Working at UAC

Team Lead, Service Management Office

12-month fixed-term appointment (reference no. 2214)

UAC is the largest tertiary admissions centre in Australia. We believe in the value of education and are committed to providing opportunities in higher education for all members of our community.

We are in a period of significant growth as we have taken on a number of new business opportunities. As a result, we are seeking an experienced Team Lead for the Service Management Office to deliver industry best practice service management capabilities to continually improve and maintain the quality, efficiency and effectiveness of services.

About the role

You will work in the Service Management Office and implement best practice service management to help UAC deliver services to our customers.

In particular, you will be responsible for the further development of our Service Desk and the ongoing administration of this facility. You will work in partnership with internal and external stakeholders to define and implement service requests in the Service Desk and train users on how to use the facility.

To succeed in the role, you will have:

  • the ability to manage service requests effectively by ensuring that service issues are identified, addressed and reported
  • the ability to resolve incidents efficiently by consulting with stakeholders and obtaining agreement on remediation actions
  • the skills to mentor team members in the service management area to improve overall outcomes from the Service Management Office
  • excellent interpersonal skills and the aptitude to develop effective working relationships with UAC staff and external clients
  • demonstrated success in delivering service objectives, service reporting and automation of service requests
  • experience and working knowledge of ITIL framework
  • at least four years’ experience and training in IT service management.

    What’s in it for you?

    We’re a dynamic organisation where your potential to learn, grow and develop has no boundaries. UAC offers a career with purpose and meaning; your work will make a difference.

    We’re currently offering the flexibility to work both in the office and from home. We’ve got the technology platforms and ethos to ensure that our remote teams continue to stay connected!

    So, if you’d like to be part of this journey, we are keen to hear from you!

    Remuneration: The salary range for this position is $130,937.81 to $147,672.50 pro rata (includes base salary plus 17% employer superannuation contribution and annual leave loading).

    How to apply

    1. Download the Service Management Office Team Lead information package. For your application to be considered, you must provide a written response to each of the selection criteria in the position description.
    2. Email your cover letter, resume, responses to the selection criteria and copies of relevant qualifications to Include the job reference number 2214 in your application.

    Enquiries: Call Jennie Edwards on (02) 9752 0724 or email