Head of Service Delivery

Lead Service Delivery Management at the University of Newcastle

The University of Newcastle is seeking experienced and strategic Heads of Service Delivery to provide end-to-end leadership and accountability for the delivery optimisation and continuous improvement of DTS services within a defined Capability Area.

Our Capability Area portfolios are:

Digital Experience - this portfolio creates seamless engaging environments for students and staff. Focuses on blended learning virtual library access campus technology and collaboration tools.

Digital Engagement -transforms how we connect with students and the community. Enhances the student lifecycle builds external partnerships and streamlines staff workflows.

Data Research & Integration - Enables data-driven decisions and accelerates research. Delivers integration platforms data governance open data access and research solutions.

Core Tech - provides foundational technology for operations and innovation. Manages corporate systems cloud networks voice services and infrastructure resilience.

The Roles

In these senior leadership roles each of which reports to the Associate Director Delivery you will take full accountability for the end-to-end service delivery management of digital products and services within a designated Capability Area portfolio.

The roles encompass oversight of operational service delivery project execution vendor and partner management customersuccessandresource management. As Head of Service Delivery youwill work closely with cross functional teams driving business value and ensuring measurable value delivery through continuous improvement and stakeholder engagement.

Full details of the roles are available by reviewing the Position Description.

These positions are based at our Callaghan Campus and will be offered on a five-year fixed-term contract basis.

About You

Youre a senior technology leader with a proven track record in delivering major technology programs within large complex organisations. You bring:

• Extensive experience in IT service delivery as well as project management change management and strategic planning.
• Proven capability to generate business value by delivering exceptional service and ensuring customer success.
• Strong leadership skills with the ability to motivate teams and lead through influence.
• High-level stakeholder engagement and communication skills.
• Relevant industry certifications (e.g. ITIL PMP).
• A demonstrated proactive bias toward delivery outcomes by anticipating potential obstacles taking initiative to resolve issues early and prioritising actions that accelerate progress toward agreed objectives.

About Digital Technology Solutions (DTS)

DTS delivers cutting-edge innovative and cost-effective digital solutions and services to the Universitys staff and students enabling excellence in education research and engagement. We are repositioning as a technology integrator broker trusted advisor and innovatorempowering the University to embark on the next phase of our strategic journey.

Why Join Us

At the University of Newcastle were proud to be ranked in the top 1% of universities worldwide and our rankings for Climate Action (2^nd globally) and for Good Health and Wellbeing (9^th globally) put us among the top 40 globally for impact. We offer:

Competitive contract terms:Market competitive remuneration package (includes a generous employer superannuation contribution) on a five-year fixed term contract basis.

Flexibility and balance: Family-friendly policies childcare centres and leave entitlements to support carer responsibilities.

Wellbeing: We are a healthy university with staff wellbeing programs confidential EAP discounted fitness passport corporate health plans and medical centre.

Explore More: See ourbenefits at a glance.

Your Next Steps

If viewing this on a job board other than the Universitys please click Apply to reach our website where you can access the Position Description. Please download a copy before commencing your application.

Your application must include:

Current resume/CV including qualifications and relevant training; and

Cover letter outlining your motivation and addressing each of the criteria listed below using an example for each to demonstrate:

• Proven experience managing complex service environments vendor ecosystems and resource teams.
• Experiencein the successful delivery of projects and programsutilising highly developed organisation skills andhigh-qualitystandardsto deliver on time and within budget.
• Ability to drive business value through service excellence and stakeholderengagement.
• High level leadership and management skills including proven ability to motivate staff todeliver onperformanceexpectations andgoals.
• Experience in resolution and mitigation strategiestoidentifyand resolve service reliability issues.
• Outstanding communication and interpersonal skills withdemonstratedcapacity to develop and implement delivery strategies and ability to negotiate and influence others to deliver on commitmentsand deadlines.

In your Cover Letter you must identify which Capability area(s) you wish to be considered for. You can express interest in more than one Capability area.

Your Cover Letter should not exceed 4 pages (approximately 2000 words).

For specific position enquiries please contact Sam OConnor Senior Manager Change and Projects Digital Technology Solutions via email

Having difficulties with your application Please reach out to the Talent Acquisition team via quoting reference DTSWPC104

Closing date: Wednesday 28^th January 2026 at 11:59pm AEDT

Our assessment process

Typically candidates that progress beyond the shortlist stage can expect to undertake the following (minimum) assessment activities as part of the recruitment process:

• Interview (an in person interview will be conducted as part of the process)
• Referee checks
• Pre-employment checks as appropriate to the role

Our University is committed to creating a safe respectful and inclusive environment for every member of our community. This commitment is central to our values and our efforts to build a diverse workforce where everyone can thrive.

As part of this and in alignment with the National Higher Education Code to Prevent and Respond to Gender-Based Violence 2025 from 1 January 2026 the University will also consider gender-based violence risk factors as part of our recruitment processes.

This change is about more than complianceits about living our values. Together we can ensure our University remains a place where respect safety and inclusion are non-negotiable.

Our University

Ranked in the top 1% of the worlds universities our vision is to be a world-leading university for our regions.

We are committed to delivering an exceptional student experience preparing graduates for life and serving our regions by taking research that matters to the world and bringing our global expertise home.

The University of Newcastle acknowledges the traditional custodians of the lands within our footprint areas. We extend that respect to the homelands of our students and staff. We also pay respect to the wisdom of our Elders past and present. We are fully committed to building on our strengths in Indigenous higher education and providing a supportive space for our Indigenous students staff and communities.

The University of Newcastle is committed to equity diversity and inclusion. We value the unique backgrounds experiences and perspectives each person brings to our community and strive to create a culture of belonging where everyone can thrive. We encourage applications from Aboriginal and Torres Strait Islander peoples women people with diverse gender identities and sexualities people living with disability and those from culturally and linguistically diverse backgrounds.

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