Service Management Process Lead

**Job no**: 0054073
**Location**:Parkville
**Role type**:Full time; Continuing (4 vacancies)
**Department**:Business Services
**Salary**:UOM 9 - $129,154 - $134,374 p.a. plus 17% super (pro rata for part time)
- **We value ideas, fresh perspectives and innovative thinking**:

- **Work with diverse stakeholder groups across the organisation**:

- **Make an impact**

The University of Melbourne would like to acknowledge and pay respect to the Traditional Owners of the lands upon which our campuses are situated, the Wurundjeri and Boon Wurrung peoples, the Yorta Yorta Nation, the Dja Dja Wuurang people. We acknowledge that the land on which we meet and learn was the place of age-old ceremonies, of celebration, initiation and renewal, and that the local Aboriginal peoples have had and continue to have a unique role in the life of these lands.

**About Business Services**
Business Services provides a full range of class leading information technology, facilities management, finance, HR and health and safety services to all operating entities of the University.

**About the Role**
As the Service Management Process Lead, you will work with key stakeholders across the University and will be responsible for ensuring that core outcomes focused service offerings are lean, fit for purpose, fit for use, operationally activated, and supported by the University’s Enterprise Service Management platform.

With a keen focus on customer and user experience and working extensively within the operational environment, you will utilise your comprehensive service management experience to facilitate value co-creation.

Whilst all 34 ITIL practices are in the scope of this role, core activity will be focused on Incident, Problem and Service Request management, Asset and Configuration management, Knowledge management, Change Enablement, Relationship management, Continual Improvement, Supplier management, Business Analysis, Measurement and Reporting.

In a typical week at work, you may:

- Provide guidance, direction and mentoring to operational managers, team leaders and staff with responsibility for ITIL service management activities
- Embed best practices for optimal impact, aligned with stakeholder needs, utilising and promoting the evolving capabilities of services as part of continual improvement initiatives
- Lead and drive the ideation, planning, delivery and regular monitoring of the Client Services operational plan
- Contribute to a positive work environment that encourages teamwork, collaboration and cooperation to promote a workplace culture that enables our workforce to operate with an adaptive mindset and drive modern people practices

**About You**
With significant professional expertise and comprehensive service management knowledge, backed up with appropriate qualifications, you focus on facilitating value co-creation, you thrive on solving problems, eliminating roadblocks and optimising processes to continually improve services and service offerings. Putting the customer experience front and centre, you proactively and promptly identify issues and respond to feedback to ensure customer satisfaction.
As a confident communicator with a consultative approach, you understand how to influence stakeholders to generate buy-in and promote the best use of a service management platform.

Ideally, you will further have:

- A postgraduate qualification with extensive relevant experience in a similar role, or extensive management experience and proven service management expertise, or an equivalent combination of relevant experience and/or education/training
- Demonstrated understanding of and practical experience in designing, activating and improving Service Management processes
- Extensive knowledge and experience in the use of a service management platform and the implementation and promotion of both mature and underutilised modules
- Demonstrated ability to contribute to the development and achievement of organisational goals and leadership skills to support buy-in from others, by articulating a vision, practising open communication and leading by example

**About the University**
The University of Melbourne is consistently ranked amongst the leading universities in the world. We are proud of our people, our commitment to research and teaching excellence, and our global engagement.

**Benefits of Working with Us**
In addition to having the opportunity to grow and be challenged, and to be part of a vibrant campus life, our people enjoy a range of rewarding benefits:

- Flexible working arrangements, generous personal, parental and cultural leave
- Competitive remuneration, 17% super, salary packaging and leave loading
- Free and subsidised health and wellbeing services, and access to fitness and cultural clubs
- Discounts on a wide range of products and services including Myki cards and Qantas Club
- Career development opportunities and 25% off graduate courses for staff and their immediate families

**Be Yourself**
We valu