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About the Role
This role is responsible for operating IT Service Management (ITSM) practices at a mature level, establishing and maintaining a service performance framework. You will track service delivery through metrics, reporting, and dashboards, enabling delivery teams and management to monitor service health, identify risks, and take corrective action.
Responsibilities
- Track service performance through meaningful dashboards, operational reporting and governance, providing visibility for ITDS Management and the College.
- Manage the review and implementation of ITSM practices across the College, ensuring documentation is fit for purpose.
- Introduce and manage an end-to-end Demand Management practice, including a practice framework, criteria and documentation.
- Have a strong understanding of ITSM and ITIL practices including setup, embed and monitor/ report / improve ITSM practices across the College.
- Lead IT Service Continuity (ITSCM) and the Disaster Recovery framework for all IT systems and infrastructure and provide support to stakeholders throughout processes.
- Support the Business Continuity (BCM) processes by ensuring that all new infrastructure and applications follow the agreed design, build and test processes to support the agreed processes and coordinate any ITSCM Tests for ITDS.
Requirements
- 7-10+ years' experience in a service delivery role on the customer side within higher education or enterprise IT environment.
- Demonstrated experience in designing, documenting, and implementing ITIL 4 aligned practices.
- Strong stakeholder engagement skills across technical and non-technical teams.
- Proven background working with ServiceNow (reporting, dashboards, workflow usage - not development).
- Strong written and verbal communication skills, with experience in documenting IT processes, policies, and procedures.
- ITIL v4 certification (Specialist or Managing Professional preferred).
Skills
- ITSM
- ITIL 4
- ServiceNow
- Demand Management
- ITSCM
- Disaster Recovery
- BCM
- Stakeholder Engagement
- Written Communication
- Verbal Communication
Location
- Inner-city campus
Work Type
- 12-month contract
- Working from home
Experience Level
- 7-10+ years
Education Level
- ITIL v4 certification (Specialist or Managing Professional preferred)
Benefits
- Flexible work environment
- Working from home
- Continuous learning and professional development
- Ongoing learning & development opportunities
- Free LinkedIn Learning access
- UTS Library access
- Staff Recognition Program
About the Company
- UTS College provides a pathway for students into the University of Technology, Sydney (UTS), one of Australia's leading universities.
- Our vision is to actualise potential and enhance lives through the power of learning, our actions and our people.
- Our purpose is to provide the best available opportunity for students to develop the knowledge, skills & attributes they need to attain their goals through market-leading courses, teaching excellence and an emphasis on the student experience.
Equal Opportunity
- Candidates are required to have full working rights for this position.