Senior Manager End User Services

TheRole

As theSenior ManagerEnd User Servicesyou willberesponsible forleadership and management of a team that deliver high-quality customer-focused Level 0/1 IT support and services for DTS including the IT Service Desk.

In this role you will:

• oversee the design implementation and continuous improvement of ITIL-aligned service management practicesincludingincident request problem servicecatalogueand knowledge management
• contribute to thecontinuousimprovementbyprovidingappropriate resourceallocationguides and standardsand quality assurance
• drivea culture of service excellence driving operational efficiency and ensuring alignment between DTS and the universitys strategic goals
• manage and mentor your team providing guidance and performance support

This full-time position is a 2-year fixed-term role at a HEW9Higher Education Levellocatedonsite at Callaghan Campus(Awabakal Land).

How will you inspire us

You will have:

• Demonstrated extensive experience in developing and implementing ITIL and service management practices
• Proven experience andexpertisein leading a high-performance customer support team to deliver exceptional outcomes
• Demonstrated experience in driving process improvement including process mapping and data collection to inform improvement initiatives
• Outstanding communication and interpersonal skills including capacity to build relationships and an interdisciplinary way of working and an ability to manage internal and external relationships

About ourUniversity

The University of Newcastle stands as a global leader distinguished by a commitment to equity and excellence. Our vision is to be a world-leading University for our regions and creating a better future for our regions and the globe. Underpinned by this vision are our values of excellence equityengagementand sustainability.

What we offer

In addition to working for a university that is breaking boundaries discovering new ways ofthinkingand cementing a place as a global leader we offer a range of benefits to our employees to ensure you balance your commitments stayhealthyand work effectively.

These include:

• Theremunerationfor this position isfrom$136030-$ and iscommensuratewith skills and experience
• Flexible working arrangements (in line with the UniversitysFlexible Work Policy
• 17% super and salary packaging
• Additional University Holiday days generous personal leave and parental leave annual leaveloadingandadditionalpurchased leave scheme
• Discounts in private health insurance gym memberships software travel and more
• A range of support and wellbeing programs.

Your next steps

Important informationbefore you apply:

• Applications for this position will only be accepted from those with Australian residency or a valid work permit.

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 the how will you inspire us you will have: heading in this advert using an example for each to demonstrate

Please upload your Cover Letter and response to the requested points as one PDF document. This document should not exceed 3 pages.

We value diversity and strive to ensure that our recruitment processes areequitable inclusive and barrier-free. If you require an alternative pathway to view the Position Description or tosubmitan application please reach out to

We alsoseekto provide a fair chance to all applicants by providing reasonable adjustments whererequiredduring the assessment and interview phases of the recruitment process.

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.

The completion and return of the Universitys Gender-based Violence Declaration Form will form part of the pre-employment checks for this position and any offer of employment will be conditional upon review by the University.

Our adherence to the Code 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.

Contact Us

For specificpositionenquiries please contactBen PateyAssociate Director Solutionsviaemail

Applications for this position will only be accepted from those with Australian residency or a valid work permit. We are unable to offer visa sponsorship for this role.

Having Difficulties Please reach out to us:

Closing date:Wednesday 11th February11:59pmAEST

We are excited to beLooking Aheadwith you

#LI-KG1