Director of Frontline IT & Service Delivery

CQUniversity Centre for Professional Development; Rockhampton Regional; On-site; AUD 126,000 - 136,000; Full time

Benefits offered by this job

17% superannuation

5.4 weeks annual leave

10 days personal/sick leave

5 days carer’s leave

Parental leave 26 weeks

Employee Assistance Program

Fitness Passport

Job summary

CQUniversity Rockhampton invites applications for a senior leader to oversee frontline client services across IT, Library and Facilities through TaSAC, delivering a seamless, customer-focused experience for staff, students and community members.

You will coordinate Level 0 and Level 1 support, manage daily operations, rostering, performance and a geographically dispersed team, while leading major incident responses and shaping service delivery with Digital Services leaders.

Qualifications

• A degree with subsequent relevant experience; or extensive relevant experience and specialist expertise; or an equivalent combination of experience and education/training.
• Proven experience leading and managing a team, including workload allocation, rostering and performance management.
• Excellent communication and interpersonal skills with diverse stakeholders.

Responsibilities

• Leading frontline service operations and optimising team resources and performance.
• Coaching, mentoring and developing a high-performing team.
• Coordinating major incident responses and stakeholder communications.
• Monitoring service quality and driving continual improvement.
• Contributing to change enablement and related communications.

Skills

Leadership

Team management

Customer service

Communication

Change management

Education

Degree in related field

Job description

CQUniversity Rockhampton invites applications for a senior leader to oversee frontline client services across IT, Library and Facilities through TaSAC, delivering a seamless, customer-focused experience for staff, students and community members.

You will coordinate Level 0 and Level 1 support, manage daily operations, rostering, performance and a geographically dispersed team, while leading major incident responses and shaping service delivery with Digital Services leaders.