Manager, IT Service Management

The University of Adelaide is one of Australia's leading research-intensive universities and is consistently ranked among the top 1% of universities in the world. Established in 1874, it is Australia's third oldest university with a strong reputation for preparing educated leaders and delivering research outcomes that contribute to local, national and global wellbeing.

When you work for the University of Adelaide you can expect a range of benefits and work conditions, such as employee development and future career opportunities.

The Division of University Operations supports the University in the achievement of its core objectives in learning, teaching and research by providing enabling services and effective resources. The division's priorities have evolved from the University's 10 year strategic plan, the Beacon of Enlightenment, with key projects centred around  people, community, assets and infrastructure and processes. 

The Information Technology and Digital Services branch is a part of the Division of University Operations, which provides technology capabilities to support the University’s teaching and research objectives and business activities. 

This is a new leadership role that will be responsible for building best practice, ITIL® aligned Service Management capability incorporating multiple ITIL aligned processes, such as Incident Management, Change Management, Problem Management and Knowledge Management and maintaining continuity of these services to the broader business, staff and third parties. 

The successful candidate will lead and manage End User Support to deliver an experience that delights our customers, which includes responsibility for the areas of Service Desk IT and Non-IT Service Desk support and advice including telecommunications, onsite desktop support, and end user Client Computing services.

Salary:

(HEO10) $120,720 -128,819 per annum.

Superannuation:

An employer contribution of up to 17% may apply.

Term of position:

This continuing position is available immediately. 

Position requirements

To be successful you should have: 

1. Demonstrated experience and a proven track record in IT Service Management / Service delivery roles, with an understanding of IT Operating models and the implications they have on financial management, vendor management, contracts and program management.
2. Proven experience in customer centric roles where innovative solutions were designed to enable higher levels of customer service.
3. Demonstrated experience in managing Service Desk and end user Client Computing services, trends and best practices, and support processes and procedures.
4. A solid understanding of the ITIL® Processes.
5. Experience and knowledge of Service Management principles, methodologies and tools.

Please address and upload your responses to the 'Knowledge and Experience' section of the position description within the online application. If you have any queries regarding this position, please contact tsjobs@adelaide.edu.au 

Closing date: 28th January 2018

The University of Adelaide is an Equal Employment Opportunity employer. Women, Aboriginal and Torres Strait Islander people who meet the requirements of this position are strongly encouraged to apply.

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