Head of Service Delivery in Newcastle upon Tyne

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 - creates seamless, engaging environments for students and staff, focusing on blended learning, virtual library access, campus technology, and collaboration tools.
• Digital Engagement - transforms how we connect with students and the community, enhancing the student lifecycle, building external partnerships, and streamlining staff workflows.
• Data, Research & Integration - enables data-driven decisions and accelerates research, delivering integration platforms, data governance, open data access, and research solutions.
• Core Tech - provides foundational technology for operations and innovation, managing corporate systems, cloud, networks, voice services, and infrastructure resilience.

The Roles: 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.

About You: 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.

About Digital Technology Solutions (DTS): 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.

Why Join Us? 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: Family-friendly policies, childcare centres and leave entitlements to support carer responsibilities.
• Wellbeing: We are a healthy university, with staff wellbeing programs, confidential EAP, discounted fitness passport, corporate health plans and medical centre.

Your Next Steps: 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. Your application must include:

• Current resume/CV including qualifications and relevant training;
• Cover letter outlining your motivation and addressing each of the criteria listed below, using an example for each to demonstrate:

• Proven experience managing complex service environments, vendor ecosystems, and resource teams.
• Experience in the successful delivery of projects and programs utilising highly developed organisation skills and high-quality standards to deliver on time and within budget.
• Ability to drive business value through service excellence and stakeholder engagement.
• High level leadership and management skills, including proven ability to motivate staff to deliver on performance expectations and goals.
• Experience in resolution and mitigation strategies to identify and resolve service reliability issues.
• Outstanding communication and interpersonal skills with demonstrated capacity to develop and implement delivery strategies and ability to negotiate and influence others to deliver on commitments and deadlines.

In your Cover Letter you must identify which Capability area(s) you wish to be considered for. You can express interest in more than one Capability area. Your Cover Letter should not exceed 4 pages (approximately 2,000 words).

For specific position enquiries, please contact Sam O’Connor, Senior Manager Change and Projects, Digital Technology Solutions via email sgb160@newcastle.edu.au. Having difficulties with your application? Please reach out to the Talent Acquisition team via employment@newcastle.edu.au, quoting reference DTSWPC104.

Closing date: Wednesday 28th January 2026 at 11:59pm AEDT.

Our assessment process typically includes interview, referee checks, and pre-employment checks as appropriate to the role.

Our University is committed to creating a safe, respectful, and inclusive environment for every member of our community. This commitment is central to our values and our efforts to build a diverse workforce where everyone can thrive.

The University of Newcastle acknowledges the traditional custodians of the lands within our footprint areas. We extend that respect to the homelands of our students and staff. We also pay respect to the wisdom of our Elders past and present. We are fully committed to building on our strengths in Indigenous higher education and providing a supportive space for our Indigenous students, staff and communities.

The University of Newcastle is committed to equity, diversity and inclusion. We value the unique backgrounds, experiences and perspectives each person brings to our community and strive to create a culture of belonging where everyone can thrive. We encourage applications from Aboriginal and Torres Strait Islander peoples, women, people with diverse gender identities and sexualities, people living with disability, and those from culturally and linguistically diverse backgrounds.