Continuing, Full Time Appointment
Professional Employee Level 10 – annual salary $133,156 – $147,782 pa
Plus 17% superannuation and 6 weeks annual leave
Casuarina Campus, NT | Domestic Relocation Assistance available to the NT

About the Position
As the Senior Manager Service Support, you will be responsible for improving customer engagement and communication, client service processes and procedures, and will build effective and collaborative relationships across University Faculties and Service Divisions. This position will ensure client satisfaction, service levels and performance targets are met, while an optimal allocation of resources to workload and a high level of team morale is maintained. This will be achieved by introducing streamlined operations and ensure a seamless collaboration between the service delivery team and operational support teams.

The Senior Manager Service Support has direct responsibility for coordinating and managing resources, supporting change, knowledge management, and capability management for the service support team members; and for driving a culture of service excellence by establishing a consistent, cohesive, and collaborative high performing teams.

The Senior Manager Service Support is additionally the owner of the DTS HaloITSM toolset and has a primary ownership and responsibility to manage and improve the system as they related to the needs of the University and DTS.

About You
To be successful, you will require:

• A completion if a Bachelor’s degree in Information Technology, Computer Science, or a related field and/or a combination of relevant skills, education, and experience. 
• A minimum of 5 years’ experience in a similar position
• Proven experience in IT service support management, with a focus on customer satisfaction.
• Strong leadership and people management skills.
• In-depth knowledge of IT service management frameworks, such as ITIL accreditation
• In-depth knowledge of IT service management toolset management and configuration, with proven previous implementation, management, or project management experience.
• Excellent communication and interpersonal skills.
• Ability to analyse and improve processes to enhance service delivery.

To view the full position description please click the apply link to be directed to the vacancy on our CDU job site and then click on job attachments. 

This position is subject to Charles Darwin University First Nations Priority Recruitment measures, in accordance with s57 of the Anti-Discrimination Act 1992 (NT) 1992. First Nations applicants are strongly encouraged to apply & will be granted priority consideration for this vacancy.  
For information on First Nations Priority Recruitment at CDU and how to apply, please visit https://www.cdu.edu.au/careers-cdu/first-nations-priority-recruitment

Remuneration 
Appointment to this role will be at Professional Employee Level 10. The base salary will be in the range of $133,156 - $147,782 per annum. The total remuneration package will be in the range of $155,792 - $172,904 per annum, including 17% superannuation.

What’s in it for you?

• An enviable lifestyle in the spectacular Northern Territory
• 17% superannuation
• Up to six weeks of paid annual leave
• Up to 26 weeks of paid parental leave (primary care giver), in addition to government payments (eligibility criteria apply)
• Recognition of prior service with another Australian university / NT Government for Long Service Leave (recognition applied to qualifying period only)
• Ability to negotiate transfer of leave entitlements under the Public Employment (Mobility) Act 1989
• Free on-campus parking in designated areas (Casuarina Campus only)
• An employer who values your contribution to building a bigger, better and stronger University
• Work with a University committed to changing people’s lives for the better through training, education, and research
• Opportunities for professional development, paid study and career progression
• Employee Assistance Program
• Salary Packaging opportunities

How to Apply
All applications must be received online via the ‘apply’ button and should include your resume and a cover letter outlining your interest in the role and relevant skills and experience.

For a confidential discussion about the position please contact Theo Rothmann on 08 8946 8138 or email theo.rothmann@cdu.edu.au

Adjustments can be made throughout the application and selection process, as well as during employment to support applicants and employees with disability. CDU’s Workplace Adjustment Policy and Procedure can be found at https://policies.cdu.edu.au/view-current.php?id=191&version=1. If you would like to discuss adjustments, please contact the People Services Team on 08 8946 6284 or email peopleservices@cdu.edu.au.

Diversity and Inclusion
At CDU we actively celebrate our diversity. We innovate, embrace new ideas, and act with courage and kindness. We’re about what we can give to the world rather than what we take, and we believe in the transformative power of education. We work hard to make sure every member of our University community feels they truly belong. Understanding that it is through our focus on our people and leveraging our differences that will make CDU the most connected University in Australia, we are striving to ensure that our culture and our community are inclusive of all our staff, students, and visitors. We are committed to maintaining a culture where everyone feels respected, safe, encouraged to speak up and supported in achieving their professional goals. Applications from First Nations people, women at all levels, culturally and racially marginalised people, people with disability, neurotypical and neuro-diverse people, LGBTQIA+ people, people with family and caring responsibilities and people at all stages of their careers are welcomed.
 
You make CDU. And we want you to be exactly who you are.  

Applications Close: Friday 24th October 2025