Head of Service Delivery

Lead Service Delivery Management at the University of Newcastle

The University of Newcastle is seeking experienced and strategic Heads of Service Delivery to provide end-to-end leadership and accountability for the delivery, optimisation, and continuous improvement of DTS services within a defined Capability Area.

Our Capability Area portfolios are:

• Digital Experience - this portfolio creates seamless, engaging environments for students and staff. Focuses on blended learning, virtual library access, campus technology, and collaboration tools.
• Digital Engagement - transforms how we connect with students and the community. Enhances the student lifecycle, builds external partnerships, and streamlines staff workflows.
• Data, Research & Integration - Enables data-driven decisions and accelerates research. Delivers integration platforms, data governance, open data access, and research solutions.
• Core Tech - provides foundational technology for operations and innovation. Manages corporate systems, cloud, networks, voice services, and infrastructure resilience.

In these senior leadership roles, each of which reports to the Associate Director, Delivery you will take full accountability for the end-to-end service delivery management of digital products and services within a designated Capability Area portfolio.

The roles encompass oversight of operational service delivery, project execution, vendor and partner management, customer success and resource management. As Head of Service Delivery you will work closely with cross‑functional teams, driving business value and ensuring measurable value delivery through continuous improvement and stakeholder engagement.

Full details of the roles are available by reviewing the Position Description.

These positions are based at our Callaghan Campus and will be offered on a five‑year fixed‑term contract basis.

You’re a senior technology leader with a proven track record in delivering major technology programs within large, complex organisations. You bring:

• Extensive experience in IT service delivery as well as project management, change management, and strategic planning.
• Proven capability to generate business value by delivering exceptional service and ensuring customer success.
• Strong leadership skills with the ability to motivate teams and lead through influence.
• High‑level stakeholder engagement and communication skills.
• Relevant industry certifications (e.g., ITIL, PMP).
• A demonstrated proactive bias toward delivery outcomes by anticipating potential obstacles, taking initiative to resolve issues early, and prioritising actions that accelerate progress toward agreed objectives.

DTS delivers cutting‑edge, innovative and cost‑effective digital solutions and services to the University’s staff and students, enabling excellence in education, research, and engagement. We are repositioning as a technology integrator, broker, trusted advisor, and innovator—empowering the University to embark on the next phase of our strategic journey.

At the University of Newcastle, we’re proud to be ranked in the top 1% of universities worldwide and our rankings for Climate Action (2nd globally) and for Good Health and Wellbeing (9th globally) put us among the top 40 globally for impact. We offer:

• Competitive contract terms
  :
  Market competitive remuneration package (includes a generous employer superannuation contribution) on a five‑year fixed term contract basis.
• Flexibility and balance
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  Family‑friendly policies, childcare centres and leave entitlements to support carer responsibilities.
• Wellbeing
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  We are a healthy university, with staff wellbeing programs, confidential EAP, discounted fitness passport, corporate health plans and medical centre.

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If viewing this on a job board other than the University’s, please click ‘Apply’ to reach our website where you can access the Position Description. Please download a copy before commencing your application.

Your application must include:

• Current resume/CV including qualifications and relevant training;
• Cover letter outlining your…