IT Service Delivery Leader — Frontline & Incident Response

CQUniversity Australia; 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 paid parental leave

Employee Assistance Program

Career development opportunities

Job summary

CQUniversity Australia seeks an experienced IT Service Manager to lead frontline client services for staff, students and community members. You will oversee Level 0 and Level 1 support through TaSAC, driving service excellence and a high-performing, geographically dispersed team.

You will coordinate major incidents, stakeholder communications, and continuous improvement across Digital Services, enabling exceptional customer experiences and reliable IT operations within a large education

Qualifications

• A degree with subsequent relevant experience; or extensive relevant experience and specialist expertise; or an equivalent combination of experience and education/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.
• Experience leading a contact centre, service desk or frontline support team.
• Experience coordinating major incidents and stakeholder communications.
• Experience working in higher education or a large, complex organisation.

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 communication

Customer service management

Incident & service delivery management

Education

Degree in IT or related field

Job description

CQUniversity Australia seeks an experienced IT Service Manager to lead frontline client services for staff, students and community members. You will oversee Level 0 and Level 1 support through TaSAC, driving service excellence and a high-performing, geographically dispersed team.

You will coordinate major incidents, stakeholder communications, and continuous improvement across Digital Services, enabling exceptional customer experiences and reliable IT operations within a large education