Manager Client Experience and Enablement in Armidale

This role leads the team at the front door of digital support at UNE. You will be responsible for the quality and performance of client-facing IT services across portal, phone, email and in-person channels, while helping the University move from traditional support to a service model that builds confidence, reduces repeat demand and makes it easier for people to get things done. You will lead a team, coordinate demand across Technology and Digital Services, and turn service data and client feedback into practical improvements.

The work includes strengthening UNE's in-person support model, lifting self-service and knowledge quality, and partnering with the Service Platform team to improve ServiceNow workflows, routing, automation and AI-assisted support. The opportunity will suit a manager who enjoys the discipline of reliable daily operations and the challenge of redesigning how support works. Success will be visible in stronger resolution quality, clearer escalation pathways, better client journeys, greater self-service success and fewer avoidable contacts.

About you

You are an experienced service leader who knows that a strong client experience depends on clear standards, visible ownership and consistent follow-through. You can lead daily operations confidently while also looking beyond the immediate queue to identify why demand is occurring and what needs to change. You will be comfortable leading a frontline team in a visible service environment, addressing performance directly and making sound decisions when demand, client expectations and operational priorities compete. You will use service data, client feedback and your own judgement to move the team from reactive support towards stronger self-service, better knowledge and more effective client enablement.

To succeed in this role, you will bring:

• Demonstrated experience leading a client-facing IT support or service operation, with accountability for service quality, responsiveness and the client experience.
• Evidence of improving service outcomes such as resolution quality, client satisfaction, backlog management, wait times, repeat contacts or self-service success.
• Confident people leadership, including setting clear expectations, coaching capability, managing performance and creating accountability for agreed outcomes.
• The ability to coordinate work across multiple technical and service teams, maintain effective escalation pathways and ensure issues are carried through to resolution.
• Experience turning client feedback and service data into practical improvements to processes, knowledge, support channels and client journeys.
• The ability to translate operational needs into clear requirements for ServiceNow workflows, knowledge, routing, automation and AI-assisted support.
• Strong stakeholder skills, including the ability to influence priorities, manage competing expectations and communicate clearly during planned changes, service disruptions and improvement initiatives.
• Sound judgement in the use of automation and AI, with appropriate consideration of service quality, privacy, security, governance and human oversight.
• Postgraduate qualifications or progress towards postgraduate qualifications and extensive relevant experience, substantial management or technical expertise, or an equivalent combination of relevant education, training and experience.

Experience with ITIL or comparable service management practices, walk-up or in-person support, higher education or multi-campus environments, knowledge management, ServiceNow, virtual agents or AI-assisted service delivery would be highly regarded.

About Technology and Digital Services

Technology and Digital Services provides the digital infrastructure, platforms and services that support UNE. The directorate is moving towards a product-centred, AI-enabled operating model that reduces friction and delivers practical value for students and staff. The Client Enablement team connects everyday service delivery with longer-term improvement. It works across Technology and Digital Services to make support easier to access, improve knowledge and self-service, and ensure issues are handed over and resolved effectively. This manager has a direct opportunity to shape how that experience develops.

About Armidale

Armidale is an attractive and vibrant city that combines all the features of a bustling regional town centre with the tranquillity of rural living. It boasts gourmet restaurants and cafes, boutique shopping, quality schools and sporting facilities. Surrounded by mountain gorges, waterfalls and national parks, Armidale’s natural beauty and distinct seasons make it an ideal place to live and thrive.

UNE: A Diverse and Inclusive Workplace

At UNE, we believe our strength comes from the diversity of our people and the unique perspectives they bring. We are committed to fostering an inclusive environment where everyone is valued and empowered to contribute their best. We warmly encourage applications from Aboriginal and Torres Strait Islander peoples, individuals with lived experience of mental health or disability, people from culturally and linguistically diverse backgrounds, and those who identify as LGBTIQIA+.

About Our Process

At UNE, we are committed to employing individuals who meet the requirements of this role and align with our values: Be Bold, Be Kind, Be Accountable, Be Connected. All applicants will be contacted and advised of an outcome. Preferred candidates will be required to undertake pre-employment checks prior to commencing in this role, as indicated in the position description. This includes providing a National Police Check, Gender Based Violence Declaration and for some roles, a Working with Children Check prior to an offer of employment being made. Please note that people with criminal records are not automatically excluded from applying for this position, unless a specific legal requirement applies.