Service Management Specialist

Service Management Specialist  

Do you see the friction in how services get delivered,  and want to fix it? Are you the person who streamlines the process, builds the relationships, and turns data into a story people can act on?  

Solve by Talent is partnering with the University of Sydney to recruit Service Management Specialists to join a newly established Digital Engagement function within Information and Communications Technology (ICT).  

This is not a service-desk role. It's a role for someone who wants to make the way ICT engages with the University work better, so that Faculties and Portfolio Service Units (PSUs) get a faster, clearer and more joined-up experience when they resolve issues and deal with ICT.  

Why join the University of Sydney?  

Join one of Australia’s leading universities at a pivotal point of change, where technology is evolving to better support student learning, empower teaching excellence, and enable research delivery at global scale.  

ICT is central to delivering the University’s academic mission. Working across faculties, disciplines, and research communities, you will shape the platforms, services, and partnerships that enable student success, strengthen teaching, and accelerate research impact.  

This work spans both the critical services that keep the University running every day and the ongoing improvement of systems and experiences.  

With strong investment and clear direction, you’ll operate in a large and complex environment where your contribution has visible, meaningful impact across the University.  

You’ll collaborate across academic and professional communities to help shape a more connected and capable University, supporting teaching excellence, research impact, and student success.  

The Opportunity  

As a Service Management Specialist, you are the engine that makes the Digital Engagement function run more smoothly. Working alongside the Engagement Partners, your core purpose is to streamline the ICT processes behind their stakeholder relationships — so that the Faculties and PSUs they serve experience a more efficient, more transparent way to resolve issues and engage with ICT as a whole.  

You'll do this by supporting the resolution of complex, cross-team requests, by identifying the trends and recurring issues that point to deeper problems, and, most importantly, by redesigning the pathways and processes that slow those things down. Where the Engagement team today spends effort navigating ICT on their stakeholders' behalf, your job is to make that navigation simpler, repeatable and faster.  

We are recruiting five Service Management Specialists who will each be aligned to a dedicated stakeholder portfolio across the University. While operating as part of a central Service Management function, each Specialist will build strong relationships within their assigned portfolio, developing an understanding of stakeholder needs and helping to improve the delivery of ICT services. 

Portfolios / Stakeholder Groups 

• Education and Students  

• Provost, Faculties and Schools 

• Research  

• ISS, Engagement and Advancement  

• VC, OGC, Strategy and Operations 

What you'll do  

• Streamline and improve the ICT processes behind the Engagement function's stakeholder relationships — making it easier and faster for Faculties and PSUs to resolve issues and engage with ICT.  

• Map, simplify and continuously improve the end-to-end pathways stakeholders follow when they deal with ICT, removing the handoffs and friction that slow resolution.  

• Act as a trusted connection point between ICT teams, the Engagement Partners and stakeholders; coordinating the resolution of complex requests, incidents and issues that span multiple teams.  

• Identify trends, recurring issues and service gaps and turn them into structured, lasting improvements rather than one-off fixes.  

• Turn service data into a story: build and maintain reports and dashboards (e.g. Power BI) that give Engagement Partners and leaders clear insight to prioritise and decide. 

• Contribute to monthly reporting on demand, trends and performance, and provide feedback that improves how work is allocated and demand is managed across the Engagement function. 

• Proactively communicate service updates, outages and planned maintenance so stakeholders stay informed and disruption is minimised. 

• Develop knowledge articles, process guides and user training that help stakeholders get the most from these streamlined ICT services.

• Help educate the University on the ICT service model — when a request is best resolved through a ticket, and when it should be escalated to a business partner.  

• Contribute to the standards, guidelines and governance that keep the experience consistent across faculties, schools and PSUs.

What we're looking for  

• A process-improvement mindset, you instinctively spot friction in how services are delivered and you streamline it.  

• Experience in service management, ICT, shared services or similar customer-focused technology environments (typically 4–6 years).  

• Strong stakeholder engagement and relationship management across diverse academic and professional communities.  

• Data storytelling and visualisation, able to structure data into a narrative and present insights to non-technical audiences (e.g. Power BI or similar).  

• Experience working with ServiceNow, Jira, Clarity or similar service management platforms.  

• Understanding of ITIL and service management principles  

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

• Excellent written and verbal communication, with the ability to translate technical information for non-technical audiences.   

What’s in it for you?  

At the University of Sydney, we support our staff with a range of benefits designed to enhance your career, wellbeing and work–life balance, including:  

• 17% superannuation to support your financial future  

• Extremely generous parental leave entitlements.  

• Competitive salary with salary packaging options.  

• Primarily campus-based role with flexibility considered based on operational requirements.

• Career development and learning opportunities across ICT and Digital Engagement  

• Health and wellbeing programs including Fitness Passport  Access to a vibrant, globally recognised university community