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
Swinburnes 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 Swinburnes Jobs website to access the Position Description at the bottom of the page.
Please Note: Appointment to this position is subject to passing a Working with Children Check.
If you are experiencing technical difficulties with your application, please contact the Swinburne Talent Acquisition Team on
talentacquisition@swin.edu.au.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.
We support applicants with disabilities. Adjustments can be requested at any time during the recruitment process. For Reasonable Adjustment requests, including accessible formats for the PD, application form or any other document, please contact at
DCR@swin.edu.au or call +61 3 9214 3550.
Victorias Commitment to Action: Improving international student employment outcomes. As a signatory to
Victorias Commitment to Action, Swinburne seeks to remove barriers to international graduate employment. We welcome and encourage applications from international graduates.
As a Circle Back Initiative Employer, we commit to responding to every applicant.
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