Service Delivery Manager

Job no: 502648
Work type: Continuing - Full-time
Campus: Adelaide
Categories: Libraries, HEO7

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(HEO7) $86,382 - $96,659 per annum plus an employer contribution of up to 17% superannuation may apply

Continuing position available from August

The Service Delivery Manager is a new role within the Library’s Client Services team. The Service Delivery Manager will have responsibility for leading the frontline “Ask Library” service in an omni-channel contemporary working environment (including live chat)

This role is responsible for coordinating a highly positive user experience, ensuring the service model is flexible and responsive, while providing first-time resolutions where practical or triaging inquiries to other teams as needed.

The successful candidate will have a passion for continuous improvement, adoption of design thinking principles and a flare for change management to continuously review service and performance metrics in order to conceptualise and reengineer services and business processes to better meet customer information needs as well as changes in the industry.

At the core of this role is the ability to inspire, develop and lead a high performing team.

Experience in either an academic institution or customer contact centre environment would be beneficial but is not essential.

To be successful you will need: 

  • Experience leading customer service teams to achieve and exceed key performance indicators, ensuring outstanding care and service is delivered to customers.
  • Demonstrated experience in the delivery of innovative solutions and high quality service outcomes in a large institutional environment.
  • Exceptional interpersonal skills and proven ability to lead, positively influence and model exemplary leadership to develop a high performing customer-service culture.
  • Excellent verbal and written communication skills, with the ability to analyse and interpret data.
  • Proven ability to plan, lead and manage projects and play a lead role in effective change management.

Enjoy an outstanding career environment

The University of Adelaide is a uniquely rewarding workplace. The size, breadth and quality of our education and research programs - including significant industry, government and community collaborations - offers you a vast scope and opportunity for a long, fulfilling career.

It also enables us to attract high-calibre people in all facets of our operations, ensuring you will be surrounded by talented colleagues, many world-leading. Our work's cutting-edge nature - not just in your own area, but across virtually the full spectrum of human endeavour - provides a constant source of inspiration.

Our core values are honesty, respect, fairness, discovery and excellence. Our culture is one that welcomes all and embraces diversity. We are firm believers that our people are our most valuable asset, so we work to grow and diversify the skills of our staff.

In addition, we offer a wide range of attractive staff benefits. These include: salary packaging; flexible work arrangements; high quality professional development programs and activities; and an on-campus health clinic, gym and other fitness facilities. 

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Your division's broader role

The Division of Academic and Student Engagement drives the University's strategic activities in relation to learning and teaching. This includes ensuring all Adelaide students have a quality experience, and investing in our academic staff's professional development.

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If you want to change tomorrow, act today

Click the link to the online application form below and address and upload your responses to all selection criteria. Applications close 11:55pm, 2 August 2019.

For further information

For a confidential discussion regarding this position, contact:

Ms Samantha Narcis
Manager Client Services, University Library
P: +61 (8) 8313 5349

You'll find a full position description below: (If no links appear, try viewing on another device)

The University of Adelaide is an Equal Opportunity employer, Women and Aboriginal and Torres Strait Islander people who meet the requirements of this position are strongly encouraged to apply.


Download the Position Description Apply now

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