IT Performance and Process Specialist

**Company Description**
Navitas is a leading global education provider that has helped generations of learners transform their lives through education. Working in our **Careers & Industry (C&I) Division** you’ll be part of a team supporting Navitas’ portfolio of colleges, campuses, and offices. Employing 5,000 staff, we create life-changing opportunities for students to learn by delivering an extensive range of educational services to over 60,000 aspirational students across our global network each year.

So working in our C&I Division means you’ll become part of a dedicated community that extends beyond the classroom, encompassing a wide range of professions.

Our global footprint offers you the chance to connect with people from around the world.

We'd like to hear from you
**Job Description** About the Role**

The IT Performance and Process Specialist will play a key role in optimising IT operations across the Careers & Industry division. The role focuses on improving service desk performance, streamlining IT processes, managing vendor contracts, and monitoring key performance indicators (KPIs) to enhance service effectiveness. Working closely with service delivery teams, the specialist will drive continuous improvement through data-driven insights and the implementation of best practices. Additionally, this role explores innovative operating models to support a high-performing IT environment that meets staff and student needs. The remuneration package, including superannuation is $130,000 - $140,000. To find out more information about this role, please review the Position Description.

**Key Responsibilities**
- ** Service Desk Operations**: Monitor performance metrics, identify trends, and maintain the knowledge base.
- ** Process Optimisation**: Analyse, refine, and document IT processes; lead process improvement initiatives using ITIL and Lean Six Sigma frameworks.
- ** Performance Monitoring**: Develop KPIs, analyse data for improvements, and report outcomes to leadership.
- ** Service Delivery Improvement**: Optimise incident management, improve user experience, and ensure adherence to SLAs.
- ** Innovation**: Implement technologies and hybrid operational models to enhance IT performance.
- ** Vendor Management**: Track vendor contracts, conduct performance reviews, and centralise IT purchasing.
- ** Collaboration**: Foster cross-team alignment, communicate improvements, and support IT onboarding/offboarding.
- ** Documentation**: Maintain IT policies, processes, and training materials; coordinate change management initiatives.

**Qualifications**
The person we seek will ideally have the following:

- Bachelor’s degree in IT, Business Administration, or a related field.
- Minimum 5 years of experience in IT operations, process optimisation, or performance management.
- Expertise in KPI development and tracking to measure IT service performance.
- Proficiency in ITIL, Lean, Six Sigma, and process mapping methodologies.
- Strong communication, analytical, and interpersonal skills.
- Experience in service desk operations and IT performance improvement.
- Desirable: Project management certification and experience in higher education or related industries.

**Additional Information** What we can offer**
- Remuneration Package between $130,000 - $140,000 (inclusive of super)
- We offer careers across our global operations
- We recognise and reward.
- We understand the importance of showing appreciation.
- We care for you. We offer a range of employee benefits, support to help you be your best, and flexibility, to help us all thrive.
- Navitas is where work has meaning. Our impact is far-reaching - we create lasting legacies for students and communities.
- Access to LinkedIn Learning for your development
- 2 days a year volunteer leave for causes you are passionate about

**Diversity Equity and Inclusion**
- At Navitas we promote and embrace an inclusive and diverse workforce. We believe equality, flexibility, and diversity deliver a rich collaborative environment. We strive to ensure that all our staff - no matter where they are from or who they are - feel safe, supported, and given opportunities to thrive.

**How to Apply