Service Delivery Consultant

Role type: Full-time; Continuing
Department: Client Services
Salary: UOM 5 - $86,943 - $99,864 p.a. plus 17% super

• Deliver customer service excellence / Ensure seamless service delivery / Collaborate with diverse stakeholders
• Apply today to become a key player in our Service Delivery team, enhancing customer satisfaction and operational efficiency
• Investing in you - benefits package including salary packaging, health and wellbeing programs, discounted services, and professional development opportunities

In line with the 2024 Enterprise Agreement clause 1.15.5 & 1.15.6.2, the University is committed to growing the number of Continuing jobs, and to increase the proportion of Continuing employment FTE in comparison to Fixed-Term or Casual employment. As part of this shared objective, all continuing vacancies will be advertised internally for a minimum of five working days to allow for current staff at the University to apply and be considered - ahead of external recruitment.  

The University of Melbourne
We take pride in our people, who all contribute to our mission to benefit society through the transformative impact of education and research. Discover more via our website.

Your next career opportunity
As a Consultant reporting to the Service Delivery Lead, you will thrive in delivering exceptional customer service and ensuring all service levels and KPIs are met. You will manage your personal queue of work, resolving service issues and requests with precision. Your role will involve investigating and resolving incidents at the first and second levels, providing immediate assistance across multiple support channels, and escalating complex issues as needed. This position offers a unique opportunity to develop your domain knowledge and contribute to the continuous improvement of service delivery operations.

Your responsibilities will include:

• Efficient Ticket Management: Log, manage, and resolve service issues and requests in a timely and accurate manner
• Immediate Support Provision: Assist academic staff, students, and external stakeholders via phone, chat, and in-person channels
• Relationship Building and Mentoring: Forge strong working relationships within the COOP and provide training for peers and trainees
• Continuous Service Improvement: Contribute to service delivery operations, ensuring responsiveness and client-focused outcomes

You may be a great fit if:
You possess significant organisational knowledge, moderate domain expertise, and thrive in delivering customer service excellence while collaborating effectively within a dynamic team environment.

You may also:

• Have undergraduate qualifications in a relevant discipline or equivalent experience
• Demonstrate industry-based service centre training or experience in delivering solutions
• Communicate effectively with a broad range of stakeholders using clear and concise methods
• Have previous experience within a service centre or in-person support team in a large organisation
• Possess domain-specific knowledge or experience in one or more supported domains

For further information please refer to the attached PD.

What we offer you!
We offer the opportunity to be part of a vibrant community and enjoy a comprehensive range of benefits to support your success and sense of fulfillment, including:

• Supportive flexible work arrangements underpinned by our commitment to inclusion and well-being
• Progressive, considerate leave provisions to empower your work-life balance
• Salary packaging and access to a range of discounted services including Bupa health insurance
• Health and well-being services including a leading Employee Assistance Program

For more information check out our benefits page!

Your new team – Client Services
Client Services is an omni channel service access and delivery group, Customer Relationships, Digital Dexterity, Service Management Practice Single point of first contact for service consumers focused on user experience and service improvement. There are four teams in Client Services:

• Service Delivery
• Digital Workplace Services
• Service Management Practice
• Relationship Management

Be Yourself
The University of Melbourne is an Equal Opportunity Employer and a child-safe organisation. We believe the diversity of our community enriches us all, and we are committed to creating an inclusive and fair workplace where everyone is valued, respected, and empowered to succeed. We welcome applicants from all backgrounds, identities, and experiences. Discover more about Diversity and Inclusion at UniMelb.

We're committed to a barrier-free recruitment process and ongoing workplace support, providing reasonable adjustments throughout. We warmly encourage applications from people with disabilities. For assistance, please contact Kim Groizard on +61 3 9035 3218 or at [email protected] (subject: 'Recruitment Adjustments'). Contact details for other enquiries are located at the bottom of this page.

Find more information for applicants requiring reasonable adjustments.

Aboriginal and Torres Strait Islander Applicants
We aspire to be the University of choice for Indigenous Australians. Our Indigenous strategy, Murmuk Djerring outlines our investment and support for Aboriginal and Torres Strait Islander staff and students.
  
Indigenous applicants are encouraged to connect with "Korin-Korin" our Indigenous Employment & Development team at [email protected] for further information and support. 

Please note: This role requires current valid work rights for Australia. Visa sponsorship is not available.
 

A Working with Children Check (WWCC) is required for all positions. If successful, we'll guide you through the WWCC application process during onboarding and reimburse the cost.

Join Us and unlock your career potential!
 If this role is right for you, please apply with the following documents:

• Resume
• Cover Letter outlining your interest and experience

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Please note that you are not required to respond to the selection criteria in the Position Description.

Learn more about the application process, including tips and FAQs.

For recruitment queries, email Alex Spezza at [email protected]. Include the Position Number and Job Title in the subject line. Please do not send applications to this email address.

For job-specific queries, refer to the contact details in the Position Description.

Applications close: 22nd February 2026 at 11:55 PM; AEDT

Position Description:
JR-009181 - Service Delivery Consultant - PD.docx
JR-009181 - Service Delivery Consultant - PD.pd