Service Management Specialist (Targeted)

• Full-time, continuing role within Information and Communications Technology (ICT) at the University of Sydney

• Location: [Darlington/Camperdown/Sydney Travel] on Traditional Custodians Country

• Base salary from $117,133 - $127,610 + 17% Superannuation 

This is a Targeted Aboriginal and Torres Strait Islander Position. While we welcome applications from all candidates, this is a targeted role for Aboriginal and Torres Strait Islander people. As part of our commitment to diversity and inclusion, Aboriginal and Torres Strait Islander candidates will be assessed as a priority. This Exemption is claimed under Section 21 of the Anti-Discrimination Act 1977. 

About the opportunity  

Your key responsibilities will be to:  

• Work closely with Engagement Partners, faculties, schools and professional service teams to improve ICT service experiences.

• Coordinate the resolution of complex ICT requests, incidents and cross-team service issues.

• Identify recurring trends, service gaps and opportunities for continuous improvement.

• Simplify and improve ICT processes to create more efficient and transparent stakeholder experiences.

• Build and maintain effective relationships across diverse stakeholder groups within assigned portfolios.

• Support culturally appropriate engagement and communication practices when working with Aboriginal and Torres Strait Islander peoples and communities.

• Monitor service performance, identify risks and contribute to ongoing service improvement initiatives.

• Map and continuously improve end-to-end ICT service pathways, reducing handoffs and friction for Faculties and Professional Service Units.

• Develop and maintain reports and dashboards (e.g. Power BI) to provide clear insights into service demand, trends and performance.

• Contribute to regular reporting on demand and service performance, supporting prioritisation and resource allocation across the Engagement function.

• Develop knowledge articles, process guides and supporting materials to improve stakeholder self-service and understanding of ICT processes.

• Help educate stakeholders on the ICT service model, including appropriate pathways for requests, incidents and escalations.

• Contribute to service standards, governance and consistency across faculties, schools and professional service units 

Why work with us 

We are committed to creating a culturally safe, supportive and inclusive workplace for Aboriginal and Torres Strait Islander staff. 

Key benefits include: 

• Generous cultural leave and flexible working arrangements

• Access to Indigenous professional and career development programs, including mentoring, Leadership programs, and development funding 

• Participation in an internal Indigenous staff network, providing cultural connection, peer Support and professional development opportunities 

• YURA network (promoting sharing of experiences, and professional support for Aboriginal and Torres Strait Islander staff members) 

• Tax-efficient salary packaging options for cars, laptops, and additional contributions to your superannuation fund 

About you 

• Experience in Service Management, ICT, Shared Services, or similar customer-focused technology environments, with demonstrated experience delivering service improvements.

• Experience working with ServiceNow, Jira, Clarity, Power BI, or similar service management and reporting platforms. 

• Strong process improvement mindset, with the ability to identify inefficiencies and streamline service delivery.

• Strong problem-solving, analytical and critical thinking skills.

• Excellent written and verbal communication skills, with the ability to translate complex technical concepts into clear, user-focused narratives

• Experience creating reports, dashboards and data visualisations (e.g. Power BI) to support decision-making.

• Understanding of ITIL and contemporary Service Management principles, with the ability to identify and streamline inefficient processes. 

• Demonstrated ability to analyse service data, identify trends, and translate insights into meaningful outcomes for non-technical audiences. 

• Experience building and maintaining effective relationships across diverse stakeholder groups within complex organisations. 

• An understanding of, and respect for, the diverse cultures, histories, and perspectives of Aboriginal and Torres Strait Islander peoples, with the ability to contribute positively within a collaborative team environment. 

How to apply 

If you're looking for an opportunity to contribute to meaningful work while building your career in a world-class university environment, we would love to hear from you. 

Applications (including a cover letter, CV, and any additional supporting documentation) can be submitted via the Apply button at the top of the page.   

For employees of the University or contingent workers, please login into your Workday account and navigate to the Career icon on your Dashboard.  Click on USYD Find Jobs and apply.

Accessibility and inclusion 

The University of Sydney is committed to creating an inclusive recruitment experience for all candidates. If you require adjustments or additional support at any stage of the recruitment process, we encourage you to let us know. 

This may include adjustments to the interview format, additional time, breaks, accessible interview locations, receiving materials in advance, or any other practical support that will help you participate comfortably. 

For a confidential discussion about the role, or if you require reasonable adjustment or any documents in alternate formats, please contact Camila Garcia [email protected] 

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EEO statement  

At the University of Sydney, our shared values are trust, accountability and excellence and we strive to be a place where everyone can thrive. We are committed to creating a University community that thrives through diversity and reflects the wider community that we serve. We deliver on this through our commitment to diversity and inclusion, evidenced by our people and culture programs, as well as key strategies to increase participation and support the careers of Aboriginal and Torres Strait Islander People, women, people living with a disability, people from culturally and linguistically diverse backgrounds, and those who identify as LGBTIQ+. We welcome applications from candidates from all backgrounds.  

We are proud to be recognised as an Australian Workplace Equality Index (AWEI) Gold employer. Find out more about our work on diversity and inclusion.   

Pre-employment checks 

Your employment is conditional upon the completion of all role required pre-employment or background checks in terms satisfactory to the University. 

Also, to meet the University’s obligations under the National Higher Education Code to Prevent and Eliminate Gender-Based Violence you will be asked to declare if you have been investigated for, or found to engaged in, sexual harm or gender-based violence in the course of previous employment or in a legal process. 

Sponsorship / work rights for Australia 

You must have unrestricted work rights in Australia for the duration of this employment to be eligible to apply. Visa sponsorship is not available for this appointment. 

The University reserves the right not to proceed with any appointment.