Senior Manager End User Services

The Role 

As the Senior Manager, End User Services you will be responsible for leadership and management of a team that deliver high-quality, customer-focused Level 0/1 IT support and services for DTS including the IT Service Desk.  

In this role you will: 

• oversee the design, implementation, and continuous improvement of ITIL-aligned service management practices including incident, request, problem, service catalogue and knowledge management 
• contribute to the continuous improvement by providing appropriate resource allocation, guides and standards, and quality assurance 
• drive a culture of service excellence, driving operational efficiency, and ensuring alignment between DTS and the university’s strategic goals 
• manage and mentor your team providing guidance and performance support 

This full-time position is a 2-year fixed-term role at a HEW 9 Higher Education Level located onsite at Callaghan Campus (Awabakal Land). 

How will you inspire us? 

You will have: 

• Demonstrated extensive experience in developing and implementing ITIL and service management practices 
• Proven experience and expertise in leading a high-performance customer support team, to deliver exceptional outcomes 
• Demonstrated experience in driving process improvement including process mapping and data collection to inform improvement initiatives 
• Outstanding communication and interpersonal skills including capacity to build relationships and an interdisciplinary way of working and an ability to manage internal and external relationships 

About our University 

The University of Newcastle stands as a global leader distinguished by a commitment to equity and excellence. Our vision is to be a world-leading University for our regions and creating a better future for our regions and the globe. Underpinned by this vision are our values of excellence, equity, engagement and sustainability.  

What we offer 

In addition to working for a university that is breaking boundaries, discovering new ways of thinking and cementing a place as a global leader, we offer a range of benefits to our employees to ensure you balance your commitments, stay healthy and work effectively. 

These include: 

• The remuneration for this position is from $136,030  - $145,745 p.a. + superannuation and is commensurate with skills and experience 
• Flexible working arrangements (in line with the University’s Flexible Work Policy 
• 17% super and salary packaging 
• Additional University Holiday days, generous personal leave and parental leave, annual leave loading and additional purchased leave scheme 
• Discounts in private health insurance, gym memberships, software, travel and more 
• A range of support and wellbeing programs.  

Your next steps 

Important information before you apply: 

• Applications for this position will only be accepted from those with Australian residency or a valid work permit. 

Your application must include:  

• Current resume/CV including qualifications and relevant training; and 
• Cover letter outlining your motivation and addressing each of the criteria listed below the ‘how will you inspire us – you will have:’ heading in this advert using an example for each to demonstrate 

Please upload your Cover Letter and response to the requested points as one PDF document. This document should not exceed 3 pages. 

We value diversity and strive to ensure that our recruitment processes are equitable, inclusive, and barrier-free. If you require an alternative pathway to view the Position Description or to submit an application, please reach out to employment@newcastle.edu.au. 

We also seek to provide a fair chance to all applicants by providing reasonable adjustments where required during the assessment and interview phases of the recruitment process. 

Our assessment process

Typically candidates that progress beyond the shortlist stage can expect to undertake the following (minimum) assessment activities as part of the recruitment process:

• Interview (an ‘in person’ interview will be conducted as part of the process)
• Referee checks
• Pre-employment checks as appropriate to the role 

Our University is committed to creating a safe, respectful, and inclusive environment for every member of our community. This commitment is central to our values and our efforts to build a diverse workforce where everyone can thrive.

As part of this, and in alignment with the National Higher Education Code to Prevent and Respond to Gender-Based Violence 2025, from 1 January 2026, the University will also consider gender-based violence risk factors as part of our recruitment processes.

The completion and return of the University’s Gender-based Violence Declaration Form will form part of the pre-employment checks for this position and any offer of employment will be conditional upon review by the University.

Our adherence to the Code is about more than compliance—it’s about living our values. Together, we can ensure our University remains a place where respect, safety, and inclusion are non-negotiable.

Contact Us 

For specific position enquiries, please contact Ben Patey, Associate Director Solutions via email Ben.Patey@newcastle.edu.au  

Applications for this position will only be accepted from those with Australian residency or a valid work permit. We are unable to offer visa sponsorship for this role. 

Having Difficulties? Please reach out to us: employment@newcastle.edu.au 

Closing date: Wednesday 11th February 11:59pm AEST 

We are excited to be Looking Ahead with you 

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