Position Number: 0048821
Location: Parkville
Role type: Full-time; Continuing
Department/School: Client Services
Salary: UoM 7 - $106,432 - $115,211 p.a. plus 17% super
- Lead in customer service excellence / Develop broad technical expertise / Drive continuous improvement.
- Possess strong capability in supporting University services and staff with a focus on quality service outcomes.
- Investing in you - benefits package including salary packaging, health and wellbeing programs, discounted services, and professional development opportunities.
In line with the 2024 Enterprise Agreement clause 1.15.5 & 1.15.6.2, the University is committed to growing the number of Continuing jobs, and to increase the proportion of Continuing employment FTE in comparison to Fixed-Term or Casual employment. As part of this shared objective, all continuing vacancies will be advertised internally for a minimum of five working days to allow for current staff at the University to apply and be considered - ahead of external recruitment.
The University of Melbourne
We take pride in our people, who all contribute to our mission to benefit society through the transformative impact of education and research. Discover more via our website and stay connected with our stories and people on LinkedIn.
Your next career opportunity
As a Service Delivery Domain Specialist at the University of Melbourne, you'll have the opportunity to become to work across variety of domains. You'll provide critical support to staff, lead process improvement, enhance knowledge and quality assurance, and bridge the gap between service delivery and engineering teams. This role offers you the chance to develop broad technical expertise while driving customer service excellence in a dynamic university environment.
Your responsibilities will include:
- Provide Expert Support: Act as an escalation point for consultants, resolving complex issues across multiple support channels.
- Drive Process Improvement: Assess, design, and document enhancements to existing and new service delivery functions.
- Quality Assurance: View client experience and identify opportunities to improve the experience and provide feedback to staff and senior management.
- Collaborate Across Teams: Foster strong relationships with COOP areas and provide mentoring to peers and trainees.
You may be a great fit if:
You are a customer-focused professional with significant domain knowledge in IT services, possess high level initiative and be proactive in problem-solving, with the ability to thrive in a fast-paced, collaborative environment.
You may also:
- Have a relevant qualification or extensive experience in IT service delivery.
- Possess strong technical and operational knowledge across a diverse support environment.
- Demonstrate effective communication and stakeholder engagement skills.
- Have experience in knowledge management and process improvement.
- Show a commitment to continuous learning and professional development.
For further information please refer to the attached PD.
What we offer you!
We offer the opportunity to be part of a vibrant community and enjoy a comprehensive range of benefits to support your success and sense of fulfilment, including:
- Supportive flexible work arrangements underpinned by our commitment to inclusion and well-being
- Progressive, considerate leave provisions to empower your work-life balance
- Salary packaging and access to a range of discounted services including Bupa health insurance
- Health and well-being services including a leading Employee Assistance Program
- Comprehensive career development and training, plus a 25% discount on UniMelb graduate courses for your immediate family members!
For more information check out our benefits page!
Your new team – Client Services
Client Services is an omni channel service access and delivery group, Customer Relationships, Digital Dexterity, Service Management Practice Single point of first contact for service consumers focused on user experience and service improvement.
There are four teams in Client Services:
- Service Delivery
- Digital Workplace Services
- Service Management Practice
- Relationship Management
Be Yourself
The University of Melbourne is an Equal Opportunity Employer and a child-safe organisation. We are committed to creating an inclusive and equitable workplace where all individuals feel valued, respected, and have the opportunity to thrive regardless of gender identity, ethnicity, sexual orientation, disability, age, being a parent or having caring responsibilities.
The University of Melbourne is committed to fostering a barrier-free and inclusive recruitment process. We are dedicated to providing reasonable adjustments for candidates throughout the application and interview stages, including accessible document formats and alternative application methods. To discuss your specific requirements, please feel free to contact Kim Groizard +61 3 9035 3218 or send an email titled 'Reasonable Adjustments' to hr-careers@unimelb.edu.au. You can find more information for applicants requiring reasonable adjustments on our Careers website: https://about.unimelb.edu.au/careers
Aboriginal and Torres Strait Islander Applicants
We aspire to be the University of choice for Indigenous Australians, with unprecedented investment to attract, nurture and retain Aboriginal and Torres Strait Islander students and staff. Tangible support through a range of programs and initiatives will ensure that you personally succeed and flourish while at the University of Melbourne.
For further information, including our 2023-2027 Indigenous strategy please visit -https://about.unimelb.edu.au/reconciliation/murmuk-djerring
If you are a member of an Aboriginal and/or Torres Strait Islander community and would like any support, please feel free to contact our Indigenous Employment & Development team via email at oied-hr@unimelb.edu.au.
Working at the University – what you need to know
This role requires the successful candidate to maintain a Working with Children Check The successful candidate can apply for the WWCC as part of the onboarding process. In the case the selected candidate doesn't have a valid Working with Children Check, they will be able to apply for the WWCC as part of the initial onboarding procedures.
Please note: Visa sponsorship is not available for this position. This role requires current valid work rights for Australia.
Join Us and unlock your career potential!
Is this the perfect opportunity for you? Apply today! Including the following documents:
- Resume
- Cover Letter outlining your interest and experience
Please note that you are not required to respond to the selection criteria in the Position Description.
If you have any questions regarding the recruitment process, please feel free to contact Mick Powar via email at hr-careers@unimelb.edu.au, ensuring that you include the Position Number and the Job Title as the subject. Please do not share your application to this email address.
If you have any particular questions regarding the job please follow the details listed on the Position Description.
Position Description