We're Hiring!
Manager, Enterprise Systems and Service Excellence
- Sydney, NSW, Australia
- Permanent - Full Time
About Us
At UTS College, we solve complex problems with smart, scalable solutions. As a technology-driven organisation, we're looking for a Manager, Enterprise Systems and Service Excellence with deep engineering experience to design and deliver robust, efficient systems that meet our growing business needs.
This role is ideal for someone who can think strategically but still enjoys diving deep into the technical details, someone who can architect at scale, yet code when needed.
This is a permanent full time position.
Role Overview
As the Manager for Enterprise Systems and Service Excellence, you’ll manage a busy frontline Service Desk function, including level 1 and 2 field support and manage the team responsible for the end-to-end lifecycle for enterprise systems and platforms along with responsibility for IT Service Management (ITSM). This is a customer-facing position that requires maintaining strong business relationships to ensure effective delivery of IT services and products to staff and students across UTS College campuses and offices, both onshore and offshore, as well as supporting international partners.
Key Responsibilities
- Manage the UTS College Service Desk and provide frontline tier 1 and 2 support
- Lead and mentor a team to provide end to end lifecycle management of ITDS enterprise systems and delivery of new solutions
- Provide support across stakeholders for SaaS platforms including support for integration, data etc.
- Oversee IT Service Management (ITSM) framework based on industry standard framework such as ITIL
- Responsible for business relationship management and stakeholder engagement
- Delivery excellent customer service
What We're Looking For
- At least 5 years or more in Senior IT Leadership roles
- Strong people management skills including track record for high performance
- Achievement oriented, focused and well-organised
- Demonstrable customer service, relationship management and collaboration skills
- Excellent communication and listening skills and impeccable written communication skills including experience developing business cases and successful presentations
- Financial management skills including development of return on investment (ROI) calculation and total cost of ownership.
- Ability to work under pressure either autonomously or as part of a team
- Demonstrable experience at driving transformational change and knowledge of Organisation Change Management approaches such as ADKAR
- Knowledge and experience in the application of any of the following best practice methodologies (PRINCE2, Agile, TOGAF).
- ITIL Accreditation.
- Excellent communication and listening skills:
- Excellent written and presentation skills
Desirable Skills
- Tertiary qualifications in IT or Business subject or relevant experience
- Experience in the Higher Education Sector
- Vendor management experience
- Experience in Business Continuity Planning and Disaster Recovery
What We Offer
- Competitive salary and performance incentives
- Hybrid or remote working flexibility
- Opportunities to work on challenging, high-impact projects
- A collaborative team that values engineering depth and innovation
- Ongoing professional development and training support
If you like to deliver excellent customer service while building successful collaborative relationships across stakeholders, we’d love to hear from you.
