Head of Service Delivery

University of Newcastle; Newcastle upon Tyne; On-site; GBP 90,000 - 130,000; Full time

Job summary

A leading educational institution is seeking a Head of Service Delivery to provide leadership in managing digital products and services. The role involves overseeing operational service delivery, project execution, and vendor management within a designated portfolio. Candidates should have extensive experience in IT service delivery and strong leadership skills. This five-year fixed-term contract offers competitive remuneration and aims to drive business value while supporting a culture of innovation and continuous improvement.

Benefits

Market competitive remuneration

Family-friendly policies

Staff wellbeing programs

Flexibility and balance support

Qualifications

• Extensive experience in IT service delivery and project management.
• Proven capability to generate business value through service excellence.
• Strong leadership skills to motivate teams and lead through influence.
• High-level stakeholder engagement and communication skills.

Responsibilities

• Take accountability for end-to-end service delivery management of digital products.
• Oversee operational service delivery, project execution, and vendor management.
• Drive business value and ensure continuous improvement through stakeholder engagement.

Skills

IT service delivery

Project management

Change management

Strategic planning

Stakeholder engagement

Leadership skills

Education

Relevant industry certifications (e.g., ITIL, PMP)

Job description

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 - this portfolio creates seamless, engaging environments for students and staff. Focuses on blended learning, virtual library access, campus technology, and collaboration tools.

Digital Engagement - transforms how we connect with students and the community. Enhances the student lifecycle, builds external partnerships, and streamlines staff workflows.

Data, Research & Integration - Enables data-driven decisions and accelerates research. Delivers integration platforms, data governance, open data access, and research solutions.

Core Tech - provides foundational technology for operations and innovation. Manages 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.

Full details of the roles are available by reviewing the Position Description.

These positions are based at our Callaghan Campus and will be offered on a five-year fixed-term contract basis.

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.

Explore More: see our benefits at a glance.

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. Please download a copy before commencing your application.

Your application must include:

Current resume/CV including qualifications and relevant training; and

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 [e-mail]

Having difficulties with your application? Please reach out to the Talent Acquisition team via [e-mail], quoting reference DTSWPC104

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

Our assessment process

Typically candidates that progress beyond the shortlist stage can expect to undertake the following (minimum) assessment activities as part of the recruitment process:

• Interview (an ‘in person’ interview will be conducted as part of the process)
• Referee checks
• 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.

As part of this, and in alignment with the National Higher Education Code to Prevent and Respond to Gender-Based Violence 2025, from 1 January 2026, the University will also consider gender-based violence risk factors as part of our recruitment processes.

This change is about more than compliance—it’s about living our values. Together, we can ensure our University remains a place where respect, safety, and inclusion are non-negotiable.

Our University

Ranked in the top 1% of the world’s universities, our vision is to be a world-leading university for our regions.

We are committed to delivering an exceptional student experience, preparing graduates for life, and serving our regions by taking research that matters to the world and bringing our global expertise home.

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.

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