full time

Company Overview

Swinburne University of Technology is a leading institution in education and research, committed to creating a varied, welcoming, and open learning and work environment that embraces diversity, promotes inclusion, ensures fair access to opportunities, and actively opposes bullying, discrimination, sexual harm, victimisation, and vilification.

We are dedicated to simplifying and transforming how technology enhances the university's strategic goals. As part of our Digital Workplace Experience team, you will support the delivery of high-quality services that improve the experience for students and staff alike.

About the Role

This permanent, full-time position offers an exciting opportunity to join our IT department as a Strategic Process Enhancement Manager. Reporting directly to the Manager of Service Management, you will play a key role in enhancing service delivery within our organisation. Your primary responsibilities will include developing, implementing, and evaluating IT service management processes to improve efficiency and effectiveness for staff and students.

You will be responsible for designing and refining processes related to incident management, change control, and service requests. With your process analysis and problem-solving skills, you will collaborate with various teams within the university and IT department, ensuring streamlined service offerings align with our service management framework. Additionally, you will act as a process consultant, guiding Operational Managers and staff in best practices and continuous improvement initiatives.

In this role, you will have opportunities for cross-training, broadening your understanding and contributions to IT operations. You will also be part of a dynamic team striving to simplify and transform how technology enhances the university's strategic goals.

Salary and Benefits

The estimated salary for this position is $95,000 - $120,000 per annum, depending on your level of experience. In addition to your competitive salary, you will enjoy hybrid work arrangements and discount study fees as part of our comprehensive benefits package.

Required Skills and Qualifications

To succeed in this role, you will need to possess:

  • A degree qualification with relevant experience in a similar role or service management operation and design experience, or an equivalent combination of education/experience
  • Relevant industry certification in ITIL, Process Analyst, Business Analyst, Agile, or Process Improvement (preferable)
  • Proven experience in running day-to-day IT service management processes
  • Ability to solve problems by applying sound judgement based on professional experience, with the ability to make decisions to resolve specific issues
  • Demonstrated understanding of and practical experience in activating and improving IT service management processes
  • Competent oral and written communication skills, including the ability to write high-quality reports and present information to technical and non-technical stakeholders
  • Skilful presentation skills delivered at all levels, including operational personnel and senior management

About Swinburne University of Technology

Swinburne Horizon 2025 draws upon our understanding of future challenges. Our new strategic plan aims to build Swinburne as the prototype of a new and different university – one that is truly of Technology, of Innovation, and of Entrepreneurship. We are committed to a differentiated university proposition in education and research, so that every Swinburne learner gets a work experience, every Swinburne graduate gets a job, every Swinburne partner gets a tech solution, and Swinburne is the prototype of global best practice.

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