Service Centre Manager

Prime opportunity to join our Digital Workplace team as Service Centre Manager.
- Permanent, full-time position in a central Hawthorn location.
- HEW 9+ 17% Super. Staff benefits include hybrid work and discount study fees.

**About the Role**
We have an exciting opportunity for an experienced Service Centre Manager at Swinburne University.

The Service Centre Manager, under the guidance of the Associate Director of Digital Workplace Operations, oversees the IT Service Centre team and its omnichannels. They manage resources, own processes, and act as an escalation point to ensure high-quality, timely customer service.

This role involves collaborating to build an engaged team, driving customer service excellence, and fostering a responsive, adaptive workplace culture. The manager also works closely with stakeholders and mentors their team to ensure successful process adoption and relationship development.

**About You**
To be suitable for this role you will need to have experience in the below key accountabilities:

- Ensure the cost-efficient and effective management of Service Centre People, Process and Technology including managing the Service performance of these areas
- Proactively monitor the operations of the service delivered by the Service Centre, and the ability to meet deadlines and manage multiple competing priorities effectively
- Undertake trend analysis activities, interpret data and produce meaningful management information which enables accurate operational decision making and assists to devise innovative business improvement
- Ensure priorities and delivery are aligned to IT strategy in support of the University goals; ensure team members understand their contribution
- Effectively manage, coach and develop staff to ensure they meet their role specifications by negotiating and agreeing on performance objectives with employees, setting goals that are challenging but achievable and regularly reviewing individual performance both formally and informally
- Actively manage functional operations of the Service Centre in a coherent and consistent manner, to ensure efficient and effective delivery of client focused support services
- Manage capacity modelling and forecasting activities, using data-driven insights.

For more information on this role, please refer to the job description.

**Qualifications**
- Postgraduate level qualifications (or progress towards) in information technology, information systems, and extensive relevant experience or equivalent combination of education & experience

**About Swinburne University of Technology**
Swinburne's strategy draws upon our understanding of future challenges. We choose 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.

**To Apply**
Please submit your CV and cover letter addressing your suitability for this position.

To review the Position Description and to apply, please scroll down to the bottom of the page.

If you are viewing this advert from an external site, please click 'apply' and you will be redirected to Swinburne's Jobs website to access the Position Description at the bottom of the page.

Applications Close: Sunday 25th of May at 11.30 pm.

Swinburne offers flexible working options contained in our leave and parenting/carer policies to support work-life balance.

**Diversity, Equity and Inclusion**
Swinburne has become a world-class university, driving social and economic impacts through science, technology, and innovation. As a dual-sector university, our vision is for people and technology working together to build a better world.

Central to our vision is our commitment to diversity, equity, and inclusion. We pride ourselves on being an equal opportunity employer focused on attracting, retaining, and developing great talent. We work to remove barriers related to gender identity, culture, ethnicity, sexual orientation, disability, and age.

We strongly encourage applicants from diverse Aboriginal and Torres Strait Islander communities. Our Moondani Toombadool Centre leads our Indigenous education and culture at Swinburne, guided by community wisdom and leadership.
- As a Circle Back Initiative Employer, we commit to responding to every applicant._

LI-SW