Senior Manager, Client Experience & Enablement

University of New England; Armidale; In loco; AUD 116.000 - 135.000; Tempo pieno

Vantaggi offerti da questo lavoro

Salary packaging options

Relocation assistance

Free on campus parking

EAP and wellbeing support

Generous leave entitlements

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

People leadership

Client-facing IT support

Process improvement

Stakeholder management

AI & automation

Formazione

Postgraduate qualifications

Strumenti

ServiceNow

ITIL

AI tools

Descrizione del lavoro

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.