Manager Client Experience and Enablement

University of New England (AU); Armidale; On-site; AUD 116,000 - 135,000; Full time

Benefits offered by this job

Relocation assistance

Salary packaging options

Free on campus parking

On campus facilities and amenities

Employee Assistance Program (EAP)

Diverse workplace and Ally Network

Job summary

University of New England (UNE) is seeking a Manager of Client Experience and Enablement to lead front-line digital support services on campus. The role focuses on improving service quality, reducing repeat contacts, and enabling efficient self-service through knowledge and tools.

You will shape in-person, phone, email and portal support, coordinating across Technology and Digital Services while driving ServiceNow workflow and AI-assisted enhancements.

Qualifications

• Experience leading a client-facing IT support or service operation.
• Proven track record of improving service outcomes and client satisfaction.
• Ability to coordinate across multiple technical/service teams and drive improvements.

Responsibilities

• Lead the frontline IT support service across portal, phone, email and in-person channels.
• Drive improvements in self-service, knowledge quality and client enablement.
• Turn client feedback and data into actionable service improvements and workflows.
• Partner with Service Platform teams to optimize workflows and automation.

Skills

Client-facing IT support

People leadership

Service data analysis

Stakeholder management

ServiceNow

Automation awareness

Education

Postgraduate qualifications or progress towards postgraduate qualifications

Tools

ServiceNow

Job description

Manager Client Experience and Enablement

Technology and Digital Services

• Continuing, full-time
• $ 116,343 to $ 135,019 per annum (HEO8) + 17% super
• Salary packaging options available
• Generous leave entitlements including Christmas shutdown, parental, cultural, gender affirmation & domestic violence
• 5 weeks annual leave + Christmas shutdown leav
• Armidale Based.
• Relocation assistance available
• Free on campus parking
• On campus state of the art sporting and athletic facilities (Sport UNE)
• Employee Assistance Program (EAP) and wellbeing support
• Diverse and supportive workplace with UNE Ally Network, Equity Committee, Queer Space

About the role

This role leads the team at the front door of digital support at UNE. You will be responsible for the quality and performance of client-facing IT services across portal, phone, email and in-person channels, while helping the University move from traditional support to a service model that builds confidence, reduces repeat demand and makes it easier for people to get things done.

You will lead a team, coordinate demand across Technology and Digital Services, and turn service data and client feedback into practical improvements. The work includes strengthening UNE's in-person support model, lifting self-service and knowledge quality, and partnering with the Service Platform team to improve ServiceNow workflows, routing, automation and AI-assisted support.

The opportunity will suit a manager who enjoys the discipline of reliable daily operations and the challenge of redesigning how support works. Success will be visible in stronger resolution quality, clearer escalation pathways, better client journeys, greater self-service success and fewer avoidable contacts.

About you

You are an experienced service leader who knows that a strong client experience depends on clear standards, visible ownership and consistent follow-through. You can lead daily operations confidently while also looking beyond the immediate queue to identify why demand is occurring and what needs to change.

You will be comfortable leading a frontline team in a visible service environment, addressing performance directly and making sound decisions when demand, client expectations and operational priorities compete. You will use service data, client feedback and your own judgement to move the team from reactive support towards stronger self-service, better knowledge and more effective client enablement.

To succeed in this role, you will bring:

• demonstrated experience leading a client-facing IT support or service operation, with accountability for service quality, responsiveness and the client experience
• evidence of improving service outcomes such as resolution quality, client satisfaction, backlog management, wait times, repeat contacts or self-service success
• confident people leadership, including setting clear expectations, coaching capability, managing performance and creating accountability for agreed outcomes
• the ability to coordinate work across multiple technical and service teams, maintain effective escalation pathways and ensure issues are carried through to resolution
• experience turning client feedback and service data into practical improvements to processes, knowledge, support channels and client journeys
• the ability to translate operational needs into clear requirements for ServiceNow workflows, knowledge, routing, automation and AI-assisted support
• strong stakeholder skills, including the ability to influence priorities, manage competing expectations and communicate clearly during planned changes, service disruptions and improvement initiatives
• sound judgement in the use of automation and AI, with appropriate consideration of service quality, privacy, security, governance and human oversight
• postgraduate qualifications or progress towards postgraduate qualifications and extensive relevant experience, substantial management or technical expertise, or an equivalent combination of relevant education, training and experience.

Experience with ITIL or comparable service management practices, walk-up or in-person support, higher education or multi-campus environments, knowledge management, ServiceNow, virtual agents or AI-assisted service delivery would be highly regarded.

About Technology and Digital Services

Technology and Digital Services provides the digital infrastructure, platforms and services that support UNE. The directorate is moving towards a product-centred, AI-enabled operating model that reduces friction and delivers practical value for students and staff.

The Client Enablement team connects everyday service delivery with longer-term improvement. It works across Technology and Digital Services to make support easier to access, improve knowledge and self-service, and ensure issues are handed over and resolved effectively. This manager has a direct opportunity to shape how that experience develops.

Enquiries

To discuss this role please contact Tammy Reeves Associate Director, Client Enablement, phone: [phone] email: [e-mail]

• If you require any adjustments or support to fully participate such as an alternative format for the application form—please contact your Talent Acquisition Consultant at [e-mail] or on 02 6773 3705.
• If you have a disability and would like a confidential conversation about working at UNE, you are welcome to contact our Health, Safety and Wellbeing Team.

Applicants must have appropriate Australian work rights for the duration of this position.

Please visit www.une.edu.au/jobs-at-unefor further information about this position and other career opportunities at UNE.

About Armidale

Armidale is an attractive and vibrant city that combines all the features of a bustling regional town centre with the tranquillity of rural living. It boasts gourmet restaurants and cafes, boutique shopping, quality schools and sporting facilities. Surrounded by mountain gorges, waterfalls and national parks, Armidale’s natural beauty and distinct seasons make it an ideal place to live and thrive. To find out more, visit https://www.visitarmidale.com.au/experience . Information about relocation assistance.

UNE: A Diverse and Inclusive Workplace

At UNE, we believe our strength comes from the diversity of our people and the unique perspectives they bring. We are committed to fostering an inclusive environment where everyone is valued and empowered to contribute their best.

We warmly encourage applications from Aboriginal and Torres Strait Islander peoples, individuals with lived experience of mental health or disability, people from culturally and linguistically diverse backgrounds, and those who identify as LGBTIQIA+.

About Our Process

At UNE, we are committed to employing individuals who meet the requirements of this role and align with our values: Be Bold, Be Kind, Be Accountable, Be Connected. All applicants will be contacted and advised of an outcome.

Preferred candidates will be required to undertake pre-employment checks prior to commencing in this role, as indicated in the position description. This includes providing a National Police Check, Gender Based Violence Declaration and for some roles, a Working with Children Check prior to an offer of employment being made. Please note that people with criminal records are not automatically excluded from applying for this position, unless a specific legal requirement applies. For more information, see UNE's Pre-Employment Check Webpage.

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