Manager Client Experience and Enablement

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

Benefits offered by this job

Salary packaging options

Relocation assistance

Free on campus parking

EAP and wellbeing support

Generous leave entitlements

Job summary

University of New England is seeking a Manager Client Experience and Enablement to lead the front door of digital support. You will oversee client-facing IT services across portals, phone, email and in-person channels, focusing on reliable daily operations and strategic improvements.

You will manage a frontline team, coordinate demand with technology partners, and drive service improvements using feedback, self-service and improved workflows.

Qualifications

• Demonstrated experience leading a client-facing IT support or service operation with evidence of improving service quality, resolution outcomes and self-service success.
• Confident people leadership, including managing performance and coaching capability across multiple teams.
• Experience translating client feedback and service data into practical improvements to processes, knowledge, support channels and workflows.
• Strong stakeholder skills with the ability to manage competing priorities and communicate clearly during change, with sound judgment in AI/automation.

Responsibilities

• Lead the front door of digital support at UNE and oversee quality and performance across portal, phone, email and in-person channels.
• Direct a frontline team, coordinate demand across Technology and Digital Services, and use data to drive improvements.
• Enhance self-service and knowledge quality and partner with Service Platform to improve ServiceNow workflows, routing, automation and AI-assisted support.
• Drive reliable daily operations while redesigning how support works to reduce avoidable contacts.

Skills

People leadership

Client-facing IT support

Process improvement

Stakeholder management

AI & automation

Education

Postgraduate qualifications

Tools

ServiceNow

ITIL

AI tools

Job description

Manager Client Experience and Enablement

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 leave
• 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 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 shift from traditional support to a 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 including strengthening self-service and knowledge quality, and partnering with the Service Platform team to improve ServiceNow workflows, routing, automation and AI-assisted support. The role suits a manager who values reliable daily operations and the challenge of redesigning how support works. Success will be visible in stronger resolution quality, better client journeys, greater self-service success and fewer avoidable contacts.

About you

You are an experienced service leader who can run reliable daily operations while looking beyond the immediate queue to understand why demand is occurring and what needs to change. You are comfortable leading a frontline team in a visible environment, addressing performance directly and using data and feedback to drive improvement.

To succeed in this role, you will bring:

• Demonstrated experience leading a client-facing IT support or service operation, with evidence of improving service quality, resolution outcomes and self-service success
• Confident people leadership, including managing performance, coaching capability and coordinating work across multiple teams to ensure issues are resolved
• Experience translating client feedback and service data into practical improvements to processes, knowledge, support channels and ServiceNow workflows, routing and automation
• Strong stakeholder skills, with the ability to manage competing priorities and communicate clearly during change, with sound judgement in the use of AI and automation
• Postgraduate qualifications and extensive relevant experience, or an equivalent combination of education, training and experience

Experience with ITIL, walk-up support, higher education, ServiceNow 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: ************@une.edu.au

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 **************@une.edu.au or on 02 6773 3***.

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.

For further information about this position, please see the Position Statement below.

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

Closing Date: 11:59pm, Sunday 15 November 2026

Reference No: 225321

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

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, Armidales 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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