Frontline IT Service Delivery Manager

CQUniversity; 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

6 months parental leave

Professional development opportunities

Employee Assistance Program

Job summary

CQUniversity Rockhampton's Digital Services Directorate is seeking an experienced leader to oversee frontline client services, delivering a seamless, customer-focused experience for staff, students and community members. You will manage Level 0 and Level 1 support through TaSAC, covering IT, Library and Facilities incidents and service requests.

Leading a geographically dispersed team, you will coordinate daily operations, rostering and performance, drive continual service improvement and manage

Qualifications

• Degree with relevant experience or an equivalent combination of education and training.
• Demonstrated experience leading and managing a team, including workload allocation, rostering, performance management and staff development.
• Excellent communication and interpersonal skills, with the ability to collaborate with diverse stakeholders and deliver quality customer service.
• Strong organisational and problem-solving skills, with the ability to manage competing priorities, take initiative and achieve operational targets.
• Experience monitoring service performance, identifying improvements and enhancing service delivery.

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 across the Digital Services Directorate
• Contributing to change enablement and related communications

Skills

Team leadership

Stakeholder management

Service management

Communication skills

Incident management

Education

Degree in relevant field

Tools

ITIL framework

ServiceNow

Job description

CQUniversity Rockhampton's Digital Services Directorate is seeking an experienced leader to oversee frontline client services, delivering a seamless, customer-focused experience for staff, students and community members. You will manage Level 0 and Level 1 support through TaSAC, covering IT, Library and Facilities incidents and service requests.

Leading a geographically dispersed team, you will coordinate daily operations, rostering and performance, drive continual service improvement and manage